This Vacancy has closed.
Housing Triage & Allocations Officer
  • Employer: Tunbridge Wells Borough Council
  • Reference: HHE/23/233739
  • Published: Thu 23/03/2023, 9:38 AM
  • Closing on: Mon 10/04/2023, 23:55 PM
  • Working Pattern: Full Time, Job-Share, Part Time
  • Hours: 37 hours per week
  • Salary: £25,745 per annum from 1 April 2023
  • DBS Check: Yes
  • Location: Tunbridge Wells - Town Hall, Kent

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Housing Triage & Allocations Officer

Are you looking for a career in housing and in helping to reduce homelessness? 

Are you interested in joining our expanding Housing Options Team at Tunbridge Wells Borough Council? 

If you answered yes, the post we’re seeking to fill could be for you.

We have a newly created Housing Triage and Allocations Officer post, which we are looking to fill on a full or part-time basis. Job share options will also be considered.

You will be responsible for assessing housing register applications and daily run the Council’s Housing Register in accordance with the Council’s Allocations Scheme and Part6 of the Housing Act 1996. This includes making enquiries with customer, obtaining required documentation, evidence, banding decisions, verifications and assisting with shortlists.

Your role will also involve triaging customers who are seeking housing assistance, presenting as homeless or have been threatened with homelessness. You would be required to help carry out the initial enquiries which will support the casework of the Housing Options Advisors. You will be working as part of the Allocations Team alongside other colleagues in the wider Housing Options Team.


Main Responsibilities:

To carry out enquiries and make decisions on housing register applications, in accordance with the Council’s Allocation Scheme, ensuring this is done within suggested timescales.

To maintain the daily operation of the Council’s Housing Register, undertaking all necessary activities to process online housing applications, register applicants, update records and carry out rolling reviews/investigations of existing cases as directed, ensuring that bandings comply with the Council’s Allocation Scheme.

To make decisions regarding medical and housing assessments in accordance with the Council’s Allocation Scheme.

To triage customers who are seeking housing assistance (under Part 7 of the Housing Act 1996), gathering information and making initial enquiries.

To provide information and advice on homelessness prevention, including options of how to secure accommodation within the private rented and social housing sector. To also give advice on welfare benefits and discretionary housing payments, referring or signposting customers to other housing related services.

To respond to customer enquiries by phone, email and letters, including enquiries made by organisations and agencies supporting applicants, and advise customers of waiting times for allocations, providing accurate information on the Council’s allocations scheme. Identify appropriate alternative housing options such as shared ownership options, private rented sector options and to make referrals as appropriate.


About you: 

You should have experience of working in a front-line housing environment, or related field.

Educated to GCSE level (or equivalent) at grades A to C.

Have reasonable working knowledge of housing allocations and homelessness legislation (Part 6 and 7 of the Housing Act 1996).

Attention to detail and the ability to interpret and apply policy information.

A good understanding of the welfare benefit system and welfare reform changes.

Excellent written and verbal communication skills and proficiency with using Microsoft packages and IT systems.

Ability to work in a team and develop effective, supportive relationships with colleagues.


In return we offer you:

 Financial: An attractive basic salary within a clear pay structure with the opportunity to influence your own annual salary increase based on your contribution to the role and organisation.

 Holiday Entitlement: 22 days annual leave (increasing to 27 days after 5 years continuous Local Government service) plus an additional day in December and bank holidays.  

Employee Assistance Programme: The Council has partnered with Health Assured to provide staff with access to EAP (Employee Assistance Programme) to assist in balancing everyday life with the requirement of work and home.

Pensions: Membership of the Local Government (CARE – Career Average (Revalued Earnings) Pension Scheme.

Flexibility: The Council operates a hybrid working model with opportunities to work from home and in an office environment, and a flexible working policy subject to the business needs being met.

Personal Development: Invaluable training opportunities for continuing professional development.

Take a look here at all the additional benefits that we offer.


To find out more take a look at the Job Description and Person Specification below. Applicants must be able to demonstrate all essential requirements as listed in the job profile.

For an informal discussion about this post, you can contact Stuart Clifton, Housing Services Manager, on 01892 554618 or email

Our competency framework describes what's expected from our employees in terms of attitudes and behaviors. To view our core competencies, click here

To stay up to date with our latest vacancies and what it’s like to work here you can follow us on twitter @TWBC_Jobs and LinkedIn @TWellsCouncil

Closing Date: Monday 10 April 2023

Interview Date:    Thursday 20 April 2023