Job Purpose
To provide professional housing advice, information and assistance to individuals and families who are homeless or at risk of homelessness, helping applicants understand and access appropriate housing options and secure suitable, sustainable accommodation.
The postholder will manage a diverse and complex caseload, undertaking detailed assessments and investigations, progressing homelessness and housing applications, making statutory decisions and developing personalised housing plans in accordance with current legislation and guidance. The role will involve working closely with applicants, internal services, landlords, registered providers and external partner agencies to prevent and reduce homelessness and achieve positive housing outcomes.
- Provide comprehensive advice and information on homelessness prevention, housing options, tenure rights, security of tenure and available accommodation.
- Communicate effectively with applicants and their authorised representatives by telephone, email, letter and face-to-face meetings, ensuring advice is accessible and appropriate to individual circumstances.
- Manage a diverse caseload of homelessness and housing applications, undertaking detailed and evidence-based investigations and ensuring cases are progressed within required timescales.
- Make enquiries and obtain relevant information and evidence from applicants and appropriate statutory, voluntary and partner agencies to support assessments and decision-making.
- Progress homelessness applications under Part 7 of the Housing Act 1996 and subsequent amendments, ensuring duties, assessments and decisions comply with current legislation and the Homelessness Code of Guidance.
- Progress housing applications under Part 6 and the relevant choice-based lettings scheme, ensuring applications are assessed and completed accurately and within appropriate timescales.
- Assess applicants' circumstances, housing needs and support requirements, identifying the causes of homelessness or potential homelessness.
- Develop and agree personalised housing plans with applicants, identifying realistic actions and appropriate interventions to prevent or resolve homelessness.
- Make appropriate statutory decisions regarding duties owed to applicants, including prevention, relief and interim accommodation duties, and communicate decisions clearly and within required timescales.
- Maintain accurate, comprehensive and timely case records, including assessments, evidence, decisions, actions and outcomes, using the relevant case management systems.
- Ensure all applicant information is handled securely and in accordance with data protection, confidentiality and information governance requirements.
- Make appropriate referrals to internal services and external agencies to address issues affecting housing stability, including benefits, debt, budgeting, domestic abuse, health, mental health, substance misuse, rough sleeping, relationship breakdown and complex support needs.
- Work collaboratively with partner organisations including registered providers, private landlords, statutory services, voluntary organisations and other relevant agencies to secure positive outcomes.
- Support applicants to access suitable private rented accommodation, including assessing financial circumstances and assisting with available rent deposit, bond guarantee or other tenancy sustainment schemes where appropriate.
- Establish and manage realistic expectations with applicants, providing clear explanations of available housing options, statutory duties and likely outcomes.
- Negotiate with applicants, landlords, agencies and other stakeholders to overcome barriers and identify sustainable housing solutions.
- Identify risks and safeguarding concerns and make appropriate referrals or take action in accordance with Council policies and procedures.
- Visit applicants in their homes across the designated area where required to provide housing advice, assess circumstances or support case resolution.
- Maintain a strong customer-focused approach when working with people experiencing vulnerability, homelessness or complex personal circumstances.
- Contribute to the prevention and reduction of homelessness across the community through effective partnership working and early intervention.
- Undertake occasional evening, weekend and on-call duties where required, including responding to emergency situations outside normal working hours.
- Comply with relevant housing legislation, Council policies, equality and diversity requirements, safeguarding procedures, data protection legislation and professional standards.
- Education qualification to at least A-level standard, or equivalent acquired knowledge to NVQ Level 4, together with a commitment to continuous professional development and the acquisition of relevant specialist knowledge and accreditation where required.
- Knowledge of homelessness legislation, including the Housing Act 1996, Homelessness Act 2002, Suitability of Accommodation provisions and Homelessness Reduction Act 2017.
- Knowledge of landlord and tenant law and the rights and responsibilities associated with different housing tenures.
- Understanding of the housing options available to people who are homeless or at risk of homelessness.
- Understanding of data protection, confidentiality and information governance requirements.
- Understanding of equality, diversity and inclusion and their relevance to the delivery of housing advice services.
- Experience of working within a Housing Options, homelessness, housing advice or related service.
- Experience of working within a local authority housing department, housing association, registered provider or similar organisation.
- Experience of dealing directly with members of the public, particularly vulnerable applicants or individuals with complex needs.
- Experience of effective partnership working with internal services and external agencies to achieve positive outcomes.
- Strong written and verbal communication skills, with the ability to communicate complex information clearly and sensitively.
- Ability to undertake detailed investigations, assess evidence and make sound, legally compliant decisions.
- Ability to manage a diverse caseload effectively, maintaining accuracy, attention to detail and appropriate case progression.
- Ability to maintain accurate, detailed and timely case notes and evidence-based records.
- Strong organisational and administrative skills, with the ability to prioritise workloads, manage competing demands and meet deadlines.
- Strong negotiation, influencing and problem-solving skills, with a resourceful and solution-focused approach.
- Ability to establish and manage realistic expectations while maintaining positive relationships with applicants and stakeholders.
- Ability to work effectively as part of a team, use initiative and work with limited supervision.
- Ability to work flexibly in response to changing service and customer needs.
- Fluent spoken English, in accordance with the requirements of Part 7 of the Immigration Act 2016 for customer-facing roles.
- Current full driving licence and access to a vehicle for work-related visits.
- Willingness to undergo an enhanced DBS/criminal background check as required for the role.
Hours per week: 37 hours
Location: Fully Remote
Bi-Weekly Payments
