Housing Solutions Officer (Homelessness Relief) Ref: 18-25

Salary: Grade 8, starting at £30,873 per annum (pay award pending)
Hours: Full time, 37 per week
Basis: Permanent
Place of Work: Working from offices in Dereham and Thetford and some home working

Would you like a job where what you do:

• makes a difference to some of the most vulnerable people in your community?
• ensures excellent quality of advice and assistance given to people threatened with homelessness as a result of domestic abuse?

We are reviewing how we deliver our homelessness services and this role focuses mostly on the relief of homelessness as well as the main decision duty investigation and decision making. 

If you have experience in working in a similar role and have the qualities we value, then this could be the right role for you.

About you:

The type of person that you are and your attitude is just as important to us as your working experience.  People like dealing with you because you make things easy for them to understand and you focus on and listen to what they say. You are empathetic and will do whatever you can to help, which allows you to quickly establish rapport and build strong relationships. You provide fair and accurate feedback to others, helping them to believe in themselves, see what they are capable of achieving and create the conditions for people to grow and develop for themselves.  You are quite happy to take responsibility for your own decisions and accountabilities.

You will deal sensitively with situations that may be challenging but require clear and logical decisions to be made. You keep going no matter how difficult things get, and use setbacks as a springboard for greater success. You have an inner composure whatever the situation and are exceptionally well-organised, ensuring that everything you do is accurate and error free. Although you plan your work out in advance, you regularly re-prioritise to manage changing demands. Although you like to work within fixed guidelines you enjoy working out how things can be improved or done better.

You are passionate about providing the best possible service for our residents. 

Is this you?

• 'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'
• 'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'
• 'I have an open mindset, take risks and explore new ways of doing things'
• 'My approach to work is filled with positivity and optimism'
• 'I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer'
• 'I am driven to achieve results and show courage and resilience even when things don't go to plan'
• 'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'
• 'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'
• 'I understand and take care of my own well-being and of that of those around me.'

OK, I'm interested... But is it really the job for me?

As a Housing Solutions Officer you will:

• Provide customers approaching the Council with timely and comprehensive housing advice and information and support to access services covering a range of housing issues including:
  - Housing and tenancy rights in both private and social rented sectors and for homeowners.
  - Financial advice including housing and welfare benefits, maximising income and tackling debt
  - Housing options including private rented sector, housing register, specialist accommodation such as refuges, low cost home ownership, etc.
  - The Council's statutory duties under the homelessness legislation
• Give advice on the wide range of housing options available to clients in differing circumstances, including the signposting clients to relevant third parties
• Take a creative approach to the relief of homelessness through the use of a comprehensive toolkit, including applying for Discretionary Housing Payments, negotiating with landlords and applying to charities for assistance to name but a few.
• Undertake homelessness relief casework, managing a varied and complex caseload.
• Carry out an investigation if the 56-day homelessness relief duty is triggered (as defined by the Homelessness Prevention Act 2017) and make a Main Duty decision.
• Carry out a thorough interview to accurately understand the clients' housing and support needs, maintaining accurate and detailed case notes.

Please see the job description and person specification for more a comprehensive list of duties that the role normally entails as you could be asked to occasionally pick up other responsibilities, and also for the personal qualities needed.

