Tenancy Support Officer

Moat Homes•Essex, MD

9d•Hybrid

About The Position

We’re looking for an experienced Tenancy Support Officer in the Essex area to join our Neighbourhood Services team, supporting vulnerable customers facing complex housing challenges. This is a highly rewarding, frontline role where you’ll work closely with customers in crisis or experiencing significant life changes, helping them remain safe in their homes, navigate complex issues, and achieve long-term sustainable outcomes. You’ll be supporting customers with a wide range of challenges, including non-engagement, safeguarding concerns, mental health, hoarding, and unstable living situations, as well as those temporarily moved from their homes.

Requirements

At least 12 months’ experience in housing, support, or a customer/resident-facing role
Proven experience supporting vulnerable customers with complex housing-related issues
Confident working with vulnerable customers and complex situations
Ability to combine empathy with resilience, and thrive in a varied, fast-paced environment
Strong communication skills and a good standard of education
Excellent CRM system skills and confidence managing customer data accurately
A good understanding of landlord responsibilities and keeping customers safe in their homes
Knowledge of housing-related welfare benefits
The ability to work calmly and effectively with customers experiencing crisis or change
Strong partnership-working skills, including experience engaging with Social Services, police and local support agencies
A full UK driving licence, access to your own vehicle
Flexibility to work outside normal office hours when required

Nice To Haves

A CIH or NVQ Level 3 qualification (or willingness to work towards one)
Knowledge of Landlord & Tenant legislation and safeguarding procedures
Experience managing ASB, no-access cases, hoarding or chaotic lifestyles

Responsibilities

Manage a caseload of vulnerable customers, delivering practical, person-centred support
Help customers understand and manage their tenancy responsibilities
Carry out risk assessments and develop tailored support plans
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 longer-term housing solutions where needed
Contribute to and escalate cases through the Complex Cases Review Panel
Work with customers who are not engaging or are refusing access, building trust and rapport
Identify and respond to safeguarding concerns, balancing risk to individuals and the wider community
Lead multi-agency working with partners such as Social Services, police, and support agencies
Maintain accurate records, contribute to service-related queries and complaints, and carry out your work in line with our values and responsibilities.