Location
London Borough of Sutton

Hours
Full Time (hours not specified)

Salary
£44,685 per annum

About the Borough
The London Borough of Sutton is situated less than 30 minutes by train from Central London, with direct connections to London Victoria and London Bridge. Located in zone 5 with excellent transport links, Sutton boasts award-winning parks and open spaces, low crime rates, affordable housing, and great schools. The borough enjoys high levels of resident engagement and satisfaction, delivering quality services while addressing financial challenges and involving residents in key issues and local developments.
Sutton is investing continuously in the health, wellbeing, and education of its residents and future generations, as outlined in the “Ambitious for Sutton” corporate plan. Home to the Royal Marsden Hospital and the Institute of Cancer Research, Sutton is developing the London Cancer Hub, aiming to be the world’s leading life-science district specialising in cancer research and treatment. This vision will create around 13,000 jobs and contribute £1.2bn annually to the UK economy, fostering a vibrant community of scientists, doctors, and innovative companies.
With ongoing regeneration including new homes and schools, Sutton is committed to working closely with residents and vulnerable groups to help maintain independence and balance support with independent living.
The Council is a key force within the South London Partnership, focusing on strategic growth, regeneration, and investment across five outer south west London boroughs. Sutton aims to shape the borough’s future to make it a great place to live, work, and raise a family.

About the Service and Team
The Wellbeing and Support Team is an approachable, empathetic, front-line holistic housing and homelessness support team within LB Sutton's Housing Advice Service. It works alongside and supports the Housing Advice and Homelessness Prevention Team.
The team’s mission is to place residents at the centre of their support through person-led, individually tailored plans that assist with tenancy sustainment, early homelessness de-escalation, and resettlement into suitable, affordable long-term housing.
The team works collaboratively with the local authority to provide people-focused, responsible, inclusive, and empowering service delivery.

About the Role
This role focuses primarily on resettling displaced and homeless residents placed in Nightly Paid Accommodation (NPA) or Temporary Accommodation (TA) into long-term housing, typically in the private sector or sometimes social housing. The aim is to reduce the number and length of stay of homeless households in temporary accommodation by securing sustainable housing solutions.
The role requires:
- Building trusted relationships quickly with vulnerable and displaced customers
- Checking household income and expenditure, budgeting, income maximisation, and assessing rent affordability
- Maintaining current knowledge of the benefit system and its reforms
- Identifying and creating opportunities for property viewings
- Negotiating with landlords and letting agents
- Working autonomously and collaboratively within a defined framework

Experience
Significant experience providing information, advice, and guidance to the public in complex environments. Experience in motivational interviewing or similar intervention techniques is essential. Proven ability to communicate complex information clearly and concisely in writing and orally, adapting communication style to different audiences and situations. Experience in building positive relationships, working cooperatively with others, and managing expectations through support and negotiation.
Experience in accurately recording information and maintaining up-to-date case records using appropriate IT systems.
Ability to recognise and respond appropriately to the needs of vulnerable households, including making referrals to other teams or agencies where complex needs arise.
Understanding of housing options, housing legislation, benefit entitlements, training and employment opportunities, and the impact of welfare reform and legislative changes.

About you
You will demonstrate a customer-focused attitude with diplomacy, empathy, and understanding, aiming to resolve issues and maximise opportunities for customers. You are creative and innovative in meeting clients’ needs and able to motivate and support individuals through outcome-focused personal change.
You will be able to collect and extract relevant information to accurately identify and evaluate client enquiries, applying legislation, policies, and procedures to make clear, informed, and consistent decisions.
You will embrace diversity, challenge inequality and poor behaviour, respect differences, and be open to new ideas and feedback.
You take responsibility for your own learning and development, striving for high personal achievement to contribute to organisational success.

Qualifications
Specific qualifications are not detailed, but a thorough understanding of housing legislation, benefits, and welfare reform is required. Relevant training or certification in motivational interviewing or similar intervention techniques is desirable.