Resident Liaison Officer
Role: Resident Liaison Officer
Salary: £32,936 - £41,170 per annum plus a car allowance of £2,329 per annum
Hours: 35 hours per week, Monday-Friday
Contract: Full time, permanent
Location: Base will be either Mariner House - Dartford, or Maldon - Essex with agile working and travel across Kent & Essex, and other office locations, as required.
We're looking for a Resident Liaison Officer to provide flexible, person-centred support to vulnerable customers facing complex issues relating to their home, tenancy or community. This is a highly rewarding role where you'll work closely with customers to help them navigate challenges, remain safe in their homes, and achieve the best possible outcomes.
Initially, the role will focus on supporting customers who have been temporarily decanted from their homes, acting as a key point of contact and advocate throughout their customer journey.
What you'll be doing
You'll manage a caseload of vulnerable customers, providing practical, person-centred support to help them remain safe in their homes and navigate complex housing issues.
You'll support customers who have been temporarily moved from their homes, acting as their advocate and coordinating with Property Services, Neighbourhood teams and partner agencies to enable safe and timely returns, or to identify longer-term housing solutions where needed. You'll also play an active role in escalating and reviewing complex cases through the Complex Cases Review Panel.
You'll work closely with customers who are not engaging or refusing access, building trust, identifying safeguarding concerns and managing risks to both the individual and the wider community. Alongside this, you'll lead on tenancy sustainment support, coordinating multi-agency input, completing risk assessments, and helping customers understand and manage their tenancy responsibilities.
You'll maintain accurate records, contribute to service-related complaints, and carry out your role in line with our values, policies, and health & safety responsibilities.
What we're looking for
You'll be someone who is compassionate, organised and confident working with complexity. You'll 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, and 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
To read about the role in more detail, please refer to the job description here: resident-liasion-officer-003.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 set high standards in 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 doing great 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)
Interested? We'd love to hear from you!
If you think this role is a good fit for you and you're ready for an exciting new challenge, please fill out the online application form on our website by 11pm Tuesday 28 April 2026 We will reach out via email if we would like to invite you for an interview.
It's really important that you provide as much detail as possible in your application. We're keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.
If you require anyadditionaladjustments to the recruitment process, please email peopleservices@moat.co.uk
Role: Resident Liaison Officer
Salary: £32,936 - £41,170 per annum plus a car allowance of £2,329 per annum
Hours: 35 hours per week, Monday-Friday
Contract: Full time, permanent
Location: Base will be either Mariner House - Dartford, or Maldon - Essex with agile working and travel across Kent & Essex, and other office locations, as required.
We're looking for a Resident Liaison Officer to provide flexible, person-centred support to vulnerable customers facing complex issues relating to their home, tenancy or community. This is a highly rewarding role where you'll work closely with customers to help them navigate challenges, remain safe in their homes, and achieve the best possible outcomes.
Initially, the role will focus on supporting customers who have been temporarily decanted from their homes, acting as a key point of contact and advocate throughout their customer journey.
What you'll be doing
You'll manage a caseload of vulnerable customers, providing practical, person-centred support to help them remain safe in their homes and navigate complex housing issues.
You'll support customers who have been temporarily moved from their homes, acting as their advocate and coordinating with Property Services, Neighbourhood teams and partner agencies to enable safe and timely returns, or to identify longer-term housing solutions where needed. You'll also play an active role in escalating and reviewing complex cases through the Complex Cases Review Panel.
You'll work closely with customers who are not engaging or refusing access, building trust, identifying safeguarding concerns and managing risks to both the individual and the wider community. Alongside this, you'll lead on tenancy sustainment support, coordinating multi-agency input, completing risk assessments, and helping customers understand and manage their tenancy responsibilities.
You'll maintain accurate records, contribute to service-related complaints, and carry out your role in line with our values, policies, and health & safety responsibilities.
What we're looking for
You'll be someone who is compassionate, organised and confident working with complexity. You'll 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, and 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
To read about the role in more detail, please refer to the job description here: resident-liasion-officer-003.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 set high standards in 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 doing great 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)
Interested? We'd love to hear from you!
If you think this role is a good fit for you and you're ready for an exciting new challenge, please fill out the online application form on our website by 11pm Tuesday 28 April 2026 We will reach out via email if we would like to invite you for an interview.
It's really important that you provide as much detail as possible in your application. We're keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.
If you require anyadditionaladjustments to the recruitment process, please email peopleservices@moat.co.uk