Housing Triage Coordination Officer

We are currently recruiting for an experienced Housing Triage Coordination Officer to join a busy Housing Solutions team, playing a key role at the front end of the service in preventing homelessness and delivering effective housing advice. This is a fast-paced, customer-facing position where you will act as the first point of contact for residents, providing immediate housing advice, triaging cases and coordinating responses to ensure customers receive the right support at the earliest opportunity.

The Role

• Act as the first point of contact for residents presenting with housing issues, delivering a high-quality triage and advice service.
• Provide rapid responses to housing enquiries via front of house, telephone, email and web forms.
• Work proactively to prevent homelessness at first contact, including negotiation with landlords, family members and other stakeholders.
• Coordinate appointments for Housing Options Officers, visiting officers and tenancy relations officers.
• Manage and monitor incoming enquiries, allocating cases appropriately across the service.
• Provide housing advice, signposting and initial decision letters in line with legislation and council procedures.
• Support customers to explore housing options including private rented sector, mutual exchange, mobility schemes and homelessness prevention tools.
• Work closely with internal teams and external partners including housing providers, DWP, health services, probation and third sector organisations.
• Ensure all case information is accurately recorded on relevant systems and meets reporting requirements.
• Support vulnerable households, including those with mental health, substance misuse or complex needs, ensuring appropriate referrals are made.
• Assist in the assessment of applications under Part VI and Part VII of the Housing Act 1996 and the Homelessness Reduction Act 2017.
• Contribute to homelessness prevention initiatives and continuous service improvement.