Role: 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. 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 two experienced Tenancy Support Officers (one in London/Sussex and one in Kent/Essex) 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, when necessary, 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 communication skills 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, police and local support agencies.
- A full UK driving licence, access to your own vehicle.
- Flexibility to work outside normal office hours when required.
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.
Benefits
We offer competitive salaries, generous time off and opportunities for personal and professional growth.
Please note: This position is currently open; early applications are encouraged.
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