Housing Advice Officer (Housing Options Officer) – AR in Hengoed

Job Description

Job Title

Housing Advice Officer (Housing Options Officer)

Grade

Grade 7

Directorate

Social Services and Housing

Division

Caerphilly Homes

Section

Housing Solutions – Housing Advice Centre

Location

Gilfach House

Reporting to

Senior Housing Advice Officer

Job Purpose

To prevent homelessness and deliver the Council’s statutory duties under homelessness legislation. The postholder will provide a comprehensive, accessible housing advice and housing options service to members of the public, supporting households at risk of homelessness and ensuring appropriate legal duties are fulfilled.

The role involves assessing housing need, making statutory homelessness decisions, and working with partner agencies to achieve positive housing outcomes.

Key Responsibilities

1. Homelessness Assessment & Statutory Duties

• Receive, assess, and investigate homelessness applications in line with the Housing (Wales) Act 2014 and associated statutory guidance
• Determine eligibility, priority need, intentionality, and other legal tests
• Ensure all statutory homelessness duties are correctly applied and recorded
• Maintain accurate, legally defensible case records and decision-making documentation

1. Homelessness Prevention & Housing Advice

• Provide tailored housing advice to individuals and households at risk of homelessness
• Undertake preventative interventions to avoid homelessness wherever possible
• Advise on tenancy rights, landlord/tenant issues, and housing law matters
• Support customers to access housing solutions, including private rented, social housing, and support services

1. Case Management & Administration

• Manage a caseload of complex housing and homelessness cases
• Maintain accurate records, statistics, and case files within required timescales
• Use council IT systems (e.g., Capita and other housing databases) effectively
• Prepare detailed case notes, reports, and documentation as required

1. Emergency Housing & Risk Management

• Refer and authorise placements into emergency accommodation where required
• Complete risk assessments for vulnerable households
• Work closely with the Emergency Housing Team to ensure safe and timely placements

1. Partnership Working

• Liaise with internal departments including Housing Benefits, Social Services, Environmental Health, and Legal Services
• Work with external agencies including DWP, Police, Probation, voluntary organisations, and domestic abuse services
• Collaborate with landlords and housing providers to resolve housing issues

1. Policy, Legislation & Service Development

• Maintain up-to-date knowledge of housing legislation, homelessness policy, and welfare reform
• Apply policies consistently and contribute to service improvement
• Participate in reviews and updates of homelessness procedures and guidance

1. Corporate Contribution

• Support corporate initiatives to improve customer service delivery
• Participate in training, focus groups, and service development projects
• Contribute to the implementation of new housing initiatives and digital services

1. Out of Hours Service

• Participate in the homelessness out-of-hours standby rota when required

Key Working Relationships

• Senior Housing Advice Officer
• Housing Solutions Manager
• Emergency Housing Team
• Housing Register Team
• Social Services, Legal Services, Housing Benefits, Environmental Health
• External agencies (DWP, Police, Probation, voluntary sector organisations)
• Members of the public and their representatives
• Elected Members

Working Environment

• Office-based role with occasional external meetings
• High volume of public contact, often with vulnerable individuals
• Fast-paced environment requiring effective prioritisation and decision-making

Key Requirements

• Ability to make complex statutory decisions under housing legislation
• Strong communication skills, both written and verbal
• Ability to remain calm and professional in challenging situations
• Strong organisational and case management skills
• Commitment to safeguarding, equality, and confidentiality
• Flexible, resilient, and customer-focused approach

Additional Information

The duties outlined are not exhaustive and may vary in line with service needs. The postholder will be expected to undertake any duties reasonably consistent with the grade and nature of the role.