Main Purpose of the job:
- To provide an efficient and responsive casework review service, ensuring that all reviews and county court appeals are dealt with in accordance with legislation, Council policy, and statutory deadlines. Acting as a lead officer in liaising with clients and Council solicitors in reviews and when defending County Court Actions.
- To investigate, resolve and respond to formal and information senior level MP/member enquiries and complaints, including from the Ombudsman, regarding the services delivered by Housing Options service within statutory and corporate deadlines and foster a positive relationship with members in relation to their casework.
- To authorise the extension or provision of temporary accommodation in review cases as appropriate.
- To ensure the effective communication of review decisions, complaints, appeals and operational matters arising from reviews and enquiries to staff and managers within the Housing Needs Group and propose solutions that will enhance service delivery
_____________________________________________________________________________
Summary of Responsibilities and Personal Duties:
- To carry out statutory reviews under the Housing Act 1996, Part VI, and VII of the Housing Act as amended.
- To provide reports and statistics about the reviews function and support any service improvement initiatives.
- To manage an extensive caseload of reviews and appeals and ensure the investigation and response to these is high quality and within legal deadlines. To liaise with medical team, solicitors, housing providers, advocates and agencies to ensure cases are thoroughly investigated. Also to liaise with customers about the outcomes of reviews and to ensure they are aware of their options and the implications of choices they may make (e.g suitability of accommodation).
- To make complex robust decisions and recommendations on casework undertaken in the Housing Options Service, including to overturn and uphold decisions and service practice.
- To respond to a high level of complex complaints, including those from MPs, members and senior managers within local, corporate and statutory deadlines. Investigating the issues and responding on the full range of issues raised. Ensuring a positive relationship with members is maintained by being responsive to issues, particularly where an enquiry is urgent and ensuring they are updated on progress and receive full, clear responses that focus on solutions to issues.
- Ensure enquiries into complaints are comprehensive and apply relevant legislation, caselaw and policy but also show sensitivity to households needs. Ensuring liaison with and involvement of other relevant sections and agencies and examining all available written and electronic records.
- To research and draft thorough responses to the Local Government Ombudsman as requested and to ensure all information requested by the Ombudsman is made available.
- To provide an excellent customer care service which promotes a positive image of the service to all applicants, advocates and internal and external agency customers whether in person, by phone or any other method of communications To raise customer care concerns about the service which emerge as a result of reviews in the Housing Options management team.
- To promote a housing options approach to service delivery, wherever possible, maximising homelessness prevention and the take up of a range of effective solutions to meet housing need.
- To thoroughly investigate complaints from MPs, elected members and senior managers and where necessary to carry out interviews and home visits to gather information.
- To liaise closely with the Council's Legal Department to provide instructions, agree decisions, discuss matters of law and interpretation, request counsels advice, draft statements and affidavits and attend court wherever necessary.
- From time to time to deal with requests for information under the Data Protection Act and Freedom of Information Act and to be aware of the requirements of the legislation and Lewisham practice.
- Input all data, make detailed case notes and update progress on reviews on all IT systems
- To record and monitor all complaints, enquiries, reviews and appeals being dealt with. To develop and maintain systems to ensure they are accurately reported. To provide management information and reports on these areas as required.
- To produce reports on areas of bad practice, training needs, lack of process or procedures arising out of the review or complaint cases and recommend service improvements, changes to procedures and working practices.
Knowledge
Understanding of the legal and procedural requirements in relation to homelessness and access to social housing.
Extensive knowledge of the Housing Act 1996 as amended and related legislation and caselaw.
Knowledge of related social welfare, human rights and immigration legislation
Knowledge of review procedures.
Aptitude
Ability to work effectively as part of a team, co-operate with colleagues, be sensitive to people's need and help to achieve own and team goals.
A flexible approach.
A commitment to the promotion of a homeless prevention approach Willingness to undertake training as required.
A commitment to customer care.