Closing date - 9am, Monday 23 June 2025

Job summary

Description of duties

• To provide customers approaching the Council with timely and comprehensive  advice and information and support to access services covering a range of housing and related issues, including:
  - Housing and tenancy rights in both private and social rented sectors and for homeowners.
  - Signposting to financial advice including housing and welfare benefits, maximising income and tackling debt
  - Housing options including private rented sector, housing register, specialist accommodation such as refuges, low cost home ownership, etc.
  - The Council's statutory duties under the homelessness legislation
• To assess and process all enquiries in a manner which is focused upon the sensitive requirements and needs of the customer. This includes when doing the following:
• Giving advice on the wide range of housing options available to clients in differing circumstances, including the signposting clients to relevant third parties
• Taking a creative approach to relieving homelessness through the use of a comprehensive toolkit, including applying for DHPs, negotiating with landlords and applying to charities for assistance to name but a few.
• Homelessness relief casework-managing a varied and complex caseload.
• Landlord/tenant advice and dispute resolution
• Property condition enquiries and complaints
• To undertake home visits to households who are at risk of homelessness, or in order to verify housing register applications, maintaining a focus on prevention of homelessness and sustainment of accommodation including mediation where required.
• To develop and attend housing advice drop-in sessions at a variety of locations within the district to deliver the early help message to the public and partners.
• To carry out interventions when a tenancy is at risk of breaking down including eviction from the family home or by friends.
• To work with both private sector and social housing tenants to prevent evictions, advising on the validity of Notices and possession proceedings, actively working with landlords. Working with residents to support them in completing court paper work and assist them in putting forward defence papers.
• To carry out an investigation if the 56-day homelessness relief duty is triggered (as defined by the Homelessness Prevention Act 2017) and make a Main Duty decision.
• To carry out a thorough interview to accurately understand the clients' housing and support needs, maintaining accurate and detailed case notes.
• To manage a varied and complex caseload with the ability to work independently to reach timely decisions. To ensure case work is robust, accurate and consistent.
• To carry out the Council's statutory duties in accordance with relevant legislation
• To develop, agree and monitor customer's  Personal Housing Plans. Ensuring plans are tailored to the resident's individual needs and are achievable.
• To identify vulnerable applicants, making referrals to relevant internal or external services as appropriate i.e. mental health, domestic abuse, young people's services Ensuring due compliance to Safeguarding policies and procedures at all times.
• To administer the Council's Homeless Prevention Fund Scheme processing applications for rental deposit loans or other payments, invoicing and monitoring repayments maintaining regular (3-monthly) contact with customers. 
• To support customers to be 'tenancy ready' providing advice and support on the terms and conditions of a tenancy, rent liability, Local Housing Allowance entitlement, including signposting for the completion of claim forms for housing benefit or Universal Credit.
• To use the IT systems, to carry out the functions of this post including inputting and analysing data, taking responsibility to do this in a timely and accurate manner.
• To develop good working relationships with local agencies and partners both within Breckland and wider afield  to inform them about the service and work in partnership to deliver prevention services to complex clients including attending case conferences as required.
• To actively refer into the multi-agency Collaboration meetings to ensure residents receive necessary support,   providing information on housing options and taking an active part in supporting partners with housing issues.
• To support residents to access alternative supported accommodation both within the District and further afield , including making referrals to specialist supported housing and where necessary accompanying residents to interviews for accommodation.
• To initiate and undertake project work where required, for example in the implementation of new schemes for improving the service; the monitoring of and reporting on performance information and contribute to working groups.
• To keep up to date working knowledge of the housing market locally and nationally to ensure options for finding a settled home are maximised. 
• To be responsible for monitoring own performance, contribute to continually improving performance and customer service, participate in training and job development programmes and to actively update knowledge in terms of changing legislation, policy or procedure.
• To assist the Housing Solutions Team Manager Team Leaders in managing the use of temporary accommodation, with the aim of keeping occupation and nightly paid accommodation use to a minimum
• To share knowledge, giving support, guidance and advice to other staff as deemed appropriate.
• To convey clear and inspiring messages to others as well as actively listening to the ideas and views of others.
• To communicate complex technical and legal matters in a way in which the customer understands.
• To carry out any other duties as required in accordance with the level of the post.
• To ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.
• To represent the Housing team at multi-agency meetings
• Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.

Responsibilities for:

Assets - To provide and maintain a vehicle for use within and outside the district in accordance with Council policy.

Finance - Raise payment invoices and requisitions to be signed off by a Team Leader or Manager.

Decision Making -

• To make appropriate, timely and accurate decisions on Homelessness cases and provide relevant appropriate advice and assistance including drafting decision letters.
• To regularly make subjective and objective complex judgements to arrive at logical solutions based on data analysis, as well as evidence gathered in the field and from customers. Post-holder to be able to discuss/defend such decisions against challenges from lay or legal persons informally or formally in a court of law or tribunal.

