Housing and Resettlement Support Worker

Please send all completed applications to

Housing and Resettlement Support Worker

Department: Holman House
Work Location: Bedford
Salary: £20,579
Contract: Permanent
Hours per week: 37.5
Shift pattern: Mon-Fri 9- 5PM

Job description:

JOB TITLE:                                                   Housing and Resettlement Support Worker
REPORTS TO:                                              Service Manager

 DIRECT REPORTS:                                     None

 INDIRECT REPORTS:                                 None

 LOCATION                                                    Holman House, Bedford, with travel to Luton and,

Central Office, other Business locations and external venues as required


To successfully motivate and inspire Service Users to learn new skills, build in confidence and take positive risk that enables them to move on successfully. Provide pathways, support and appropriate interventions to enable successful move on and resettlements and access to meaningful activities and ultimately employment.  Work with external partners, agencies and commissioners to achieve the desired outcomes of the residents and of the service providing safe environments to achieve this.


  • Signing documents in conformity with the Authorisation Policy


  • Providing tenancy sustainment
  • Management of risk
  • Management of any incidents that may arise in a safe learned way
  • The successful move on and resettlement of service users into the community
  • Accurate and up to date service user support plans and records
  • Comply with any required standards or procedures as detailed in the Organisation’s ISO9001 QMS.
  • Comply with Penrose quality and audit processes
  • Comply with Penrose Health and Safety processes
  • Achievement of KPI targets and personal objectives


Support Services

  • Responsible for interviewing potential service users to understand their desired outcomes, asses compatibility and risks to other existing residents and identify potential risks which might require mitigation and planning for, before offering a place..
  • Liaise with referral agencies and ensuring that vacancies are filled within an appropriate time scales and in-line with Penrose’s Referral Policy and void targets are met.
  • Ensure service users are aware of their rights and responsibilities as a resident and those of the landlord.
  • Ensure that service users are aware of their rights and responsibilities regarding welfare and benefits.
  • Act as the primary Support Worker to named service users as designated by your line-manager
  • Plan and co-ordinate with the service users their individual support and resettlement packages for the Service User liaising with agreed agencies, health and care professionals to ensure successful delivery of the plans.
  • Constantly ensure that the service user has the tools and confidence to control and choose their own goals and the steps to be taken Ensuring the Service users has access to appropriate methodologies and inventions to encourage and support their engagement and progress towards positive move on.
  • Encourage service users to participate in the running and development of Projects / Social Enterprise initiatives, training interventions, volunteering or work experience within Penrose such as ROOTS and LINKS
  • Provide and arrange various external advice, advocacy and information in order for service users not to become dependent on the service.



  • To assist the Service Manager in managing health & safety, maintenance, rent/charges collection, arrears and void control, across the team
  • Sign up new service users with appropriate Licence Agreement following correct procedures. Assist them to take up occupancy of their room and provide them with induction, including information on the conditions of their licence agreement, residents’ charter, Penrose policies and procedures and relevant local information.
  • Ensure that service users understand their rights and responsibilities as tenants and residents
  • Explain about our Community Living Agreements and Speak Outs.
  • Ensure welfare benefits are in place if applicable, and assist them in making their claims in order to maximise their income if not in place.
  • Ensure that adequate records are kept of any action taken regarding a resident’s breach of agreement. In particular, to monitor the payment of rents, and to avoid and recover rent and service charge arrears.
  • Mange house frictions
  • Ensure no bullying or victimisation
  • Assist service users with arrangements for moving into their move on property, ensuring benefits are applied for, utilities connected, maintenance problems resolved and that the property is properly furnished
  • Carry out pre-void inspections of Penrose properties making arrangements with service users for replacement or repair of Penrose property.




  • Develop and maintain good community relationships within the local community, particularly with direct neighbours and other interested parties.
  • Liaise with other agencies, ensuring that access to services is maintained and that information is accurately and promptly communicated to other relevant professionals and carers as directed by policy and good practice.


