Housing Triage & Register Officer

Vivid Resourcing Ltd; Welwyn; On-site; GBP 25,000 - 35,000; Full time

Job summary

A housing assistance organization is seeking a Housing Officer to be the first point of contact for individuals requiring housing support. You will assess housing needs, manage applications, and provide guidance to customers. Ideal candidates have experience in housing or customer service, a strong grasp of housing legislation, and excellent communication skills.

Qualifications

• Experience of working in a housing, homelessness, or customer-facing role.
• Strong knowledge of housing legislation, including the Housing Act 1996 and the Homelessness Reduction Act 2017.
• Ability to assess complex information quickly and accurately.

Responsibilities

• Act as the initial point of contact for housing enquiries.
• Process applications to join the housing register.
• Provide clear and timely information to customers.

Skills

Communication skills

Organizational skills

Knowledge of housing legislation

Interpersonal skills

Job description

Overview

Job Purpose
To be the first point of contact for individuals and households seeking housing assistance. This role involves assessing housing needs, providing advice and guidance, and managing applications to the Council's housing register. The officer will play a key role in ensuring that customers are triaged effectively, applications are accurately assessed, and that all work is carried out in accordance with relevant legislation, policies, and procedures.

Responsibilities

• Triage & Initial Assessment: Act as the initial point of contact for housing enquiries via phone, email, online portals, or in person. Carry out detailed triage assessments to determine the most appropriate level of support or advice. Identify urgent or complex cases requiring further assessment by the Housing Options Team.
• Housing Register Management: Process applications to join the housing register in line with the Council's Allocation Policy. Assess eligibility and housing need based on supporting documentation, ensuring accurate banding and prioritisation. Maintain accurate and up-to-date records on the housing system, including applicant details, correspondence, and outcomes.
• Advice & Signposting: Provide clear, accurate, and timely information to customers regarding their housing options, rights, and responsibilities. Signpost customers to relevant internal teams or external agencies, including homelessness prevention, welfare advice, domestic abuse support, and supported housing services. Assist customers in understanding the housing application process and the expectations around bidding and choice-based lettings.
• Compliance & Quality Assurance: Ensure that all assessments and decisions comply with legislation such as the Housing Act 1996 (as amended), the Homelessness Reduction Act 2017, and GDPR. Contribute to the ongoing review of housing register applications and cases to maintain accuracy and fairness. Respond to queries and requests for reviews relating to housing register decisions.
• Customer Service & Communication: Deliver a professional, empathetic, and efficient service to residents, often dealing with vulnerable individuals in challenging situations. Work collaboratively with colleagues across housing, social care, benefits, and other services to ensure a joined-up approach to customer needs.

Person Specification

Essential:

• Experience of working in a housing, homelessness, or customer-facing role.
• Strong knowledge of housing legislation, including the Housing Act 1996 and the Homelessness Reduction Act 2017.
• Excellent communication and interpersonal skills.
• Ability to assess complex information quickly and accurately.
• Strong organisational and IT skills, including experience using case management or housing systems.
• Commitment to equality, diversity, and inclusion in service delivery.

Desirable:

• Experience working with vulnerable individuals or those in housing crisis.
• Knowledge of local housing market and available housing options.
• Familiarity with choice-based lettings systems and allocation policies.
• Experience handling sensitive data in line with GDPR.

Vivid Resourcing are committed to equality of opportunity for all applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships or any other characteristic protected by law