We are currently recruiting a Housing Register & Complaints Officer for our client based in Waltham Forest.
Key Responsibilities for Housing Register & Complaints Officer
* Assess Housing Register applications and re-registrations, determining eligibility, priority, effective dates, medical needs and housing options.
* Provide housing advice, homelessness prevention support and guidance on alternative housing options.
* Allocate Council and Registered Provider properties through Choice Based Lettings, direct matching and other allocation schemes.
* Verify applicants’ circumstances and assess suitability for permanent, temporary and private rented accommodation.
* Identify support needs and make referrals to relevant tenancy, social care, health and specialist services.
* Investigate and resolve complex Stage 2 housing management and landlord complaints, gathering evidence and making fair, evidence-based decisions.
* Prepare clear and comprehensive complaint responses, addressing issues, findings, remedies and required actions.
* Liaise with residents, Housing, Assets, Legal Services, Registered Providers, senior managers and external agencies to resolve complex cases.
* Respond to Housing Ombudsman enquiries and investigations within required timescales.
* Maintain accurate case records, evidence, correspondence, decisions and audit trails in line with governance and data protection requirements.
* Manage a complex caseload, prioritising work and meeting statutory, regulatory and service deadlines.
* Identify recurring issues, service failures and risks, contributing to service improvement and prevention of repeat complaints.
Requirements for Housing Register & Complaints Officer
* Strong knowledge of housing allocations, homelessness, tenancy management and landlord and tenant legislation.
* Good knowledge of Part VI of the Housing Act 1996 and relevant Housing Allocations Policies and statutory guidance.
* Knowledge of the Housing Act 1985, Housing Act 1996, Homelessness Reduction Act 2017, Landlord and Tenant Act 1985 and Housing and Regeneration Act 2008.
* Working knowledge of the Social Housing (Regulation) Act 2023, Regulator of Social Housing Consumer Standards and Housing Ombudsman Complaint Handling Code.
* Knowledge of the Children Act, Care Act and Welfare Reform Act, particularly their impact on housing needs and vulnerable households.
* Experience of investigating complex housing complaints and producing clear, evidence-based findings and responses.
* Excellent analytical, investigative, communication and problem-solving skills, with the ability to interpret legislation and apply policies accurately.
* Ability to manage complex caseloads, meet deadlines and work effectively with residents, housing providers, legal services, social care, health and other partners.
* Strong customer service skills and the ability to handle sensitive and contentious cases professionally.
* Proactive, solutions-focused approach to homelessness prevention, complaint resolution and achieving sustainable housing outcomes
Salary description
£26.00 - £26.00 per hour