Prevention, Tenancy and Support Officer

Somerset Council; Taunton; Hybrid; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Local Government Pension Scheme (LGPS)

Hybrid working arrangements

28 days annual leave + bank holidays

Job summary

Somerset Council is seeking a Senior Prevention, Tenancy and Support Officer to lead homelessness prevention and housing support services across Somerset. You will guide complex cases, manage complaints, and drive service improvements.

The role sits in the Housing Options team, with responsibilities spanning investigations, QA, and training of staff. The post requires strong knowledge of homelessness legislation, robust communication and mentoring skills, and the ability to work across partner

Qualifications

• Strong knowledge of homelessness legislation and housing-related law.
• Experience with complaints handling and quality assurance.
• Experience managing complex housing cases.
• Ability to mentor junior staff.
• DBS check and driving licence required.

Responsibilities

• Lead on investigation and resolution of Stage 1 complaints.
• Identify lessons learned and drive service improvements.
• Provide expert advice on complex and high-risk housing cases.
• Conduct case audits and quality assurance checks.
• Support induction and training of team members.
• Deputise for the Service Manager at meetings.
• Monitor trends and data to identify service development opportunities.
• Work with internal teams and external partners to deliver housing solutions.

Skills

Homelessness legislation knowledge

Landlord and tenant law

Welfare benefits understanding

Housing allocation processes

Communication and negotiation

Relationship-building

Coaching and mentoring

Analytical and problem-solving

Organisational skills

Education

A-Level qualifications or equivalent

Job description

As a Senior Prevention, Tenancy and Support Officer, you'll play a key role in supporting the delivery of high-quality homelessness prevention and housing support services across Somerset. Acting as a senior member of the Housing Options team, you'll provide expert guidance on complex cases, lead on complaints and quality assurance activity, and support service improvement initiatives that help achieve better outcomes for residents. Working closely with Service Managers and colleagues across the Housing Service, you'll help ensure services remain compliant, responsive and focused on preventing homelessness through early intervention, effective case management and continuous improvement. In this role, you will:

• Lead on the investigation and resolution of Stage 1 complaints, ensuring timely and high-quality responses.
• Identify lessons learned from complaints and case reviews, driving service improvements across the team.
• Provide expert advice and guidance on complex and high-risk housing cases.
• Conduct case audits and quality assurance checks to ensure compliance with relevant legislation and council procedures.
• Support and mentor Prevention, Tenancy and Support Officers and Triage Officers, promoting best practice and professional development.
• Assist with induction, training and ongoing upskilling of team members.
• Deputise for the Service Manager when required, representing the service at meetings and partnership forums.
• Support operational delivery through workload oversight, service planning and performance improvement initiatives.
• Monitor trends and data, helping to identify opportunities for service development and enhanced customer outcomes.
• Work collaboratively with internal teams and external partners to deliver coordinated support and housing solutions., This role can be based at any Somerset Council office location, with hybrid working arrangements available in line with service requirements. The role will involve occasional travel across Somerset and attendance at partner and multi-agency meetings.
  Strong knowledge of homelessness legislation, landlord and tenant law, welfare benefits and housing allocation processes.
• Experience managing complex housing cases and applying housing legislation to achieve positive outcomes.
• Excellent communication, negotiation and relationship-building skills, including handling complaints and challenging situations.
• Experience working collaboratively with internal teams and external partners to deliver effective services.
• The ability to coach, support and guide colleagues while maintaining high standards of performance.
• Strong analytical, organisational and problem-solving skills, with a keen eye for detail.
• A-Level qualifications (or equivalent) or substantial experience within a frontline housing or homelessness service.
  At Somerset Council, we're a progressive organisation committed to improving lives and shaping better services for our communities. Based in one of England's most beautiful counties, it's a great place to build your career and enjoy an excellent quality of life.
• 28 days annual leave plus bank holidays, with the option to purchase additional leave.
• Local Government Pension Scheme (LGPS), one of the UK's most enhanced and secure pension schemes.
• Flexible and hybrid working arrangements to support work-life balance, where service needs allow.
• Health and wellbeing support, including access to confidential employee assistance services.
• Paid volunteering opportunities, helping you make a difference both inside and outside of work. DBS check A DBS check is required for this post, and applicants must hold a full UK driving licence.