London Borough of Redbridge – Ilford
Role Title: Housing Solutions Assistant
Department: Housing
Hours/Weeks: 36 hours / 52.14 weeks
Reports to: Housing Solutions Team Leader or Housing Customer Contact Team Leader
Redbridge Council – Ilford are looking to recruit a Housing Solutions Assistant on a contract basis.
Role Description
This position is fundamental to the provision of housing advice and homelessness services to vulnerable customers who may approach the council for assistance as a result of the Housing Act 1996 and Homelessness Reductions Act 2017 duties, and other key housing legislation, alongside the Children Act and the Care Act. This is a specialist role that will be at the forefront of the prevention of homelessness, and at the cutting edge following the introduction of the Homelessness Act 2017. Officers will work with a full range of customers and scenarios but may specialise in teams focused on prevention for single people, prevention for families or homeless assessment decision‑making.
Key Accountabilities and Result Areas
1. Strategy and Planning
The post holder will be required to develop a comprehensive knowledge of all housing advice and homelessness legislation, other general housing legislation, welfare benefit expertise and knowledge of the adult & children social care environment and impact, and to use this knowledge to support customers and achieve positive outcomes. The post holder will be required to develop specialist knowledge of the Housing Act 1996, the Homelessness Reduction Act 2017, the Children Act, and the Care Act, combined with specialist knowledge of the Welfare Reform Act. The post holder will use this knowledge to work collaboratively with customers to identify the most appropriate and effective solutions to their housing problems and to do so proactively at the most appropriate time, ensuring the maximum opportunities for early intervention. The post holder will be required to be innovative, dynamic and solutions‑focused and consider and pursue all available housing options to prevent the customers from becoming homeless. The post holder will be required to use their experience to contribute to the ongoing development and design of the service and solutions for customers.
2. Operations and Support
To provide an effective, customer‑focused and efficient service to customers presenting with housing problems; to support them in keeping their current home or in accessing a new home in the public or private sector. To prioritise early intervention and create an environment for responding to customers’ issues as soon as possible. To develop the ability to advise customers on a full range of options to solve their housing problem, including:
o how the council can intervene if they are threatened with homelessness
o joining and priority on the housing register and housing mobility options
o options for private renting, supported housing, moving out of London, shared ownership and obtaining a mortgage
To complete the Personalised Housing Plan following a detailed assessment with all customers as part of the first interview process and to ensure this Personalised Housing Plan is kept up to date. To ensure support needs are identified, recorded and acted upon and to refer for resettlement support as required. To request the provision of temporary accommodation where necessary. To carry out detailed enquiries on cases subject to statutory review proceedings as directed by the Housing Reviews Manager. To learn and comply with all relevant statutory requirements, Government Guidance and Codes, Redbridge policies and procedures, professional and performance standards and best housing and homelessness prevention practice. To advise clients of available tenancy support services including floating support, income maximisation, debt and rent arrears advice, Discretionary Housing Payments, Housing Benefit support, mobility mutual exchange and under‑occupation schemes. Any other duties appropriate to the post and grade.
3. Systems and Process Development and Improvement
To utilise the homelessness system to produce a personal housing plan for each customer and to provide key monitoring information for submission to the HClic system created by DCLG and for local information reporting and management. To maintain customers’ electronic files on info@work providing a thorough audit trail of activity and key documents in line with agreed process.
4. Communication Partnership
To develop effective working relationships with colleagues within Redbridge, other council and statutory services, external bodies, service users, landlords as well as voluntary and other housing organisations and ensure effective referrals. To assist in developing full range of information and publicity for all clients as well as supporting the development of internal procedures. To provide advice services to clients through personal or telephone interviews, correspondence, advocacy, reception, home visiting, outreach work and surgeries, workshops and talks to customer groups. To deal with enquiries, complaints and correspondence from clients and their advocates, including solicitors, councillors, MPs, the ombudsman and other housing providers, in line with the Council's complaints and enquiries procedure. Prepare information as required to support court cases for which the post‑holder is responsible (reviews and appeals, judicial reviews etc.).
Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual’s skills, qualifications and abilities to perform the relevant duties required in a particular role.
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