Community Housing Triage Officer

Neway International Ltd; Kingston; On-site; GBP 60,000 - 80,000; Full time

Job summary

A UK-based recruitment service is seeking a Community Housing Triage Officer to assist residents in Kingston with housing issues. As the first contact for housing assistance, you will provide tailored advice to prevent homelessness. The role requires knowledge of homelessness causes, strong communication skills, and experience in related fields. This is a fixed-term position until March 2026, providing an opportunity to impact the community positively.

Qualifications

• Experience in housing, customer service, or advocacy/advice settings.
• Ability to interpret complex case law and develop creative solutions.
• Experience working with vulnerable client groups.

Responsibilities

• Act as the first point of contact for housing and homelessness enquiries.
• Conduct initial assessments to prevent homelessness.
• Manage the Community Housing inbox and respond to queries.

Skills

Knowledge of homelessness causes and best practice in prevention and relief

Strong communication skills

Good IT skills, including case management systems

Ability to work independently

Job description

Neway International are seeking a Community Housing Triage Officer (Grade E) to join our client Royal Borough of Kingston, based at Guildhall 2.

Location: Guildhall 2, Kingston

Hours: 36 per week (09:00 – 17:00)

Start Date: 05/01/2026

End Date: 31/03/2026 (Fixed Term)

Pay Rates: £16.59 PAYE / £21.54 Umbrella

IR35 Status: Inside IR35

Closing Date: 16/12/2025 at 20:45

About the Client

The Royal Borough of Kingston is committed to delivering the best possible outcomes for its communities. The Council values employees who thrive in agile, networked environments and who contribute to continuous improvement within a constructive organisational culture.

The Role

As a Community Housing Triage Officer, you will be the first point of contact for residents seeking housing assistance. You will provide early intervention and tailored advice to prevent homelessness, triage initial housing presentations, and support Housing Solutions Officers in completing homelessness decisions. The role involves managing enquiries across multiple channels, maintaining accurate case records, and ensuring high levels of customer satisfaction.

Key Responsibilities

• Act as the first point of contact for housing and homelessness enquiries.


• Conduct initial assessments of households and provide tailored advice to prevent homelessness.


• Manage the Community Housing inbox, respond to queries, and process documentation.


• Enter applicant details and notes into the case management system.


• Assess referrals under the ‘Duty to Refer’ arrangements and elevate where necessary.


• Support households in applying to the Housing Register or accessing homelessness support.


• Maintain accurate, timely case records and ensure compliance with statutory guidance.


• Undertake home visits to verify applicant circumstances.


• Identify safeguarding concerns and refer residents to appropriate support services.


• Contribute to performance monitoring, service improvement, and best practice initiatives.

Candidate Requirements

• Knowledge of homelessness causes and best practice in prevention and relief.


• Understanding of social housing allocation, private rented sector, and supported accommodation.


• Experience in housing, customer service, or advocacy/advice settings.


• Strong communication skills, including active listening and negotiation.


• Ability to interpret complex case law and develop creative solutions.


• Skilled in writing case notes, technical letters, and reports.


• Ability to work independently, prioritise workloads, and meet deadlines.


• Good IT skills, including case management systems and Microsoft applications.


• Knowledge of the Housing Act 1996 and Homelessness Reduction Act 2017.


• Experience working with vulnerable client groups, including those affected by trauma, mental health, domestic abuse, or substance use.

This is a fixed-term role until March 2026, offering an opportunity to make a direct impact in preventing homelessness and supporting residents in Kingston.