Housing Assessment & Advice Officer

Hull City Council; United Kingdom; On-site; GBP 32,000 - 42,000; Full time

Job summary

Hull City Council in the United Kingdom is seeking a Housing Assessment & Advice Officer to provide a high-quality, empathetic front-door service for housing inquiries and to carry out an initial triage to guide customers to the right options and next steps.

The role involves managing a personal caseload, advising on housing options, coordinating with the Homelessness Prevention & Options teams, and liaising with housing providers to nominate properties while ensuring timely allocations and

Responsibilities

• Provide professional, empathetic housing advice via in-person, phone, written or IT systems.
• Deliver front-door triage for housing advice, assess needs, and route to appropriate teams.
• Advise on housing options and manage a personal caseload, linking with Sustainment and other teams.
• Liaise with housing providers to nominate properties and prepare adverts; track outcomes.
• Identify barriers to accommodation, perform pre-tenancy checks, signpost to benefits, and support tenancy sustainment.

Job description

Number of Vacancies: 1

Time Type: Full time

Worker Type: Regular

Proposed Interview Date: Monday, November 30, 2026

Hours of Work: 37

Hiring Manager: Julie Fulstow

Contact Number: 01482 616937

Job Description Summary: This is a Full Time Permanent Position

Interviews will take place week commencing 30 November 2026

ROLE AND PURPOSE

The Housing Assessment & Advice Officer will deliver high quality and empathetic 'front door' to the housing service, delivering an initial 'triage' function which assists customers to navigate the service and understand their rehousing options, administers the authority's housing list and provides practical assistance to applicants with their housing options.

They will give good quality advice to those approaching the Council for advice about housing, ensuring the appropriate course of action is identified and taken with their case at the outset, according to their specific needs and circumstances. They will give customers accurate and realistic advice about their housing options in order to manage expectations and ensure that people are supported to explore potential housing solutions.

They will give good quality advice to those approaching the Council for advice about housing, ensuring the appropriate course of action is identified and taken with their case at the outset, according to their specific needs and circumstances. They will give customers accurate and realistic advice about their housing options in order to manage expectations and ensure that people are supported to explore potential housing solutions.

They will make independent decisions on matters which involve an increased level of evaluation and judgement, such as priorities and direct lets, in accordance with legislation and policies and procedures. They will provide guidance to Housing Assessment and Advice Agents as required.

The Housing Access Service is a multi-disciplinary service which is the front door service to access housing in the city. It provides a comprehensive housing advice and options service designed to prevent homelessness and rough sleeping, help customers find realistic and sustainable housing solutions which meet their needs from a range of options and allocate available council homes in a timely way.

PRINCIPAL ACCOUNTABILITIES:

1. 1. Provides a professional, empathetic and high-quality service in response to customer and partner approaches for advice and assistance which may be in person, over the phone, in writing or via IT systems. This will include dealing with enquiries that the Housing Assessment & Advice Assistants need to upscale. Customer base includes clients in very stressful housing situations, those experiencing trauma, addiction and those who can be hard to engage and/or present with challenging behaviour (emotional, obstructive, verbally aggressive and hostile).
2. 2. Delivers a 'front door' triage service to all customers who are approaching the council for housing advice (including those who are homeless), making an assessment of their needs and circumstances and deciding on the appropriate action for their case in accordance with agreed protocols. This will include (but is not limited to) giving early homelessness advice with handover to the Homelessness Prevention & Options team, routing calls for temporary accommodation or the Domestic Abuse Housing Hub to colleagues immediately, giving realistic and accurate advice about whether an offer of council accommodation is likely and advising in accordance with the council's Allocations Policy. This may require work to be carried out in a range of settings including council offices/access points, customers' homes, voluntary sector agencies and other community settings.
3. 3. Provides advice and practical assistance to customers with their housing options, including early/upstream homelessness prevention activity, holding a personal caseload. This may include (but is not limited to) linking the customer in early with a Housing Sustainment Officer to prevent homelessness, registering applications onto the housing list including decisions on priorities, direct lets, downbandings and disqualifications, assisting customers with bidding, supporting them to register and search for a mutual exchange or register onto other providers' housing lists, and linking in with wider Housing Access and Neighbourhoods & Housing colleagues to explore potential housing solutions in accordance with complex case protocols.
4. 4. Liaises with registered housing providers to make nominations to their available properties, preparing and producing property adverts for this purpose where necessary. Follows up nominations made, ensuring that the outcomes are recorded.
5. 5. Ensures that any potential barriers to accessing accommodation are identified and customers are supported to address these at the outset to prevent problems later down the line. This includes carrying out pre-tenancy and affordability checks and taking into account when considering priorities and direct lets, signposting to benefit maximisation advice, tenancy sustainment or mental health support, linking in with colleagues around the provision of furniture packages where necessary or supporting those with poor tenancy/housing histories to explore their most appropriate housing options , including giving advice about ho