Tenancy Support Officer x

Tenancy Support Officer (London/Sussex and Kent/Essex)

Function
:
Neighbourhood Housing

Contract Type
:
Permanent

Hours
: 35 hours per week, Monday–Friday

Salary
: £34,418 - £43,022 per annum plus a car allowance of £2,411 per annum

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. Work is typically split between the office, patch work, and home working by arrangement (usually 2–3 days in the office).

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, acting as an advocate and 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.

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.

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.

Strong communication skills and a good standard of education.

Excellent CRM system skills and confidence managing customer data accurately.

Good understanding of landlord responsibilities and keeping customers safe in their homes.

Knowledge of housing‑related welfare benefits and Landlord & Tenant legislation.

Experience managing ASB, no‑access cases, hoarding or chaotic lifestyles.

Strong partnership‑working skills, including experience engaging with Social Services, police and local support agencies.

A full UK driving licence and access to your own vehicle.

Flexibility to work outside normal office hours when required.

A CIH or NVQ Level 3 qualification (or willingness to work towards one).

Knowledge of safeguarding procedures.