Job Description

Working Hours per Week: 35 (9am to 5pm)

Location: Lewisham

Purpose for the Role

To provide a comprehensive high quality homeless prevention, support and advice service to all households who are homeless or threatened with homelessness.

To provide an assessment service to customers presenting to ascertain what duties are owed to them by the authority and what alternative housing options are available to them.

To demonstrate comprehensive knowledge and understanding of Homelessness legislation and case law coupled with hands-on experience of preventing homelessness and making statutory decisions.

To develop specialist knowledge and skills in relation to customers required to enable the delivery of a flexible and responsive housing needs service that can effectively meet changing demands and customer pressures.

To keep up to date, clear, accessible and accurate casework and data records and report on performance as required.

Duties and Responsibilities

• To prevent and resolve homelessness through the provision of confidential and impartial advice and information to customers approaching the Housing Needs Service about their housing rights and obligations under legislation and policy either in offices or other locations as required.
• To actively and positively promote and deliver the homeless prevention agenda identifying appropriate housing options and utilizing the prevention tools available, such as DHP for customers that will resolve their accommodation problems and reduce the need for the provision of temporary accommodation within agreed timeframes.
• To maintain detailed, accurate case notes and reports, update computerised records, conduct correspondence and respond to enquiries as required to efficiently progress cases to resolution.
• To provide advice and practical assistance when required to customers in respect of security of tenure across all types of tenure, including matrimonial rights and and attending court as needed in order to prevent homelessness.
• To investigate landlord and tenant disputes including allegations of harassment and illegal eviction within the meaning of the Protection from Eviction Act 1977 and Protection from Harassment Act 1997, intervening and negotiating with all parties as required to prevent homelessness.
• To provide information about debt counseling and money advice services to customers in rent or mortgage arrears including advice on the availability of welfare benefits and prioritizing debts, referring people to the DWP, Housing Benefit Service or CAB as appropriate.
• To negotiate with landlords, Banks, Building Societies and other lenders, estate agents and solicitors on behalf of customers in rent or mortgage arrears.
• To undertake a comprehensive assessment of vulnerable customers in respect of their support and housing related needs including the risk to themselves and others.
• To make appropriate referrals to supported accommodation services for vulnerable clients and ensure that a move on pathway is developed for each household as required.
• To liaise with other statutory services as appropriate who may owe a duty to vulnerable customers under legislation other than the homelessness acts.
• To answer members enquiries and draft responses to complaints / enquiries on individual cases as required.
• To provide statistical information on performance as requested.
• To positively participate in personal supervision sessions, team meetings and contribute to service development and planning.
• To be self servicing in respect of administrative tasks related to this role, including contemporaneous and accurate record keeping, file maintenance and responding to all enquiries by customers and other agencies.

Knowledge

Detailed and up to date knowledge of all relevant case law pertaining to homelessness and its application.

Knowledge of Landlord & Tenant Legislation, the Housing Act 1985 and Protection from Eviction Act 1977.

Detailed working knowledge of homeless prevention initiatives and their application and effectiveness Detailed working knowledge of the welfare benefit system and its application.

Detailed working knowledge of other agencies, both statutory and voluntary providing relevant advice and assistance to customers under alternative legislation and in all forms of tenure.

A detailed understanding and application of the terms and conditions contained in the range of tenancy agreements across all tenures.

Skills

A high level of ICT skills to use packages such as word, excel, outlook and bespoke databases

Excellent interviewing skills to extract relevant information from customers and complete accurate assessments.

Excellent communication skills at all levels Excellent negotiating skills with varied parties, including partner agencies and internal colleagues.

Excellent written skills to be able to produce detailed and accurate reports and letters to the public and other professionals.

Ability to avoid and manage conflict and stress.

Experience

Experience of composing and issuing detailed and legally robust S184 decision letters in line with the duties owed to customers under the homelessness legislation.

Experience of producing detailed and accurate reports and letters to the public and other professionals.

Experience of working in a demanding front line service in a housing environment.

Experience of "front line" interviewing and of dealing effectively with confrontational situations.

Experience of working with vulnerable client groups and providing appropriate support as required.

Experience of giving detailed advice on a range of welfare benefits to customers to enable them to resolve their accommodation difficulties.

Experience of working effectively as a part of a busy team as well as being able to manage your own case load.

Experience of advocating on customer's behalf with other statutory and voluntary agencies and members of the public.