Communications - 

The post holder will be required to:

• Communicate with Members of the public, colleagues within Housing and other departments, elected members, registered providers and other landlords, voluntary and statutory agencies. This will include routine exchanges of information, communication with individuals or groups, influencing, directing and negotiating.
• Communicate with internal and external agencies for routine exchanges of information, including but not limited to: Employers, GPs and Hospitals, Other Councils, Benefits Agencies, Police, Probation, and Children's' Services.
• Negotiate with private landlords and other excluders with the aim of preventing homelessness.

This job description is not exhaustive.

The job description outlines the current position and will be subject to review in the light of development within the service, in consultation with the post holder as detailed in your Contract of Employment.

Experience and Knowledge

Essential

Experience of working with and supporting the needs of vulnerable people

Experience of combining excellent team working with the ability to operate with a minimum amount of supervision

Proven experience of working in a busy customer service focused environment

Working knowledge of a wide range of Microsoft Office packages

Experiencing of taking initiative, identifying opportunities and taking an outcome-oriented approach to addressing challenges

Experience of taking decisions in a busy environment

Excellent time management and negotiation skills

Experience of report and letter-writing

Experience of understanding and completing research and investigation

Desirable

Experience or clear knowledge of the Housing Act 1996 and the Homelessness Reduction Act 2017

In depth relevant experience in an advisory or counselling role.

Proven experience of working in a housing advice, homelessness, supported housing, allocations and/or private sector housing

Understanding and experience of using Home Connections case management systems

Experience of working in a welfare and/or debt relief counselling role

Experience in debt counselling and have financial awareness

Experience in different interview techniques

Detailed understanding and knowledge of:

• Housing allocations
• Landlord and tenant laws
• Homelessness laws
• Possession proceedings
• Children and family laws
• Communicate care laws
• Welfare rights
• Debt counselling
• Immigration laws
• Housing Grants, Construction and Regeneration Act 1996
• Public Health Act 1936
• An understanding of the wider context relating to Housing and Environmental Health

Qualifications

Essential

• Educated to A-level standard or equivalent qualification or appropriately experienced for the role

Desirable

• Post Grad Diploma in Housing
• Educated to degree level

Essential Behaviours

Collaborative:

• 'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'
• 'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'
• 'I celebrate success with my colleagues'

Ambitious:

• 'I have an open mindset, take risks and explore new ways of doing things'
• 'My approach to work is filled with positivity and optimism'
• 'I work hard to build relationships inside and outside my own area of work'

Results Driven:

• 'I am driven to achieve results and show courage and resilience even when things don't go to plan'
• 'I understand our council priorities and how I make a difference.'
• 'I keep to my promises and challenge myself and others to deliver high-quality services'
• 'I make sure I am clear on what I need to achieve, keeping a focus on results and solutions'

Empowering:

• 'I show energy and drive to explore new opportunities and challenge the status quo'
• 'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'
• 'I look for and act on opportunities where we can generate an income or drive down costs'
• 'I appropriately challenge unacceptable behaviour'
• 'I ask for help and support when needed'

Supportive:

• 'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'
• 'I understand and take care of my own well-being and of that of those around me.'
• 'I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable'
• 'I care for my colleagues, taking an interest in them, showing support for their personal identities and what's important to them'
• 'I trust colleagues to do their job knowing this may not always be visible in a traditional 9-5 work pattern'
• 'I give time to colleagues who need help or support, even when the pressure is on'

Mental Demands

• The post requires the successful candidate to deal sensitively with customers who may be vulnerable and/or emotional and situations that may be challenging, demanding and stressful, but still require clear and logical decisions to be made to bring matters to an acceptable conclusion.  
• The role is led by service demand and at times is likely to require regular re-prioritisation of existing workload to cope with unpredictable peaks in demand for the service which requires professionalism at all times.
• In order to deal with the workload and manage customer expectation the role will regularly be mentally and emotionally demanding.

Physical Demands

• To be able to meet the physical and travel/mobility requirements of the post and to make home or out of office visits as required.
• Part of the role is office based (sometimes in satellite offices) requiring the use of PC's and laptops, or working remotely from home or on site.

