Housing Officer – Temporary Accommodation in Somerset

Role Purpose: You will work in conjunction with the Homeless Service to minimise time spent living in temporary accommodation and support tenancy readiness for prompt move-on into permanent accommodation. We believe that people should spend the shortest time possible in temporary accommodation to minimise the disruption and stress it can cause. Prolonged stays can negatively impact mental health, wellbeing and family stability especially for children who may face interruption to their education and routines. Temporary accommodation can also limit opportunities for employment due to uncertainty about location of where they will become settled. High rent levels in temporary accommodation can also make it difficult to move from benefits into work.

You will deliver a comprehensive temporary accommodation service, acting as a key point of contact for tenants throughout the tenancy lifecycle. You and your team will manage a portfolio of temporary homes, provide timely and accurate advice, identify support needs and work with customers and partner agencies to help sustain successful tenancies.

You will provide advanced housing management support. You will help maintain safe, well-managed properties by monitoring tenancy compliance, completing inspections, responding to low-level nuisance and anti-social behaviour, and ensuring concerns are recorded and progressed in line with relevant procedures, housing legislation and health and safety requirements.

You will:

• Manage a portfolio of approximately 56 properties, providing a responsive and customer-focused housing management service.
• Ensure effective prioritisation and management of case work and respond to housing related enquiries and actions.
• Record all contact with customers on the Open Housing System and provide appropriate advice and support to Housing Officers in addressing tenant issues.
• Work closely with the Case Manager Lead to ensure that policies and procedures are written and kept up to date.
• Prepare and organise monthly meetings for the temporary accommodation team.
• Ensure team plans and schedules are in place for the delivery of the service area.
• Work closely with our Complaints and Performance Team to ensure Stage 1 complaints are prioritised and responded to in line with current procedures.
• Embed learning opportunities into procedures and ensure the team is aware.
• Collate and analyse monthly data provided by the team, updating records and providing the Case Manager Lead with a report on outputs and issues.
• Carry out regular 121’s and checks to ensure quality controls are carried out.
• Ensure the team are safeguarding tenants and others when required.
• Deal with complex housing management cases and provide help and support to the team when required.
• Monitor new tenancies and ensure paperwork is stored correctly.
• Understand ASB issues and ensure the team follows procedures and good practice.
• Monitor STAR survey data and share with the team.
• Prepare monthly and quarterly statistical information regarding performance of service area.
• Provide high level advice and information in relation to temporary accommodation housing management.
• Maintain relationships with all multi-agency partners.
• Assist the Case Manager Lead with administrative aspects of managing temporary accommodation cases.
• Provide comprehensive administrative support to the temporary accommodation team.
• Ensure the temporary accommodation team maintains comprehensive housing records.
• Provide the Case Manager Lead with monthly key performance information.
• Provide statistical reports on behalf of the Temporary accommodation team.
• Liaise with Homelessness Service in preparation for move-on and tenant readiness.
• Attend weekly meetings with the Homeless Service.
• Manage all void properties efficiently.
• Monitor compliance with tenancy obligations and address breaches or concerns early.
• Identify and report health and safety, fire safety, environmental and maintenance concerns.
• Act promptly on health and safety risks raised through the Assure app.

What you will bring:

• A customer-focused and supportive approach.
• Sound judgement and the ability to assess risk and resolve issues early.
• Clear and confident communication skills.
• Strong organisation, attention to detail and the ability to balance competing demands.
• A collaborative approach and the ability to build constructive relationships.
• Discretion and professionalism when handling confidential information.
• A flexible, proactive approach.
• A commitment to accurate record keeping and continuous professional development.

Knowledge, Skills and Experience:

• Good understanding of social housing, with a strong emphasis on housing management.
• An awareness of the Data Protection Act.
• An awareness of Health and Safety in social housing setting.
• An awareness of welfare benefits and welfare reform.
• Knowledge of working within Housing Management, Temporary Accommodation, Tenancy and Estates.
• Ability to deal with confidential matters professionally.
• Experience of dealing with complaints and rolling out learning outcomes.
• Experience of recording and maintaining accurate statistical information.
• Excellent customer care, interpersonal and communication skills.
• Minimum of five GCSEs at grades A to C, including English and Maths, or equivalent.
• Evidence of continuing professional development.

Anything else required for the role:

The role involves working across estates and local communities, with a mix of office-based, remote and home working. You will be expected to travel within your designated area to visit tenants, inspect homes, communal areas and estates, and attend relevant meetings. You must follow safeguarding, equality, diversity and inclusion, health and safety, information governance and organisational policies and procedures at all times.