Temporary Accommodation Officer - AR

Job Title

Temporary Accommodation Officer

Contract & Location

Permanent, Kingston

Role Purpose

To ensure the effective and efficient management of the Council's Temporary Accommodation portfolio in accordance with relevant legislation, policies, and procedures.

Key Responsibilities

• Deliver a high-quality temporary accommodation management service across Council hostels, private sector leased accommodation, spot-purchased homes, and supported accommodation.
• Undertake property viewings, sign-ups, and lettings, ensuring residents understand licence/tenancy conditions and rent payment methods.
• Support residents to sustain accommodation by assisting with Housing Benefit applications at the start of lettings.
• Ensure rent accounts are correctly set up and closed, monitoring arrears and identifying cases requiring further action.
• Carry out property inspections at pre-void, void, re-let, and through planned inspection programmes.
• Ensure all properties meet repairing obligations and health and housing safety rating standards.
• Arrange, monitor, and follow up repairs with providers and contractors, ensuring completion within agreed timescales.
• Ensure compliance certification is in place, including fire safety and person-centred fire risk assessments.
• Record, escape, and refer unresolved hazards, disrepair, or compliance breaches appropriately.
• Minimise void turnaround times and reduce rent loss.
• Manage relationships with residents, responding to enquiries and complaints relating to property condition, repairs, and tenancy matters.
• Investigate and record anti-social behaviour, licence breaches, unauthorised occupation, sub-letting, and abandonment.
• Liaise with Legal Services on possession action and represent the Council at court hearings and evictions when required.
• Work with the Housing Access and Housing Solutions teams on suitability, transfers, alternative placements, and discharge of duty.
• Identify safeguarding risks, welfare needs, and support requirements of residents.
• Raise safeguarding alerts and attend multi-agency meetings.
• Refer residents to appropriate support services, including welfare benefits, debt advice, employment support, and social care.
• Build and maintain effective working relationships with temporary accommodation providers, housing associations, and private landlords.
• Work collaboratively with internal teams including Housing, Social Care, Finance, Benefits, Environmental Health, Building Control, and Fraud.
• Support the maximisation of private sector accommodation options to reduce reliance on bed and breakfast placements.
• Contribute to service planning, performance monitoring, and continuous improvement initiatives.
• Maintain accurate records and provide performance data and reports to the Team Manager.
• Keep up to date with relevant housing and homelessness legislation and policy, providing specialist advice to colleagues as required.
• Participate in the out-of-hours rota to support temporary accommodation residents during emergencies.
• Embed equality, fairness, inclusion, and respect in all aspects of service delivery and team working.
• Act in accordance with the Council's values and commitment to community cohesion.

Person Specification Knowledge

• Knowledge of private sector housing law and security of tenure, including Assured Shorthold Tenancies.
• Knowledge of repairing and health and safety obligations relating to temporary accommodation.
• Understanding of the needs of homeless households in temporary accommodation.
• Knowledge of Part VI of the Housing Act 1996 and homelessness legislation (Desirable).

Experience

• Experience working in a busy frontline housing or similar customer-facing service.
• Experience of managing complex casework.
• Experience of partnership working, negotiation, and influencing to achieve outcomes.

Skills & Abilities

• Strong customer focus with the ability to manage challenging behaviour.
• Excellent verbal and written communication skills.
• Strong organisational and administrative skills with attention to detail.
• Ability to interpret complex information and apply it effectively in practice.
• Ability to prioritise, problem-solve creatively, and meet deadlines in a pressured environment.
• Strong interpersonal and negotiation skills.
• Commitment to ongoing professional development and learning.
• Confident use of digital systems and agile working practices.