Housing & Homelessness - Housing Options Caseworker (HOST Complex Officer)

The HOST Team is looking to recruit a committed and experienced Homelessness Officer to fill a vacancy within the Housing Options and Homelessness Service. This is a frontline role based in the HOST Complex Team, which supports single clients with complex needs who are homeless or at risk of homelessness. The successful candidate will be expected to work from the office, delivering face‑to‑face homelessness assessments and providing tailored housing advice and support. The role also requires flexibility to work in the community, including with hostel providers, health professionals, and other key partners.

Purpose of the Role

To provide a specialist homelessness prevention and housing options service to single clients with complex support needs. The postholder will carry out statutory homelessness assessments, issue s184 decision letters, and work collaboratively with internal and external partners to identify sustainable housing solutions.

Key Responsibilities

• Conduct statutory homelessness assessments in line with Part VII of the Housing Act 1996 and the Homelessness Reduction Act 2017.
• Issue legally compliant s184 decision letters and provide clear, written advice outlining housing options and next steps.
• Support vulnerable residents with complex needs including mental health, substance misuse, and offending history.
• Develop and agree housing pathways with clients, including referrals to supported accommodation and other housing options.
• Liaise with hostel providers, social care, probation, health services, and voluntary sector partners to coordinate support and placements.
• Represent the council at multi‑agency meetings, including hospital discharge planning and case conferences.
• Maintain accurate, timely casework records and contribute to the achievement of HOST KPIs and service improvement targets.
• Support the delivery of homelessness prevention initiatives and participate in service development activities.

Essential Experience and Knowledge

• Demonstrable experience working in homelessness services or a closely related field.
• Strong understanding of housing legislation, homelessness duties, and prevention strategies.
• Experience issuing s184 decision letters and managing statutory casework.
• Familiarity with the Care Act, Equality Act, and safeguarding responsibilities.
• Experience supporting vulnerable individuals and managing complex cases.

Skills and Attributes

• Excellent communication skills – able to engage sensitively and effectively with clients and stakeholders.
• Strong negotiation and advocacy skills – able to broker housing solutions and navigate complex systems.
• Ability to work independently, manage a caseload, and meet deadlines.
• Flexibility to work across the community and adapt to changing service needs.
• Collaborative approach to team working and partnership engagement.
• IT proficiency, including use of case management systems and Microsoft Office.

Training and Development

Tower Hamlets is committed to the professional development of its staff. The successful candidate will benefit from ongoing training and learning opportunities, including housing law, safeguarding, trauma‑informed practice, and customer care; access to internal and external development programmes; and support to progress within the Housing Options service and wider council.

Working Environment

Based at the new Whitechapel award‑winning building, with excellent transport links. Will be required to work on‑site and flexibly in the community as needed. Part of a small, supportive team that values collaboration, shared responsibility, and high standards of customer care.

Values and Culture

The postholder is expected to embody the council's TOWER values: Together – working across boundaries and with partners to achieve the best outcomes; Open – transparent and inclusive in communication and decision‑making; Willing – to challenge, innovate, and take accountability; Excellent – going the extra mile to deliver high‑quality services; Respect – for all communities, recognising diversity and promoting inclusion.

Our Benefits

• Competitive salary.
• Local Government Pension Scheme membership.
• Generous annual leave: 29 days, rising to 33 with 5+ years' service, plus bank holidays and 3 additional days at Christmas.
• Staff money‑saving schemes (e.g., rent deposit loans, season ticket loans).
• Learning and development opportunities through our Learning Academy, with clear career development and leadership pathways.