Tenancy Sustainment Officer

Internal Role Title: Tenancy Sustainment Officer

Hours: 35 hours per week

Salary: £31,977 to £39,971 per annum plus car allowance of £2272 per annum (salary offered anywhere between this scale, dependent upon your experience)

Contract: Permanent

Location: Dartford

You will be providing flexible support and assistance to a case load of vulnerable customers who may be facing complex issues relating to their home, tenancy, or community. You will help our customers to ensure they live in a home that is right for them. This will include customers who have identified support needs and who are failing their tenancies.

Who are we?

Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have released our new corporate strategy, so it’s an exciting time to join Moat! This involves being bold and ambitious, investing in new and existing homes, putting safety and quality first. We also deliver for and with our customers through our new Customer Engagement strategy, which will help us to deliver the requirements of the Social Housing White Paper. 

We are also proud to announce, we have recently been awarded an accreditation from ‘The Sunday Times Best Places to Work 2024’, based on our employee feedback.

You will be:

• Providing intensive management, coordination and support in complex cases, to customers who may be having enforcement action taken against their tenancy and have identified support needs.
• Sign posting to specialist agencies to help meet identified support needs and manage their home and tenancy.
• Working alongside Property Services colleagues and Income & Advice teams to engage with customers who are not providing access to their home or responding to us.
• Flagging any safeguarding concerns and work with third parties to build the customers trust so they are safe in their home.
• Working collaboratively across the business to ensure the vulnerable customer is at the centre of our communications. 
• Leading on specialist areas of mental health, substance abuse, working with non-engagers, hoarding and domestic abuse and attend forums to underpin your knowledge and share good practices with the wider organisation.
• Supporting and advising colleagues across the business who are dealing with vulnerable customers that sit outside your case load.
• Working closely with other professionals in order to provide a holistic approach to supporting the customer e.g. – coordinating professionals’ meetings when necessary and attending external meetings in relation to their support needs.
• Carrying out risk assessments with each customer that highlights any risk to themselves, their home, community or others which is reviewed.
• Risking assess and provide a structured plan of support to enable vulnerable customers to understand their responsibilities and support them to develop effective strategies to manage those responsibilities.
• Responding and contributing to service-related complaints and queries from customers.

We are on the lookout for someone who has:

• A good standard of education, with excellent communication skills.
• Excellent CRM system skills to pull off data and evidence outputs and / or the ability to learn new systems quickly.
• Demonstrable experience of, working with complex housing related issues and vulnerable customers.
• A good understanding of Landlord responsibilities and keeping customers safe in their homes.
• A good understanding of welfare benefits, particularly Housing Benefits.
• An excellent understanding of occasions that require liaison with Social Services (e.g child protection, domestic violence).
• Access to own vehicle and a Full UK Driving Licence.
• An ability to undertake work outside of normal office hours to meet the needs of the business.

In addition, the following would be beneficial but aren’t essential:

• CIH-related qualifications to NVQ L3 or equivalent, or a willingness to study.
• A sound knowledge of Landlord and Tenant legislation and best practice supported by practical experience.
• A knowledge of effective strategies available in the management of ASB/ non access/ chaotic lifestyle/ hoarding, supported by practical experience.
• A sound knowledge of community engagement strategies and techniques supported by practical application.
• An awareness of end-of-development processes and defect rectification processes and procedures.
• A good understanding of building maintenance and repair.

 To view our full job description - please click the link here: https://shorturl.at/91eKg

Your benefits:

In return for your hard work, we will reward you with a competitive salary, pension scheme, healthcare scheme, a generous annual leave entitlement, and you even get a half day off on your birthday!

We take pride in our people to ensure they are equipped with the knowledge they require to carry out their role and inspire them to learn more which is why we offer further education sponsorship and leadership programmes. Moat want to ensure their employees feel supported at work, so we also provide enhanced maternity/paternity/adoption leave, and many more!

Check out our employee benefits here: https://www.youtube.com/watch?v=oo5SXag4bjg

Interested? We want to hear from you!

If you feel this role is suited to you, and you want to take on an exciting new challenge, please fill out an online application form on our website (before 11pm on Sunday 20 October 2024) detailing the skills and experience you can bring to Moat. We will be in touch via email should we wish to invite you in for an interview.

We reserve the right to close this vacancy at any time prior to the closing date.

Please note this role is exempt under the Rehabilitation of Offenders Act (1974) which means that if you are successful, we will have to obtain a disclosure and barring service check before confirming the offer of employment with you.

If you require any reasonable adjustments to the recruitment process, please email peopleservices@moat.co.uk