Solutions Officer

Position: Housing Solutions Officer
Location: Greater London

Help residents find stable ground and build secure, settled futures

As a Housing Solutions Officer, you’ll support residents facing crisis, turning complex legislation into clear, realistic paths towards settled homes. When housing security is at risk, you’ll step in with practical solutions and a supportive approach, keeping early prevention at the centre of everything you do.

What you’ll be doing

Your day will involve regular contact with residents over the telephone and face to face, offering clear, empathetic guidance during moments of acute crisis. You’ll listen actively, gather essential information and de-escalate challenging situations with calm professionalism, helping residents feel supported and understood from the very start.

You’ll assess housing needs, affordability and suitability, working in partnership with applicants to co-create tailored Personal Housing Plans focused on sustainable outcomes. Beyond initial assessments, you’ll conduct proactive casework to prevent homelessness, whether that involves negotiating with landlords, mediating tenancy disputes or visiting residents in the community.

Applying Part VI and Part VII of the Housing Act 1996, you’ll evaluate evidence, issue legally compliant statutory decision letters and maintain accurate records across internal IT systems in line with H-CLIC and data protection standards. You will also identify safeguarding concerns, domestic abuse and vulnerability indicators, completing thorough risk assessments and escalating cases swiftly in line with Council procedures.

Collaboration will be central to your day-to-day work. Alongside managing your own caseload, you’ll work closely with adult and children’s social care, health teams, probation and the Department for Work and Pensions to coordinate joined-up support. You’ll also take part in duty rotas covering telephone enquiries, service inboxes and face-to-face enquiries, ensuring our service remains accessible, responsive and fair.

What you’ll bring

You’ll bring proven interpersonal skills, with the ability to communicate empathetically with people from diverse backgrounds facing crisis. Listening actively, staying composed under pressure and having the confidence to ask the right questions will enable you to understand complex personal circumstances with care and sensitivity.

Frontline housing work requires strong emotional resilience and emotional intelligence. You’ll be someone who feels comfortable navigating sensitive conversations, explaining tough decisions and realistic options with clarity, honesty and compassion.

You’ll bring strong casework and analytical abilities, enabling you to investigate facts, weigh up complicated evidence and apply legislation accurately. Exceptional organisational skills and time management are essential to balance competing caseload demands and produce detailed, legally sound decisions within statutory time frames.

A collaborative mindset is vital, along with a firm commitment to fairness and integrity. Whether you are a recent law graduate, a social worker or an experienced practitioner from the voluntary sector or local government, your commitment to supporting vulnerable residents will enable you to thrive in this role.

Why join us

At RBKC, we’re all in – investing in our people, our communities and our future.

You’ll join a welcoming, hardworking team within a service that has recently achieved Bronze DAHA (Domestic Abuse Housing Alliance) accreditation, reflecting our dedication to high standards of support. What sets Kensington and Chelsea apart is our proactive housing approach: rather than relying on standard answers, we explore constructive options through an extensive range of accommodation pathways and partnership initiatives.

We…