Complex Case Housing Officer (East Somerset)

Complex Case Housing Officer

Salary: £38,510 - £43,149 per annum.

Hours: Full-Time, 37 hours per week.

Contract: Permanent

Location: Shepton Mallet, East Somerset

Closing date: 22/11/2026

Role Purpose

You’ll be providing specialist housing and homelessness support to people experiencing rough sleeping, who also have multiple and complex needs.

This may include individuals with mental ill-health, substance misuse, trauma, neurodiversity, safeguarding concerns and long histories of homelessness. Working with a limited caseload of individuals who may be resistant to engagement, you will be required to use trauma-informed, person-centred and assertive outreach approaches to build trusted relationships, assess needs, and develop sustainable pathways out of homelessness.

The role delivers statutory homelessness prevention and housing options services, ensuring compliance with relevant legislation and guidance while coordinating tailored interventions across housing, health, social care, criminal justice and voluntary sector partners.

You’ll be acting as a specialist practitioner, leading complex case coordination, overcoming barriers to service access, and facilitating suitable accommodation solutions. You will also need to ensure compliance with relevant legislation and guidance, and you will be coordinating tailored interventions with multiple sector partners, including those in housing, health, social care and criminal justice.

Somerset is committed to supporting the Government’s Ending Rough Sleeping campaign, and you will a key part of this. Your success in this role will help to achieve positive housing and wellbeing outcomes for some of Somerset’s most vulnerable residents. You will be ensuring that the service delivers measurable improvements, underlying Somerset Council’s commitment to a fairer, better future.

Key responsibilities

• Provide advice / information on homelessness, housing options, available help and routes to access it.
• Assess eligible homeless applicants; co-design PHPs with clear actions for officer and applicant.
• Progress cases under current legislation and the Homelessness Code of Guidance.
• Refer to partner organisations for Private Rented Sector access and advice on benefits, debt/budgeting, substance misuse, rough sleeping, mental health, complex needs and learning difficulties, among other things.
• Maintain comprehensive records / case notes on the case management system. Keep homelessness decisions and temporary accommodation statuses up to date to ensure accurate statistics.
• Maintain expert knowledge of placement options, temporary accommodation pathways, suitability criteria and regional complex-needs provision.
• Identify realistic safe pathways for people whose needs do not fit standard provision.
• Coordinate multi-agency plans with service partners e.g. mental health, substance misuse, criminal justice, housing support.

What you’ll bring

• Demonstrable success engaging hard to reach clients through persistent, face-to-face, relationship-based practice.
• Proven track record in developing and implementing support plans.
• Experience in conducting outreach / in-reach and engagement activities.
• A good understanding of the causes and issues around rough sleeping, and the interventions required to reduce rough sleeping.
• Knowledge and understanding of current homelessness legislation, guidance and regulatory standards.
• Awareness of local support services and resources.
• Educated to at least A Level standard or acquired knowledge to NVQ Level 4.
• CIH qualification or equivalent qualification in housing.
• Creative in engaging people who are hard to engage and socially excluded.
• Ability to deal sensitively with a wide range and spectrum of people in varying circumstances.

About the team

The Rough Sleeping Team forms part of Somerset Council’s Homelessness and Housing Options Service. Our Rough Sleeping Team works to prevent and reduce rough sleeping across Somerset, helping people access accommodation, support services, and pathways away from homelessness. We work closely with a range of partners, including housing providers, NHS services, substance misuse services, and voluntary sector organisations, to provide coordinated and effective support. Together, we are committed to delivering compassionate, person-centred services that help people move away from homelessness and achieve lasting housing stability.

Why Join Us?

At Somerset Council, we're a progressive organisation committed to improving lives and shaping better services for our communities. Based in one of England's most beautiful counties, it's a great place to build your career and enjoy an excellent quality of life.

• Generous annual leave plus bank holidays, with the option to purchase additional leave.
• Local Government Pension Scheme (LGPS), one of the UK's most generous and secure pension schemes.
• Flexible and hybrid working arrangements to support work-life balance, where service needs allow.
• Health and wellbeing support, including access to confidential employee assistance services.
• Paid volunteering opportunities, helping you make a difference both inside and outside of work.

Find out more about working at Somerset Council:

https://www.somerset.gov.uk/jobs-and-careers/working-at-somerset-council/

Additional information

• This is a full-time position working 37 hours per week. This will require unsociable hours to be worked, including early morning outreach and spotlight counts.
• 30 days of annual leave (additional to bank holidays).
• An enhanced DBS check will be required for this role.
• Interviews are anticipated to take place in the first two weeks of December.

Unfortunately, we are unable to offer sponsorship for this role. We are only able to proceed with candidates who already have the right to work in the UK without the need for VISA sponsorship.

For an informal chat about the role, you can contact Kyleigh Callow, Service Manager – Rough Sleeping, via email at kyleigh.callow@somerset.gov.uk.    

We believe diversity makes us stronger and are committed to creating a workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds and experiences, whose unique perspectives help us better serve the people of Somerset.

You can find a copy of the job description here:  RP303 Complex Case Housing Officer .pdf