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About the Role
As a Housing Solutions Officer, you will support residents facing crisis by translating complex legislation into clear, realistic paths towards settled homes. You will provide practical solutions and a supportive approach, focusing on early prevention.
Responsibilities
- Engage in regular telephone and face-to-face contact with residents, offering clear, empathetic guidance during crisis.
- Listen actively, gather essential information, and de-escalate challenging situations with calm professionalism.
- Assess housing needs, affordability, and suitability in partnership with applicants.
- Co-create tailored Personal Housing Plans focused on sustainable outcomes.
- Conduct proactive casework to prevent homelessness, including negotiating with landlords and mediating tenancy disputes.
- Visit residents in the community.
- Apply Part VI and Part VII of the Housing Act 1996.
- Evaluate evidence and issue legally compliant statutory decision letters.
- Maintain accurate records across internal IT systems in line with H-CLIC and data protection standards.
- Identify safeguarding concerns, domestic abuse, and vulnerability indicators.
- Complete thorough risk assessments and escalate cases swiftly in line with Council procedures.
- Coordinate with adult and children’s social care, health teams, probation, and the Department for Work and Pensions.
- Participate in duty rotas covering telephone, service inboxes, and face-to-face enquiries.
Requirements
- Proven interpersonal skills with the ability to communicate empathetically with people from diverse backgrounds facing crisis.
- Ability to listen actively, stay composed under pressure, and ask the right questions to understand complex personal circumstances with care and sensitivity.
- Strong emotional resilience and emotional intelligence.
- Comfort navigating sensitive conversations and explaining tough decisions and realistic options with clarity, honesty, and compassion.
- Strong casework and analytical abilities to investigate facts, weigh complicated evidence, and apply legislation accurately.
- Exceptional organizational skills and time management to balance competing caseload demands and produce detailed, legally sound decisions within statutory timeframes.
- Collaborative mindset with a firm commitment to fairness and integrity.
- Commitment to supporting vulnerable residents.
- Ability to meet the requirements set out in the person specification and job description.
Skills
- Interpersonal skills
- Empathetic communication
- Active listening
- De-escalation
- Casework
- Analytical abilities
- Organizational skills
- Time management
- Collaboration
- Interpreting legislation
- Risk assessment
- Safeguarding
- Domestic abuse awareness
- Vulnerability identification
Location
- Central London offices
- Community
Work Type
- Hybrid
- Full-time
Experience Level
- Practitioner level
Education Level
- Law graduate
- Social worker
- Practitioner from the voluntary sector or local government
Salary/Compensations
- Competitive Grade E salary
- New hires will start at the minimum of the advertised salary range.
- Employees receive annual salary increases until they reach the top of the pay scale.
- Employees will receive any agreed cost of living pay rises.
Benefits
- Continuous professional learning
- Structured mentorship
- Secondment opportunities across the Council
- Generous annual leave
- Respected local government pension scheme
- Comprehensive wellbeing programmes
About the Company
- RBKC is committed to investing in its people, communities, and future.
- The service has recently achieved Bronze DAHA (Domestic Abuse Housing Alliance) accreditation.
- Kensington and Chelsea offers a proactive housing approach with extensive accommodation pathways and partnership initiatives.
- Kensington and Chelsea is home to diverse communities, thriving businesses, and unique local places.
- The Council focuses on supporting residents, strengthening its approach, and creating a fairer borough.
- The Council delivers services with care and competence, listening to residents and acting with integrity.
- The 'we’re all in' mindset is central to the Housing Solutions team.
- The team supports residents through demanding frontline casework and personal crises with a calm, thoughtful approach.
Equal Opportunity
- Committed to promoting equality and respecting diversity.
- Welcome applications from all sections of the community.
- A Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
- Committed to fair, transparent, and consistent pay practices.