Job Purpose
To assess and manage applications to the Housing Register, ensuring that households are accurately assessed, appropriately prioritised and provided with comprehensive housing advice. The postholder will determine eligibility, effective dates, levels of preference and relevant housing needs, while supporting applicants to access suitable accommodation and alternative housing options.
The role will contribute to effective housing allocations, homelessness prevention and sustainable housing outcomes for vulnerable customers, ensuring decisions and advice comply with relevant legislation, statutory guidance, the Council’s Housing Allocations Scheme and associated policies.
- Assess applications and re-registrations to the Housing Register, determining eligibility, qualification, effective dates, preference and special circumstances.
- Assess medical and welfare needs and determine appropriate priority in accordance with the Housing Allocations Scheme.
- Activate qualifying applications and provide clear written notification of decisions, including advice on review or alternative options where appropriate.
- Provide comprehensive, personalised housing advice covering social housing, private rented accommodation, mobility schemes and other available housing options.
- Coordinate the advertising and allocation of vacant Council and Registered Provider properties through Choice Based Lettings.
- Prepare and analyse shortlists and undertake direct matching in accordance with the Housing Allocations Scheme and designated priority groups.
- Verify applicants’ circumstances before allocation, including eligibility, financial circumstances, local connection, household needs and suitability to be a tenant.
- Conduct applicant interviews, home visits, desktop checks and other verification activity as required.
- Select and nominate suitable applicants for available properties and arrange viewings for matched cases.
- Undertake specialist matching for vulnerable applicants, including those with medical needs, requirements for adapted accommodation, hospital discharge cases, management transfers, under-occupation moves and sheltered accommodation.
- Work with Occupational Therapy and other specialist teams to identify suitable adapted or accessible properties.
- Allocate temporary accommodation and private rented sector accommodation for homelessness prevention and discharge of duty, ensuring placements comply with suitability assessments and relevant policies.
- Complete temporary accommodation, prevention and PRSO letting processes, including interviews, advice, documentation and system updates.
- Manage refusal processes where applicants decline accommodation offers, working with Team Leaders and Suitability Officers where this may affect the discharge of homelessness duties.
- Identify customers’ support needs and make appropriate referrals to tenancy sustainment, floating support, resettlement, prevention and specialist services.
- Provide advice on relevant housing policies, including the Housing Allocations Scheme, Decant Policy, Temporary Accommodation Placement Policy, Tenancy Strategy and Homelessness Strategy.
- Ensure customers understand the implications of refusing offers of accommodation and other decisions affecting their housing circumstances.
- Maintain accurate and comprehensive electronic records, case notes, files, reports and monitoring information, ensuring records provide a clear audit trail.
- Use housing register and homelessness systems effectively to maintain customer records, support allocations and contribute to personal housing plans.
- Maintain accurate electronic files and ensure key documents and activities are recorded promptly.
- Monitor deadlines and performance requirements, particularly those relating to void turnaround, temporary accommodation and property lettings.
- Participate in telephone advice rotas and provide advice through interviews, correspondence, reception, home visits, outreach, surgeries, workshops and customer information sessions.
- Deal professionally with enquiries, complaints and correspondence from customers, advocates, solicitors, councillors, MPs, the Ombudsman and housing providers.
- Build effective partnerships with Registered Providers, other local authorities, statutory services, voluntary organisations, advice agencies and specialist support providers.
- Work collaboratively with health, social care, police, probation, youth offending and other agencies to develop sustainable housing solutions for customers with complex or multiple needs.
- Contribute to service development, procedure reviews, publicity and customer information materials.
- Represent the service at meetings with internal and external organisations and professional partners.
- Provide accurate performance and statistical information and contribute to monitoring housing allocations, offers, refusals, lettings and rehousing trends.
- Support the induction and training of new staff where required.
- Comply with relevant housing legislation, statutory guidance, Council policies, information governance, safeguarding, equality, health and safety and customer care requirements.
- Maintain a proactive, solutions-focused approach, identifying early intervention opportunities and pursuing appropriate housing options to prevent homelessness and achieve positive outcomes.
- Demonstrable experience of working in housing allocations, homelessness, housing advice or a closely related local authority housing service.
- Good working knowledge of Part VI of the Housing Act 1996 and the legal and regulatory framework governing housing allocations.
- Knowledge of the Homelessness Reduction Act 2017 and wider homelessness legislation and guidance.
- Knowledge of housing allocations policies, choice-based lettings, housing assessment and property allocation processes.
- Understanding of relevant legislation and frameworks including the Housing Act 1996, Children Act, Care Act and Welfare Reform legislation.
- Experience assessing housing applications and determining eligibility, priority, preference and housing need.
- Experience providing housing advice and identifying appropriate housing options for vulnerable or complex households.
- Experience of allocating social housing, temporary accommodation or private rented sector accommodation is desirable.
- Experience of direct matching applicants to properties based on medical, welfare, accessibility or other specialist requirements.
- Ability to undertake robust verification of applicants’ circumstances, including financial, eligibility, local connection and suitability checks.
- Strong understanding of homelessness prevention and the relationship between housing, health, social care, welfare benefits and other support needs.
- Excellent written and verbal communication skills, with the ability to provide clear and accessible advice to customers and professional stakeholders.
- Strong interviewing, negotiation, advocacy and problem-solving skills.
- Ability to manage complex and sensitive cases while maintaining professionalism, confidentiality and appropriate boundaries.
- Strong IT and case management skills, with the ability to maintain accurate electronic records and use information effectively for monitoring and decision-making.
- Excellent organisational skills, with the ability to manage competing priorities, meet statutory and operational deadlines and work to performance targets.
- Ability to work collaboratively with customers, colleagues, Registered Providers, statutory agencies, voluntary organisations and other partners.
- Strong customer focus and a proactive, dynamic and solutions-oriented approach.
- Political awareness and the ability to respond appropriately to enquiries from Members, MPs, solicitors, advocates and other representatives.
- Commitment to equality, diversity, safeguarding, data protection, health and safety and high standards of customer care.
- Ability to work flexibly and undertake duties outside the core responsibilities of the role where appropriate to the grade and service requirements.
Location: London Borough of Redbridge, with flexible working arrangements including office-based, home-working and customer-facing activities as required.
Hours Per Week 36
Bi-Weekly Payments
