Housing Triage Coordination Officer

Carrington West; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Carrington West is seeking an experienced Housing Triage Coordination Officer to join a busy Housing Solutions team in Greater London. You will be the frontline contact, delivering rapid housing advice, triage, and coordinating responses to ensure residents receive the right support at the earliest opportunity.

In this fast-paced, customer-facing role you will work with housing providers and partners, manage high-volume enquiries, signpost users to suitable options, and help prevent homelessness

Qualifications

• Experience in Housing Options, Homelessness or Housing Advice environment.
• Strong understanding of homelessness legislation (Housing Act 1996; Homelessness Reduction Act 2017).
• Experience delivering frontline customer service and housing advice.

Responsibilities

• Act as the first point of contact for residents, delivering a high-quality triage and advice service.
• Provide rapid responses to housing enquiries via front of house, telephone, email and web forms.
• Coordinate appointments for Housing Options Officers and other tenancy staff.
• Manage and monitor incoming enquiries, allocating cases across the service.
• Provide housing advice, signposting and initial decision letters in line with legislation.

Skills

Frontline customer service

Housing advice

Caseload management

Negotiation

Tools

Case management software

Job description

We are currently recruiting for an experienced Housing Triage Coordination Officer to join a busy Housing Solutions team, playing a key role at the front end of the service in preventing homelessness and delivering effective housing advice.

This is a fast-paced, customer-facing position where you will act as the first point of contact for residents, providing immediate housing advice, triaging cases and coordinating responses to ensure customers receive the right support at the earliest opportunity.

The Role

• Act as the first point of contact for residents presenting with housing issues, delivering a high-quality triage and advice service.
• Provide rapid responses to housing enquiries via front of house, telephone, email and web forms.
• Work proactively to prevent homelessness at first contact, including negotiation with landlords, family members and other stakeholders.
• Coordinate appointments for Housing Options Officers, visiting officers and tenancy relations officers.
• Manage and monitor incoming enquiries, allocating cases appropriately across the service.
• Provide housing advice, signposting and initial decision letters in line with legislation and council procedures.
• Support customers to explore housing options including private rented sector, mutual exchange, mobility schemes and homelessness prevention tools.
• Work closely with internal teams and external partners including housing providers, DWP, health services, probation and third sector organisations.
• Ensure all case information is accurately recorded on relevant systems and meets reporting requirements.
• Support vulnerable households, including those with mental health, substance misuse or complex needs, ensuring appropriate referrals are made.
• Assist in the assessment of applications under Part VI and Part VII of the Housing Act 1996 and the Homelessness Reduction Act 2017.
• Contribute to homelessness prevention initiatives and continuous service improvement.

Key Requirements

• Experience working within a Housing Options, Homelessness or Housing Advice environment.
• Strong understanding of homelessness legislation, including the Housing Act 1996 and Homelessness Reduction Act 2017.
• Experience delivering frontline customer service and housing advice.
• Ability to manage a high-volume caseload in a fast-paced, front-facing environment.
• Strong communication and negotiation skills with the ability to resolve complex situations.
• Experience working with vulnerable clients and partner agencies.
• Good IT skills with experience maintaining accurate case records.
• Ability to work to targets, deadlines and performance standards.