Job title: Housing Support Service Lead

Reporting to: Operations Manager

Staff reporting: Housing Support Officer

Based: Brent


  • Build positive client relationships and ensure team delivery of personal housing plan
  • Build relationship with other stakeholders to sign post clients for more specialist support
  • Work with clients and team to identify and action service improvements
  • Build relationships with referral sources such as Single Homeless Teams, relevant partners and support services organisations, in order to access best support to meet clients’ needs
  • Escalate maintenance issues to maintenance team and service
  • Monthly supervision of Housing Support Officer
  • Provide support for Housing Support Officers with benefits advice, applications, appeals, tribunals and determining if current benefits are correct and in line with client’s needs
  • Assist and support HSOs with complex cases, in addition to managing the residual case load
  • Review to ensure all housing support plans and risk assessments are regularly updated by the team
  • To record and report safeguarding concerns in line with Caridon Foundation duties and established policies and procedures
  • To update and record new tenant’s details on Arthur and maintain accurate Arthur records
  • Monitor and oversee practices to ensure that tenancy, behaviour, payment and eviction standards are managed in line with company policies
  • To provide weekly and monthly statistics on voids, evictions and arrears
  • To meet KPIs set
  • Ensure the operation of service is to a good quality standard that meets customer service requirements
  • To support Housing Support Officers with Housing Benefit issues such as overpayments and arrears
  • To ensure that all Housing Benefit claims are submitted with all relevant documentation to prevent delays in claims
  • To handle and escalate clients’ complaints
  • To attend multi-agency meetings to promote the needs of clients or Caridon Foundation
  • To ensure confidentiality and data protection are observed at all times in compliance with the Data Protection Act & the General Data Protection Regulation


  • Contribute to Group Newsletter
  • Collate case studies, photographs and information from the field and provide to Public Relations


  • Advertise and recruit volunteers as required to support the functions of the fundraising team where necessary
  • Carry out volunteer inductions
  • Manage and supervise volunteers

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