Tenancy Support Officer

Housing Diversity Network; Maldon; Hybrid; GBP 34,000 - 43,000; Full time

Job summary

Moat is seeking a Tenancy Support Officer in Essex to support vulnerable customers with complex housing challenges. You will manage caseloads, assess risks, and work with partners to secure safe, sustainable housing outcomes. The role combines office, patch work, and home days, with occasional travel.

The ideal candidate has 12+ months in housing or a customer-facing role, strong communication skills, and CRM experience, plus a UK driving licence. DBS check is required.

Qualifications

• Experience in housing, support or customer-facing role with vulnerable customers.
• Ability to combine empathy with resilience in a fast-paced environment.
• Good understanding of landlord responsibilities and keeping customers safe at home.

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.
• Act as an advocate, coordinating with internal teams and external partners for complex cases.

Skills

Strong communication skills

Education standard

CRM system experience

Vulnerable customer experience

Driving licence

Partnership working

Crisis support experience

Education

CIH or NVQ Level 3

Willingness to pursue qualification

Job description

Role: Tenancy Support Officer

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 our Maldon office in Essex, there may be some travel to other office locations as required. We work in an agile way, with time typically split between the office, working on your patch, and home working by arrangement (usually 2–3 days in the office).

Make a real difference in customers’ lives

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. To be a successful applicant you must have direct experience of either tenancy support, tenancy sustainment, housing officer and or customer liaison roles, ideally in social housing or statutory agency working environment.

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.

What you’ll be doing

Customer Support & Case Management

• 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

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 longer-term housing solutions where needed
• Contribute to and elevate cases through the Complex Cases Review Panel

Safeguarding, Risk & Engagement

• 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.
• You’ll also maintain accurate records, contribute to service-related queries and complaints, and carry out your work in line with our values and responsibilities.

What we’re looking for

We’re looking for someone with at least 12 months’ experience in housing, support, or a customer/resident-facing role, with proven experience supporting vulnerable customers with complex housing-related issues. Someone who is confident working with vulnerable customers and complex situations.

You’ll be able to combine empathy with resilience, and thrive in a varied, fast‑paced environment. You’ll also bring:

• Strong communicationskills and a good standard of education
• Excellent CRM system skills and confidence managing customer data accurately
• Experience working with vulnerable customers and complex housing-related issues
• 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,policeand local support agencies
• A full UK driving licence, access to your own vehicle
• Flexibility to work outside normal office hours whenrequired

Desirable / development criteria

• 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

To read about the role in more detail, please refer to the job description here:tenancy-support-officer-june-2026.pdf

About us

At Moat, we are more than just a housing association; we are a community focused organisation dedicated to making a positive impact on the lives of our customers and the neighbourhoods we serve. With homes across London, Kent, Essex, and Sussex, we strive to provide quality housing and support to those who need it most.

Our Values:

• Own it:We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.
• Better together:We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.
• Lead by example:We strive to sethigh standardsin everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.
• Be the change:We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.

Why join us?

Joining Moat means being part of a friendly team that cares about doinggreat work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

If you want a rewarding job where you can make a difference and work with a supportive team, Moat is the right place for you!

Are you ready to explore the incredible benefits we offer? In this engaging clip, we break down everything you need to know about our employee benefits. Our employee benefits: what we can offer you (youtube.com)

Basic DBS check is required for this role.