We are looking for a compassionate and organised Housing Caseworker to support our clients with housing-related and income maximisation advice. The role will involve providing advice, guidance, and practical support to individuals and families facing housing difficulties, including homelessness, Contractual/Tenancy problems, and accessing accommodation. You will work closely with clients to assess their needs, develop action plans, and liaise with landlords, the local authority, and other relevant agencies to achieve positive housing outcomes. The role will provide a high quality housing and welfare benefits casework service by way of face to face, telephone and online based appointments. This will be delivered to the standard required by Citizens Advice. Home visits are not routinely offered, but are considered on a case by case basis and following a discussion with your line manager.
The role will be mainly based in our Pontypool/Cwmbran offices but may also involve delivery of services in other locations throughout Torfaen as well as home working opportunities.
The successful applicant will be expected to engage with 25 clients per month which will be made up of a mixture of in house and external referrals received from the local authority’s early prevention hub.

Casework
⮚ Provide casework covering a full range of housing and welfare benefit topics.
⮚ Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate and negotiate with third parties as appropriate.
⮚ Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning.
⮚ Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
⮚ Maintain case records for the purposes of continuity of casework, information retrieval, statistical monitoring and report preparation.
⮚ Ensure that all casework conforms to the organisations Office Manual and the Advice Quality Standard and/or the specialist Quality Mark as appropriate.
Research & Campaigns
⮚ Assist with research and campaigns work by providing information about clients’ circumstances through recording of evidence forms.
⮚ Provide statistical information on the number of clients and nature of cases and provide regular reports to the organisation’s management.
Professional Development
⮚ Keep up to date with legislation, case law, policies and procedures relating to the housing landscape in Wales and undertaking appropriate training.
⮚ Attend relevant internal and external meetings as agreed with the line manager.
⮚ Prepare for attending supervision sessions/team meetings/management team meetings as appropriate.
Administration
⮚ Use IT for statistical recording, record keeping and document production.
⮚ Attend internal and external meetings as agreed with the manager.
⮚ Maintain a library of reference material and case law.
⮚ Liaise with statutory and non-statutory organisations and present our service to outside bodies as appropriate.