Temporary Accommodation Officer in Woking

This role requires attendance in the office 4-5 days per week during the initial period to support training, integration into the team, and understanding of local procedures and accommodation pathways. Greater flexibility and hybrid working arrangements may be considered once the successful candidate is fully established in the role and has demonstrated competence and autonomy.

Purpose of the Role

To manage the placement and ongoing administration of households accommodated in temporary accommodation under the Council's statutory homelessness duties. The Temporary Accommodation Officer will ensure accommodation placements are suitable, cost-effective, and compliant with relevant legislation, whilst providing a high standard of customer service to residents and maintaining positive relationships with accommodation providers. The postholder will work closely with Housing Options, Homelessness Prevention, Finance, and external accommodation providers to minimise the use of temporary accommodation where possible and support households towards settled housing solutions.

Key Responsibilities

• Arrange and manage temporary accommodation placements for homeless households in accordance with homelessness legislation and Council policies.
• Assess the suitability of accommodation placements, taking into account household composition, medical needs, support requirements, and location considerations.
• Liaise with accommodation providers, landlords, managing agents, and internal departments to secure and maintain accommodation placements.
• Manage a caseload of households residing in temporary accommodation, ensuring regular contact and appropriate support.
• Conduct accommodation sign-ups, explain occupancy agreements, and ensure residents understand their rights and responsibilities.
• Investigate and resolve issues relating to temporary accommodation placements, including repairs, tenancy breaches, neighbour disputes, and welfare concerns.
• Monitor accommodation occupancy levels and support the efficient use of available units.
• Work proactively to reduce the length of stay in temporary accommodation and facilitate move-on into settled housing.
• Ensure accommodation charges are administered accurately and liaise with finance teams regarding rent accounts, housing benefit, and arrears.
• Maintain accurate records on housing management systems and ensure all case notes are up to date.
• Carry out property visits, welfare checks, and inspections where required.
• Identify safeguarding concerns and make referrals to appropriate services in accordance with Council procedures.
• Assist in the procurement and management of temporary accommodation stock where required.
• Contribute to service performance targets, statutory reporting requirements, and continuous service improvement.

Knowledge and Experience

Essential

• Experience of working within a local authority housing service, homelessness service, temporary accommodation team, housing association, or similar housing environment.
• Understanding of homelessness and housing legislation, particularly relating to temporary accommodation duties.
• Experience of managing customer caseloads and dealing with vulnerable households.
• Ability to work effectively with landlords, accommodation providers, and partner agencies.
• Experience of maintaining accurate records and using housing management systems.
• Strong customer service and problem-solving skills.

Desirable

• Knowledge of Parts VI and VII of the Housing Act 1996 (as amended).
• Understanding of the Homelessness Reduction Act 2017 and temporary accommodation suitability requirements.
• Experience of procuring or managing temporary accommodation placements.
• Knowledge of welfare benefits, housing benefit, and rent account management.
• Experience using systems such as NEC Housing, Northgate, Jigsaw, Locata, Abritas, or similar.

Skills and Competencies

• Excellent communication and negotiation skills.
• Ability to build effective working relationships with internal and external stakeholders.
• Strong organisational skills with the ability to manage competing priorities.
• Ability to make sound decisions within policy and legislative frameworks.
• Competent IT skills, including Microsoft Office applications and case management systems.
• Ability to deal sensitively and professionally with vulnerable customers and challenging situations.
• Commitment to delivering positive customer outcomes and excellent public service.

Key Relationships

• Housing Options and Homelessness Officers
• Temporary Accommodation Providers
• Private Landlords and Letting Agents
• Housing Benefit and Finance Teams
• Adult and Children's Social Care
• Registered Providers and Housing Associations
• Support Agencies and Voluntary Organisations
• Environmental Health and Property Services Teams

The postholder will be expected to undertake duties commensurate with the level of the post and support the wider objectives of the Housing Service. The role is subject to the Council's policies and procedures, including safeguarding, health and safety, equality and diversity, and data protection requirements. A full UK driving licence and access to a vehicle may be desirable due to the requirement to visit accommodation units and providers across Surrey and neighbouring areas.