Housing Triage Officer

Housing Triage Officer

Location: Hybrid - 3 days on site / 2 days remote
Contract Type: 6 Months
Salary: 20-23 phr

Role Overview

We are seeking an experienced Housing Triage Officer to provide a professional frontline housing advice and assessment service to customers experiencing housing difficulties. The successful candidate will be responsible for conducting detailed housing needs assessments, identifying suitable housing solutions, and supporting the prevention and relief of homelessness in line with relevant legislation and organisational policies.

The ideal candidate will possess strong knowledge of housing legislation, excellent customer service skills, and a proven track record of managing complex housing cases within a local authority, housing association, or homelessness prevention environment.

Key Responsibilities

• Conduct housing needs and homelessness assessments via telephone, face-to-face, and digital channels.
• Triage incoming housing enquiries and determine the most appropriate course of action.
• Provide advice and guidance regarding housing options, homelessness prevention, tenancy sustainment, and private rented sector opportunities.
• Assess eligibility, priority need, vulnerability, and statutory duties under relevant housing legislation.
• Develop and implement Personalised Housing Plans (PHPs) to support customers in securing or maintaining accommodation.
• Manage a caseload of housing applicants and maintain accurate case records.
• Work collaboratively with internal departments and external agencies including social services, support providers, landlords, and community organisations.
• Identify safeguarding concerns and make appropriate referrals where required.
• Ensure compliance with legislation, policies, procedures, and service standards.
• Prepare case notes, correspondence, and statutory decision letters.
• Contribute to service performance targets and continuous improvement initiatives.

Essential Requirements

• Minimum 3-4 years' experience working within Housing Options, Homelessness Prevention, Housing Advice, Housing Needs, or a similar housing-focused environment.
• Strong understanding of homelessness legislation and housing-related statutory duties.
• Experience conducting housing assessments and managing complex casework.
• Demonstrable experience supporting vulnerable individuals and households.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to manage a high-volume caseload while maintaining accuracy and quality.
• Strong report writing and case management skills.
• Proficient in using housing management systems and Microsoft Office applications.
• Knowledge of safeguarding principles and referral processes.

Ideal Candidate Background

Candidates will typically have 3-4+ years of experience as a Housing Triage Officer, Housing Options Officer, Homelessness Prevention Officer, Housing Advice Officer, Housing Needs Officer, or within a related local authority or housing association setting, with proven experience dealing with homelessness, housing assessments, and complex customer enquiries.