Targeted Housing Advisor – AR in London

Job Description

• Job Title
• Targeted Adviser (Housing Advice, Information and Assessment)
• Job Family
• Delivery – Front Line
• Grade
• Service
• Housing Advice, Information and Assessment Service
• Organisation
• Encompass LATC Ltd (Local Authority Trading Company – London Borough of Sutton)
• Date
• December 2016 (Version 1.1)
• Job Purpose

To provide a proactive, holistic and person-centred housing advice and support service to customers at risk of homelessness or in housing need.

The role focuses on preventing and relieving homelessness, supporting independent living, and ensuring all statutory duties under housing legislation are met through accurate assessment, decision-making and casework.

• Housing Advice and Casework
• Provide specialist housing advice including tenancy rights, security of tenure, eviction/possession proceedings, relationship breakdown, housing options, welfare benefits, debt, immigration impacts, and support services.
• Manage a caseload of customers requiring housing advice and homelessness prevention support.
• Undertake detailed assessments of housing need and eligibility.
• Homelessness Prevention and Statutory Decision-Making
• Make enquiries and assess applications under relevant housing legislation, particularly the Housing Act 1996 (Parts VI and VII), as amended.
• Make complex, legally informed decisions regarding housing eligibility and homelessness duties.
• Produce clear, accurate and legally compliant decision letters.
• Support Planning and Customer Work
• Develop and review personalised, solution-focused action plans with customers.
• Support customers to access housing, support services, training, and employment opportunities where appropriate.
• Promote independence and sustainable housing outcomes.
• Partnership Working
• Build and maintain effective relationships with internal teams, external agencies, landlords, and support organisations.
• Work collaboratively to deliver coordinated support for vulnerable adults and young people.
• Risk and Safeguarding
• Identify risks to customers and take appropriate action to mitigate harm.
• Escalate complex or high-risk cases to senior staff where necessary.
• Service Improvement
• Contribute to the development and improvement of housing policies, procedures and service delivery.
• Apply legislation, guidance and case law consistently to improve outcomes and service quality.
• Accountabilities
• Operational
• Deliver high-quality frontline services under supervision and within established frameworks.
• Manage individual caseloads to agreed service standards.
• Ensure accurate recording of casework and decisions on relevant IT systems.
• Budgetary
• Manage individual customer-related accounts within agreed budget limits where applicable.
• People Management (if applicable)
• May supervise or support a small team to ensure service delivery standards are met.
• Knowledge and Experience

• Working knowledge of housing law, particularly

• Housing Act 1996 (Parts VI and VII)
• Security of tenure and homelessness legislation
• Understanding of welfare benefits and housing-related support systems.
• Experience working in a complex advisory or casework environment.

Skills and Competencies

• Ability to interpret and apply complex legislation and policy.
• Strong decision-making skills with the ability to produce clear, consistent outcomes.
• Excellent communication skills, both written and verbal.
• Strong customer focus with empathy and a solution-oriented approach.
• Ability to manage competing priorities and a busy caseload.
• Strong analytical skills to assess information and make reasoned decisions.
• Ability to build effective relationships with a range of stakeholders.
• High level of accuracy in case recording and documentation.
• Behavioural Requirements
• Demonstrates respect, fairness and commitment to equality and diversity.
• Works collaboratively and responds positively to feedback.
• Takes responsibility for personal development and continuous improvement.
• Maintains professionalism when dealing with vulnerable or challenging situations.
• Other Requirements
• Adherence to health and safety policies and procedures.
• Commitment to organisational values and service standards.
• Flexibility to work outside normal hours when required.
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