Health & Safety (exposure to risk)

The post is exposed to occasional unavoidable risks including:

• Complex and varied work area. Need to manage to tight deadlines and look after welfare ( workplace stress)
• Visits to properties that are 'filthy' and/or verminous, infested with pests, or with trip/slip hazards
• Dealing face to face with difficult situations that may be confrontational such as landlord and tenant disputes or aggressive/intoxicated clients
• Exposure to some personal and sensitive data and records which could affect mental well being.

What's it like to work for us?

We are passionate about our people and pride ourselves on being a great place to work, we genuinely care and know that a happy workforce is a productive and motivated one! If you're still not sure, here are some stats from our 2024 staff survey to convince you..

• 94% said they feel trusted and empowered
• 90% of staff recommend Breckland as a great place to work
• 89% said they have had opportunities to learn and grow in the last 12 months
• 94% think Breckland provide positive action on health and wellbeing
• 91% said they felt supported by their manager

If you STILL need convincing, here's what some of our staff say...

• "Breckland is a fantastic employer, lots of opportunities and support"
• "Having only just started, it is a great place to work, everyone says hello, is smiley and chatty. I like the groups that are on, like carers shed and neurodiversity"
• "We are encouraged to take regular breaks and there are mental health first aiders and a wide range of good promotional aspects of healthy living and wellbeing."
• "In times of need the council offers excellent support."
• "BDC really does seem to care about the wellbeing and happiness of their staff."

At Breckland Council we have embraced the Government's agenda to modernise local government. Our approach is to lead change rather than follow it, and to add the best value we can to our communities. We achieve this by developing our employees to their full potential, providing them with the relevant knowledge, equipment, and authority to carry out their duties.

We are a dynamic and innovative organisation that is always testing and learning as we seek to continually improve. We have never stood still in response to the emergence of new opportunities, changing customer demands, and ongoing funding challenges. We have exciting plans for how to deliver the best possible services to our residents and businesses.

Breckland as a district is a special place nestled in the heart of rural Norfolk, spanning over 500 square miles of beautiful countryside and forest, with five Market Towns and over 140,000 residents. We care, we listen, and we support people and businesses within our district. We have big ideas and we are innovative in our approach, coming up with ways to meet the needs of the local communities that we serve. Through our actions, we want to make things better.

But we know that we can't do it alone. We are a collaborative organisation and we work together with others to make a greater impact. We are also an organisation where our employees can grow and develop and are empowered to achieve and succeed. We are proud of our area, and by driving investment and enabling opportunities, we can maximise its full potential. We want to inspire aspiration to live, work, visit, or do business here: we want our district to be one of choice.

We will support and enable growth and change in our thriving, welcoming places where people and businesses choose to be, knowing their ambitions can be not just fulfilled but exceeded. By listening to people, by understanding what they need and by working together, we can shape what we have to offer. By doing so, we can benefit those who are already here and those who choose to come to live, work, visit, or do business.

We offer excellent conditions of service, including:

• A local government pension scheme (14 per cent employer contribution).
• Attractive holiday package (25 days increasing after three years' continuous Local Authority service by one day per year up to the maximum of 28 days, plus bank holidays)
• Free car parking.
• Remote-enabled working arrangements.
• A newly refurbished office. See what it is like working here by watching this short film: 
  

Our commitment to talent development, on the job learning and upskilling, training and professional memberships, will keep your knowledge and skills up to date.

Please see the job description and person specification for more a comprehensive list of duties that the role normally entails as you could be asked to occasionally pick up other responsibilities, and also for the personal qualities needed.

Please be aware that applicants who do not submit a supporting statement showing how they meet the person specification will not be considered for interview.

If you would like an informal chat regarding this role please contact Jane Booth, Housing Solutions Team Manager, by emailing jane.booth@breckland.gov.uk

Closing date - 9am, Monday 23 June 2025
Interview date - 30 June 2025

APPLY ONLINE

Please be aware that if you are selected for this role there will be a requirement to undertake a DBS check as part of pre-employment checks.

Equal Opportunities

We are committed to being an Equal Opportunities employer, recognising the benefits of sustaining a workforce that reflects the diversity of the community we serve. We welcome applications from anyone who feels they meet the requirements of our vacancies. These are listed as essential requirements on the person specification.