Community Housing Triage Officer

neway international; Kingston upon Thames; On-site; GBP 30,000 - 40,000; Full time

Job summary

A community service organization is seeking a Community Housing Triage Officer based in Kingston upon Thames. The successful candidate will be the first point of contact for residents seeking housing assistance, focusing on preventing homelessness and providing tailored advice. Responsibilities include managing enquiries, conducting assessments, and maintaining accurate records. Strong communication skills and knowledge of homelessness legislation are essential for this role.

Qualifications

• Experience in housing or customer service settings.
• Skilled in writing case notes and reports.
• Ability to work independently and meet deadlines.

Responsibilities

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

Skills

Knowledge of homelessness causes

Strong communication skills

Good IT skills

Ability to interpret complex case law

Tools

Case management systems

Microsoft applications

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. 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.

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 escalat 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.

Qualifications

• 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.

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.