Moat Homes
Tenancy Support Officer x 2 (London/Sussex and Kent/Essex)
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Tenancy Support Officer x 2 (London/Sussex and Kent/Essex)
Salary: £34,418 - £43,022 per annum plus a car allowance of £2,411 per annum
Hours: 35 hours per week, Monday–Friday
Contract: Full-time, permanent
Location: Based at one of our offices in Dartford, Ashford (Stanhope), Maldon or Pollards Hill (Mitcham), with travel across your designated region (London & Sussex or Kent & Essex) and to other office locations as required. The role involves a flexible and agile approach, typically spending time in the office, on your patch, and working from home by arrangement (usually 2–3 days in the office).
Make a real difference in customers’ lives
We are seeking two experienced Tenancy Support Officers—one for London/Sussex and one for Kent/Essex—to join our Neighbourhood Services team. As a Tenancy Support Officer, you’ll support vulnerable customers experiencing complex housing challenges.
Ideal candidates will have:
- Direct experience in tenancy support, tenancy sustainment, housing officer roles, or customer liaison, ideally in social housing or a statutory agency setting.
- A commitment to delivering person-centred, frontline support to customers facing crises, safeguarding concerns, mental health issues, or other challenges.
- Experience helping customers navigate complex situations and achieve long-term sustainable housing outcomes.
What You’ll Be Doing
This is a varied, hands-on role that combines case management, partnership working, and problem-solving.
Customer Support & Case Management
- Manage a caseload of vulnerable customers, providing practical, person-centred support.
- Help customers understand and fulfil their tenancy responsibilities.
- Conduct risk assessments and develop tailored support plans.
Complex Cases & Temporary Moves (Decants)
- Support customers who have been temporarily moved from their homes.
- Act as an advocate, coordinating with internal teams and external partners.
- Help enable safe and timely returns home, or identify long-term housing solutions.
- Contribute to and escalate cases through the Complex Cases Review Panel.
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Safeguarding, Risk & Engagement
- Work with customers who are not engaging or refusing access, building trust and rapport.
- Identify and address safeguarding concerns, balancing individual and community safety.
- Lead multi-agency working with partners such as Social Services, the police, and support agencies.
Additional responsibilities include maintaining accurate records, addressing service-related queries and complaints, and adhering to Moat’s values and responsibilities.
What We’re Looking For
We are seeking a Tenancy Support Officer with:
- A minimum of 12 months’ experience in housing, social support, or a customer/resident-facing role.
- Demonstrable experience supporting vulnerable customers with complex housing-related challenges.
- The ability to combine empathy with resilience in a fast-paced environment.
Key skills and experience:
- Strong communication skills and a good educational background.
- Excellent CRM system skills and confidence in managing customer data accurately.
- Experience supporting customers dealing with safeguarding, non-engagement, hoarding, or unstable living situations.
- Clear understanding of landlord responsibilities and keeping customers safe in their homes.
- Knowledge of housing-related welfare benefits.
- The ability to work efficiently with customers in emergency or crisis situations.
- Strong partnership-working skills, including experience collaborating with Social Services, police, and local agencies.
- A valid full UK driving licence and access to a personal vehicle.
Desirable/Development Criteria:
- A CIH or NVQ Level 3 qualification (or a commitment to pursuing one).
- Knowledge of Landlord & Tenant legislation and safeguarding procedures.
- Experience in managing anti-social behaviour (ASB), no-access cases, hoarding, or chaotic lifestyles.
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About Moat
At Moat, we go beyond being a housing association—we are a community-focused organisation dedicated to positively transforming lives. Across London, Kent, Essex, and Sussex, we strive to deliver high-quality housing and support for those who need it most.
Our Values:
- Own it: Taking responsibility for our actions to deliver on our promises.
- Better together: Collaboration between colleagues, customers, and partners drives stronger communities.
- Lead by example: Upholding high standards and inspiring others.
- Be the change: Embracing innovation and creativity to address challenges.
Why join us?
Joining Moat means being part of a supportive, mission-driven team that values impactful work. We offer:
- Competitive salaries
- Generous time off policies
- Opportunities for growth (we were named one of the Sunday Times Best Places to Work in 2025)
If you’re ready to make a difference and work with a responsive team, Moat is the right place for you.
Explore our employee benefits: youtube.com (youtube clip link)
How to Apply
If you’re ready to take on this challenging and fulfilling role, please apply online via our website by 11pm on Tuesday, 7 July 2026. Interviews will be arranged by email if selected.
Application expectations:
We encourage full and detailed applications. Please:
- Clearly articulate your interest in the role.
- Highlight how your experience, skills, and values align with Moat’s mission.
If you require any adjustments to the recruitment process, please contact: peopleservices@moat.co.uk. Once successful, you’ll start with a structured, week-long corporate induction on the first Monday of the month.
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