Vacancy overview

The housing demand services provide housing advice and assistance in line with the housing legal provisions and the council’s allocations policy. This includes delivering housing options advice and provision of emergency, temporary and social accommodation. The allocations & applications Team, which is part of the housing demand services, manages the Ealing housing register in line with the council’s allocations policy that sets out the policies and procedures to be followed in the lettings of social housing and its priority and levels.

The role’s responsibilities include, but are not limited to:

• Deal with enquiries and correspondence from housing register applicants and eventually give advice on rehousing prospects and alternative
• Eventually manage applications made to the council’s housing register and ensure compliance with the relevant legislation, including the Housing Act 1996, Part VI
• Eventually interview and advise people at risk of homelessness or in housing need, providing a wide range of housing advice on available options to prevent becoming homeless where possible
• To provide realistic information to customers regarding their eligibility for housing assistance from the council and regarding alternative housing solutions
• Learn how to assess eligibility of applicants is properly investigated through contact with all appropriate agencies to ensure scarce resources are used effectively and to prevent fraud
• Verification of housing register applicants
• Eventually provide accurate and valid statistics and reports relating to the housing register to ensure effective performance management
• Provide information by phone on an advice line (rota basis), to ensure customers can access comprehensive information, during office hours. Enabling them to understand their housing options and make informed decisions, of available housing solutions and housing entitlements. Including housing solutions available to them, for the prevention of homelessness
• Book appropriate appointments for callers with more complex or pressing needs, based on a good understanding of their circumstances and needs
• Assist with undertaking home visits as required
• Understand the main principles of laws relating to private sector tenancies and protection from eviction
• Carry out all functions in a manner consistent with the council’s policies on customer care
• To treat customers with respect, empathy and understanding, consistent with projecting a good image of the council to the community
• Carry out all functions in a way which demonstrates understanding of and commitment to equalities and diversity policies and legislation
• Keep customer records as required, using paper and electronic systems, and ensuring that these are created and administered in a timely and accurate way
• Carry out other tasks at a similar level, as required by managers within the service.

• GCSE’s A-D/3-9 in English and math’s or equivalent functional skills​
• Able to understand the importance of confidentiality within the workplace
• A keen interest in IT and property
• Good communication skills including attention to detail, grammar and spelling
• Good knowledge and understanding of Microsoft Office (specifically Word, Excel and PowerPoint) and the internet
• Accurate with excellent attention to detail
• Able to deal with complex, challenging and sensitive work
• Well presented with a smart appearance
• Able to work flexibly as part of a team, asking and giving support as needed
• Numerate and able to work well with data and statistical information
• Able to use initiative and learn to prioritise own workload
• Aware of equality and diversity and health and safety
• Able to understand the importance of being punctual and the impact that sickness absence has on the effectiveness of the team.

Annual holiday entitlement: 24 days paid holiday per year plus 3 additional days (to cover Christmas and New Year)

 You can apply if you fulfil one of the following:

If you have any questions or issues applying online then you can contact the apprenticeship team on apprenticeships@ealing.gov.uk