Job Description
Housing & Homelessness Support Assistant
£35,520 - £37,134 per annum
x1 Permanent position
This is a frontline customer-focused role within the Housing & Homelessness Service, acting as the first point of contact for residents seeking housing advice, homelessness assistance, and support with their housing circumstances.
The role is responsible for triaging homelessness applications, assessing housing enquiries, providing high-quality advice, and ensuring residents are directed to the most appropriate service pathway. The successful candidate will play a key role in delivering an efficient and customer-centred service, helping vulnerable residents access support at the earliest opportunity.
This is not a specialist case management role. It requires strong communication skills, sound judgement, and the ability to work within a fast-paced environment while managing customer expectations and service demand.
The post holder will work closely with Housing Advisors, Homelessness Prevention Officers, Temporary Accommodation Teams, Social Care, Children's Services, Adult Services, Registered Providers, and a variety of voluntary and statutory agencies.
About the Role
Homelessness and housing need continue to present significant challenges across London, with increasing numbers of residents requiring advice, support and accommodation assistance. The Housing & Homelessness Support Officer plays a vital role in ensuring residents access the right support at the right time.
The Housing & Homelessness Support Officer will:
Act as the first point of contact for residents approaching the Council for housing and homelessness assistance.
Work from Housing Hubs and other community locations as required by the service rota, delivering housing advice, homelessness triage, and customer support to residents in accessible local settings
Conduct initial triage assessments of housing applications and homelessness enquiries.
Gather relevant information and supporting documentation to determine the appropriate service pathway.
Provide accurate housing advice and information in accordance with housing legislation, policies and procedures.
Assess applications and referrals to identify urgency, vulnerability, safeguarding concerns and housing need.
Create and maintain accurate case records on the Council's housing management systems.
Signpost residents to internal and external support services where appropriate.
Manage customer enquiries received via telephone, email, online systems and face-to-face appointments.
Support Housing Advisors and senior officers by preparing cases for assessment and decision-making.
Work collaboratively with partner agencies to ensure residents receive timely assistance.
Maintain high standards of customer care while dealing with challenging situations and vulnerable residents.
Contribute to service performance targets, including response times, application processing and customer satisfaction measures.
This role is customer-service focused and requires the ability to deliver a professional, empathetic and efficient service while managing competing priorities and service demand.
What We Are Looking For
You must have demonstrable experience of:
Delivering excellent customer service within a housing, homelessness, local authority, public sector or similar environment.
Handling high volumes of enquiries and managing competing demands effectively.
Assessing customer needs and identifying appropriate solutions or referral pathways.
Working with vulnerable individuals and households in a sensitive and professional manner.
Maintaining accurate records and case information using electronic systems.
Working within established procedures, policies and service standards.
Communicating clearly and effectively, both orally and in writing.
Building positive working relationships with colleagues, partner organisations and stakeholders.
Managing difficult conversations and resolving customer queries effectively.
Desirable experience includes:
Knowledge of housing and homelessness services.
Understanding of the Housing Act 1996 and Homelessness Reduction Act 2017.
Experience of housing options, homelessness prevention or customer access services.
Experience using housing management or casework systems.
Awareness of safeguarding responsibilities and supporting vulnerable residents.
What You'll Bring
You will be empathetic, organised and resilient, with a genuine commitment to helping residents access housing support. You will have excellent interpersonal skills and be confident dealing with people from a wide range of backgrounds, including those facing crisis situations.
You will be able to gather and analyse information quickly, make informed decisions regarding service pathways, and deliver a consistently high standard of customer service in a busy operational environment.
Please view JD here
closing date: 4th August 2026
Information
We are committed to creating an inclusive, anti-racist environment for all. When you apply for a job at Newham, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. If you share our vision and values, and you bring the experience and skills we need, that’s all that matters to us.
The London Borough of Newham has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.
Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.
We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn .
