Under One Roof Advisor (9+ Month Fixed-Term Contract)

Torus Group; Warrington; On-site; GBP 26,000 - 34,000; Full time

Job summary

Torus Group is seeking an Under One Roof Advisor in Warrington to join on a minimum 9-month fixed-term contract. You will assess housing applications, determine eligibility and priority, and support customers through their housing journey in line with local authority policies.

The role is based at our Warrington Bank Park House office. You’ll work with partner landlords, manage nominations, and ensure allocations are fair, accurate and compliant with safeguarding and data protection standards.

Qualifications

• Experience in housing allocations and nomination processes.
• Experience using Property Pool Plus or Under One Roof.
• Strong customer service with good communication.

Responsibilities

• Assess housing applications, determine eligibility and priority.
• Manage nominations to partner landlords and support customers.
• Provide advice across telephone, email and online channels.
• Maintain accurate case records and ensure data protection compliance.
• Liaise with landlords and external organisations to progress nominations.
• Promote safeguarding and handle sensitive information.

Skills

Housing allocations

Policy knowledge

Customer service

Communication

Digital systems

Data protection

Attention to detail

Organisational skills

Initiative

Team collaboration

Tools

Property Pool Plus

Under One Roof

Job description

Under One Roof Advisor (9+ Month Fixed-Term Contract)

We’re looking for an Under One Roof Advisor to join our team on a minimum 9-month maternity cover fixed-term contract. This is an excellent opportunity for someone with experience in housing allocations to use their knowledge and decision‑making skills to support customers whilst ensuring applications and nominations are managed fairly, consistently and in line with local authority policies.

Under One Roof is a commissioned service managed by Torus on behalf of local authority partners, helping people access housing opportunities through a fair, transparent and customer‑focused allocations process. In this role, you’ll assess housing applications, determine eligibility and priority, manage nominations to partner landlords and support customers throughout their housing journey. You’ll play a key role in helping applicants access suitable housing whilst ensuring allocations are made in line with relevant policies and procedures.

What you’ll be doing:

• - Deliver a high-quality, customer‑focused housing allocations service through the Under One Roof scheme.
• - Assess housing applications, review supporting evidence and make decisions on eligibility and priority in line with relevant allocations policies and procedures.
• - Support customers throughout their housing journey, providing advice, guidance and assistance across telephone, email and online channels.
• - Manage property adverts, shortlisting and nominations, ensuring homes are allocated fairly, accurately and efficiently.
• - Liaise with partner landlords and external organisations to progress nominations and achieve positive outcomes for customers.
• - Respond to enquiries from customers and stakeholders, delivering a professional, responsive and supportive service.
• - Maintain accurate records and case information, ensuring compliance with data protection requirements and service standards.
• - Identify customers who may require additional support and signpost or refer them to appropriate services where required.
• - Work collaboratively with colleagues and partner organisations to continuously improve the customer experience and service delivery.
• - Contribute to team objectives, performance targets and service improvement initiatives.
• - Build positive working relationships with a range of stakeholders, including customers, housing providers, local authority partners and support agencies.
• - Promote safeguarding and ensure any concerns relating to vulnerable adults or children are acted upon appropriately.

What we’re looking for:

• - Experience working within a housing allocations role, with a good understanding of housing allocations policies, procedures and nomination processes.
• - Experience using Property Pool Plus, Under One Roof, or a similar choice‑based lettings or allocations system.
• - Experience assessing housing applications, reviewing supporting evidence and making fair, evidence‑based decisions.
• - Strong customer service skills, with the ability to confidently support and guide applicants through the allocations process.
• - Excellent communication and relationship‑building skills, with experience working collaboratively with customers, partner landlords and external agencies.
• - The ability to interpret and apply policies consistently, using sound judgement and attention to detail.
• - Strong organisational skills, with the ability to manage a varied workload, prioritise competing demands and meet deadlines.
• - Confidence using digital systems to manage applications, case records and customer information accurately.
• - Experience handling sensitive and confidential information with professionalism and discretion.
• - The ability to work independently, use initiative and take ownership of your workload while contributing positively to the wider team.
• - A proactive and flexible approach, with a commitment to continuous improvement and delivering positive outcomes for customers.

Shortlisted candidates will be invited to attend an in‑person competency‑based interview at our Warrington Bank Park House office, with interviews taking place on the afternoon of Wednesday 4 November 2026 and Thursday 5 November 2026.

Additional Information:

Each successful applicant will be required to complete the following pre‑employment checks prior to a start date being agreed:

• - Right to work verification.
• - Qualification certificate check (where applicable).
• - Two satisfactory references.
• - DBS check if applicable (Standard/Enhanced).
• - Completion of all new starter documentation, including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.