  • To complete reports (either electronically or written), including service user’s support plans, notes and other documentation for managers, members of the management board and other agencies, as directed by your line manager in a timely and accurate manner and in accordance with policy and procedure
  • To input and extract information from computerised packages, client monitoring system, and other database systems.
  • Collect and monitor payments of rents and service charges, deal with service users that are in arrears whilst liaising with housing benefit and DSS concerning direct pay
  • To follow and adhere and ensure up to date knowledge to all Penrose’s policies, procedures and rules at all times
  • When requested to provide guidance and support to relevant workers, such as volunteers, students, etc…, in line with the relevant policy and procedure.
  • Attend internal and external meetings and training as directed by your line manager


  • Promote and encourage best practice in Health & Safety and Environment
  • Take individual responsibility with other staff for the personal safety of all people working and/ or visiting the service especially in response to emergency situations
  • Ensure all the organisations rules/policies regarding Health, Safety and the Environment are strictly adhered to and that safe working practices are adopted at all times and risk assessments are both carried out and followed
  • Report any concerns relating to health and safety issues at the earliest opportunity to your line-manager



  • Ensure consistent and effective implementation of Penrose’s Equal Opportunities & Diversity policy and procedures
  • Positively promote an environment within Penrose which respects and values the diversity of both staff and service users.Other Responsibilities and Duties as Required


  • Other responsibilities than those described above may be required to be undertaken from time to time and will be expected to be performed to as long as it is within the capability and level of the position.


Please note that this job description is subject to change (following consultation) depending on the needs of the organisation.


Person Specification

 Housing and Resettlement Support Worker

Qualifications and Experience Rating Application Form Interview
Have or prepared to work towards appropriate professional qualification:NVQ / Diploma level 3 in Health & Social Care / Community Justice or professional equivalent Essential x
Experience of working with residents who may have mental health issues/ personality disorders/ forensic mental health backgrounds / substance misuse / offenders and whose chaotic lives challenge service provision Essential x
On the job experience of developing support plans with service users and providing motivation and inspiration with appropriate interventions for service user and liaising with other professional to bring the plans to fruition Essential x x
Clear evidence and experience of successful reintegration of clients into the community Essential x x
Experience of providing housing support and practical assistance within a residential or outreach support role. Desirable x x
Experience of housing management Essential x
Knowledge Rating Application Form Interview
Excellent understanding of supported housing and social  needs Essential x x
Understanding and practical application of key legislation regarding social care, housing, criminal justice and mental health Essential x x
Knowledge of Health & Safety and Equality legislation and practice Desirable x x
Skills and abilities Rating Application Form Interview
Excellent and proven ability to form effective positive and motivational relationships Essential x
Excellent communication skills both written and oral with both internally and externally with outside agencies and bodies Essential x
Able to influence and negotiate positive outcomes with the clients and supporting professional bodies Essential x x
Ability to maintain accurate records and write clear reports using bespoke software and branded packages Essential x x
Sensitive to both service user and staff needs Essential x
Able to take part in a range of therapeutic / work focused groups Desirable x x






Housing and Resettlement Support Worker

Competency Definition Level
Oral communication Communicates in a way that is unambiguous using appropriate terminology and non-verbal communication, providing accurate data that influences and informs the recipient. Level B – Can communicate with a range of people in a positive and inclusive manner which maintains their attention.
Written communication Expresses ideas clearly in a well structured manner, using correct grammar and appropriate terminology. Uses a variety of media. Level A – Writes well-structured, error free written documents.
Sensitivity Shows awareness of the diversity of those they work with and for and is aware of their own influence both. Recognises the impact of own behaviour on others. Level B – Recognises, understands and responds to feelings and needs of others, even when they may be very different to their own.
Coaching and motivating Directing and guiding others in the performance of their tasks. Establishing a spirit of working together to set and achieve goals. Level B – Independently takes the initiative to provide direction, support and feedback, motivating another to takes the agreed steps.
Teamworking/ working with others Contribute actively on issues/solutions even when the issue is not the responsibility of the individual. Level A – Work with others internally and externally to deliver solutions/results.
Customer focus Understand customer needs and requirements and act accordingly. Ensuring high level of service delivery to deliver customer satisfaction. Level B – Actively investigates further needs of the client and demonstrates their desire to deliver the best to the client.
Results Orientation Actively focused on achieving results and objectives. Level A – Works purposefully to achieve objectives and tasks on time and as agreed.

Why work with us?

  • Excellent core and on-going training aligned with personal development plan
  • 25 days annual leave (increasing 1 day per year of service up to 30 days)
  • Pension, Eyecare Vouchers
  • Growing and forward-thinking organisation


Candidates must demonstrate an understanding of the issues relating to equal opportunities in service delivery and provision and to actively promote ways of eradicating racism, sexism, and other forms of negative discrimination though the group’s policies and procedures.

All successful applicants will be required to undertake an Enhances DBS and provide 2 employment references including one from your most recent employer


Please return your completed application by email to



Closing date: 03/07/2019

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