Bookings & Emergency Allocations Officer - Housing

2 weeks ago

London, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Interim Bookings & Emergency Allocations Officer - Housing**
**Reference no: Tower Hamlets RQ832171**
**Pay Rate: £20.29 per hour PAYE**
**This opening assignment is for 6 months** The purpose of the role is to assess the accommodation needs of homeless applicants and undertake all procedures for booking customers into emergency, self-contained temporary and permanent accommodation, ensuring compliance with statutory requirements, guidance governing the suitability of accommodation and Council policies, procedures and targets.
**Key Responsibilities**:

- Ensure customers receive, either directly or through referral to relevant teams/agencies, appropriate advice on their options, providing information in advance of transfer to self-contained accommodation so that properties are suitable first-time round.
- Be responsible for ensuring the quality of designated hotels, undertaking inspections and running on-site surgeries as directed
- Conduct inspections of designated hotels as directed, to confirm landlord compliance with service standards, referring to enforcement agencies as appropriate
- Verify clients’ occupation and compliance with conditions of licence, holding regular surgeries at designated hotels to facilitate efficient casework and minimise ad hoc queries and complaints
- Ensure that licensees in B&B accommodation abide by the conditions of licence paying particular attention to rental payments, ensuring tenant-like conduct and occupation, taking enforcement action, including booking closures and ensuring correct duty cessation letters are issued in accordance with procedures; referring complex cases to other specialist Teams as directed.
- Assist in the move to self-contained accommodation ensuring all necessary documentation and processes are completed, including those related to the removal and delivery of furniture from storage, and decisions taken in accordance with established procedures, undertaking accompanied viewings as directed.
- Make sure the rehousing and resettlement needs of the customer are clearly established and understood with adequate records provided, having particular regard to the need to support vulnerable households
- Respond to reports of racial harassment, domestic violence, child and vulnerable adult protection concerns and suspicions of criminal or anti-social activity, by complying with relevant reporting and referral procedures, participation in case conferences as required and making recommendations within the post-holder’s sphere of responsibility.
- Ensure the efficient progression of all verbal and written enquiries/ complaints and gather information as required in order to help progress responses to review requests and other enquiries.
- Maximise income through the effective monitoring of rent accounts and recovery of current arrears in accordance with procedures or as directed, identifying problems of collection and where appropriate, take remedial action, carrying out all the administrative aspects of arrears management and debt recovery promptly, accurately and in line with agreed procedures, practices, targets and financial regulations.

**Experience**:

- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Demonstrable experience of working with customers giving advice within a housing or similar service.
- Good standards of literacy and numeracy.
- Experience of working in a demanding environment with the general public.
- Experience of managing a housing patch or caseload.
- ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).

**Skills & Knowledge**:

- An understanding of the duties owed to customers threatened with homelessness/actual homelessness under relevant legislation
- An awareness of the services available to customers seeking help and accommodation provided by other organisations, both statutory and voluntary, including those beyond housing such as health & well-being, employment & education
- Knowledge of relevant Landlord and Tenant Legislation, Family and Immigration law, welfare and housing benefits; knowledge of the Children Act and Community Care Act, and associated case law as they relate to the Council’s duties to homeless households.
- Good knowledge of the Housing Benefits system and general knowledge of wider welfare benefits available to tenants and customers
- Knowledge of the principles and processes of managing rent accounts
- The ability to undertake a range of housing management functions in accordance with established procedures
- Appreciation of the differing needs of customers who face sometimes difficult and stressful situations
- The ability to undertake a range of processes and procedures involving workflow systems and maintenance of database information
- ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).

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