Housing Advice Officer

Job Title: Housing Advice Officer

Summary

Key Responsibilities

Homelessness Prevention & Case Management

• Assess housing needs and provide advice to individuals at risk of homelessness.
  
• Investigate homelessness applications in line with statutory requirements and Council procedures.
  
• Ensure prevention and relief duties are effectively carried out.
  
• Manage case files and record all actions accurately within required timescales.
  

Decision Making & Legislation

• Make complex decisions regarding homelessness applications in accordance with legislation and guidance.
  
• Operate within Part 2 of the Housing (Wales) Act 2014 and associated Codes of Guidance.
  
• Maintain up-to-date knowledge of housing, benefits, and homelessness legislation.
  

Customer Advice & Support

• Provide comprehensive advice on housing options, homelessness, tenancy issues, and housing rights.
  
• Support customers in resolving housing issues, including tenancy disputes and housing instability.
  
• Act as an advocate between tenants and landlords when required.
  

Temporary Accommodation & Referrals

• Refer and authorise placements to the Emergency Housing Team as necessary.
  
• Complete risk assessments for households requiring emergency accommodation.
  
• Support access to financial assistance and funding opportunities for eligible households.
  

Partnership & Multi-Agency Working

• Liaise with internal teams and external agencies, including Social Services, Police, Probation, DWP, Housing Benefits, and voluntary organizations.
  
• Collaborate closely with Housing Register and Emergency Housing teams to support rehousing solutions.
  

Performance & Service Development

• Contribute to the delivery of the Council’s homelessness strategy.
  
• Assist in reviewing and updating policies and procedures.
  
• Support service improvements, training initiatives, and customer service delivery enhancements.
  

Administration & Reporting

• Maintain accurate records, statistics, and case documentation.
  
• Prepare reports and case summaries as required.
  
• Ensure all data systems are updated accurately.
  

Experience Required

• Proven experience working within social housing or homelessness services.
  
• Experience managing a caseload in a fast-paced, customer-facing environment.
  
• Experience conducting housing assessments and providing housing advice.
  
• Experience working with vulnerable individuals and complex cases.
  
• Experience in multi-agency working and partnership collaboration.
  

Qualifications & Skills

Qualifications

• Relevant qualification in housing or a related field (e.g., HNC/HND or equivalent).
  
• Professional housing qualification (e.g., CIH Level 4/5) – desirable.
  

Skills & Knowledge

• Strong knowledge of housing and homelessness legislation, including the Housing (Wales) Act 2014.
  
• Working knowledge of landlord/tenant law and housing rights.
  
• Excellent written communication skills, including report writing and case notes.
  
• Ability to make complex decisions in line with legislation.
  
• Strong organizational and time management skills.
  
• Competent IT skills, including data entry and case management systems.
  
• Ability to communicate effectively and sensitively with a wide range of customers.
  
• Ability to remain calm and professional in challenging situations.
  

Key Competencies

• Customer-focused and empathetic approach.
  
• Strong analytical and decision-making skills.
  
• Resilience and ability to work under pressure.
  
• Attention to detail and accuracy.
  
• Team player with a collaborative approach.
  
• Commitment to equality, fairness, and high-quality service delivery.
  

Additional Information

• Working hours: 37 hours per week
  
• Pay frequency: Bi-weekly