Homelessness Reviews Officer

  • Location
    Greenford, Greater London
  • Salary
  • Category
    Public Sector - Housing
  • Job type
  • Industry
    Public Sector
  • External Reference





This role profile is non-contractual and provided for guidance. It will be updated and amended from time to time in accordance with the changing needs of the council and the requirements of the job.


* To carry out statutory reviews under the Housing Act 1996, Parts VI and VII, under the supervision of the Customer Relations and Review Manager
* To carry out enquiries and collect and collate information for the use of the Housing Demand Team Manager, in reviews you carries out
* To provide administrative back up and support to ensure the review process functions efficiently and within the law
* To provide reports and statistics about the review function
* To support service improvement initiatives
* To measure and improve customer satisfaction with services
* To facilitate and organise customer involvement in service improvements


Statutory Review Functions:
* To have a thorough understanding and working knowledge of the Housing Act 1996, Part VI, Part VII, s160A, Homelessness (Review Procedure etc) Regulations 2018 The Homelessness Code of Guidance for Local Authorities (2018), case law and other relevant legislation.
* To have and maintain up to date knowledge of case law and its effect on statutory decisions.
* To understand the statutory requirements of the s202 Review and s204 Appeal processes, to ensure that the Council complies with these requirements on every case which is reviewed.
* To fully understand the regulations contained in The Allocation of Housing and Homelessness (Review Procedures) Regulations 1999 and how these impact on how reviews are carried out
* To review decisions and decide whether they should be upheld or overturned, based on the merits and lawfulness of the original decision and taking into account any relevant new material.
* To draft complex review decision letters, ensuring they comply with law, good practice and the need to communicate complicated legal concepts to homeless applicants in plain, accurate English.
* To have the ability to scrutinise case files and records, to determine what follow up work is required by the frontline officer before the review is completed.
* The ability to analyse the contents of a case file, assess the legal merits of a case and respond to enquiries on any issues that are raised. Ability to record and acknowledge all requests for statutory reviews of homelessness decisions.
* To understand the issues relating to Housing Register decisions and carry out such further enquiries as may be needed to review these.
* Where it is not possible to meet the statutory timescales, negotiate an extension of time with applicant or their solicitor.
* To respond to complaints, members enquiries and ombudsman enquiries within deadlines, with the guidance of the Housing Demand Team Manager as necessary
* To manage a caseload and own time efficiently to ensure all deadlines are met
* To prepare Section 204 appeal cases for Legal Services ensuring that all relevant paperwork is completed and the file submitted.
* To train colleagues in procedure and case law developments

General Functions
* To manage correspondence and respond to emails, letters/enquiries from applicants, their representatives and other departments or local authorities.
* To answer telephones, resolve enquiries and to take any action necessary to resolve queries raised on the phone.
* To carry out effective, customer focussed interviews, gathering and accurately recording all relevant information about the customer's circumstances relevant to the review decision.
* To conduct home and site visits as part of the review investigation in order to verify and obtain further information and to clarify the applicant's circumstances fully so as to arrive at a sound decision.
* To lead responsibility for preparing training courses by booking venues and preparing course materials etc.
* Keep statistical records of reviews, outcomes, customers and original decision information for monitoring and reporting purposes.
* Any other general duties required by the Service Head and Housing Demand Team Manager in order to ensure the smooth running of the service
* To undertake out of hours work and attend evening meetings from time to time in accordance with service requirements

Service Improvement Functions
* To understand what constitutes high quality in public service provision
* To work under the direction of the Housing Demand Team Manager to develop and assist in the implementation of strategies for service improvement
* To produce statistical and qualitative performance reports for management use
* To assist in and administer staff training and in developing training plans for the service.
* To assist in developing and implementing methods of customer engagement
* Administering customer satisfaction surveys and recording, analysing and monitoring results

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Callum Graham