Under One Roof Advisor (9+ Month Fixed-Term Contract)

Were looking for an Under One Roof Advisor to join our team on a minimum 9-month maternity cover fixed-term contract. This is an excellent opportunity for someone with experience in housing allocations to use their knowledge and decision-making skills to support customers whilst ensuring applications and nominations are managed fairly consistently and in line with local authority policies.

Under One Roof is a commissioned service managed by Torus on behalf of local authority partners helping people access housing opportunities through a fair transparent and customer-focused allocations this role youll assess housing applications determine eligibility and priority manage nominations to partner landlords and support customers throughout their housing journey. Youll play a key role in helping applicants access suitable housing whilst ensuring allocations are made in line with relevant policies and procedures.

What youll be doing:

• Deliver a high-quality customer-focused housing allocations service through the Under One Roof scheme.
• Assess housing applications review supporting evidence and make decisions on eligibility and priority in line with relevant allocations policies and procedures.
• Support customers throughout their housing journey providing advice guidance and assistance across telephone email and online channels.
• Manage property adverts shortlisting and nominations ensuring homes are allocated fairly accurately and efficiently.
• Liaise with partner landlords and external organisations to progress nominations and achieve positive outcomes for customers.
• Respond to enquiries from customers and stakeholders delivering a professional responsive and supportive service.
• Maintain accurate records and case information ensuring compliance with data protection requirements and service standards.
• Identify customers who may require additional support and signpost or refer them to appropriate services where required.
• Work collaboratively with colleagues and partner organisations to continuously improve the customer experience and service delivery.
• Contribute to team objectives performance targets and service improvement initiatives.
• Build positive working relationships with a range of stakeholders including customers housing providers local authority partners and support agencies.
• Promote safeguarding and ensure any concerns relating to vulnerable adults or children are acted upon appropriately.

What were looking for:

• Experience working within a housing allocations role with a good understanding of housing allocations policies procedures and nomination processes.
• Experience using Property Pool Plus Under One Roof or a similar choice-based lettings or allocations system.
• Experience assessing housing applications reviewing supporting evidence and making fair evidence-based decisions.
• Strong customer service skills with the ability to confidently support and guide applicants through the allocations process.
• Excellent communication and relationship-building skills with experience working collaboratively with customers partner landlords and external agencies.
• The ability to interpret and apply policies consistently using sound judgement and attention to detail.
• Strong organisational skills with the ability to manage a varied workload prioritise competing demands and meet deadlines.
• Confidence using digital systems to manage applications case records and customer information accurately.
• Experience handling sensitive and confidential information with professionalism and discretion.
• The ability to work independently use initiative and take ownership of your workload while contributing positively to the wider team.
• A proactive and flexible approach with a commitment to continuous improvement and delivering positive outcomes for customers.

Interview process:

Shortlisted candidates will be invited to attend an in-person competency-based interview at our Warrington Bank Park House office with interviews taking place on the afternoon of Wednesday 4 November 2026 and Thursday 5 November 2026.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• Occupational Health questionnaire.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation including signed terms and conditions.

Please note we reserve the right to close this advert early if we receive a sufficient number of applications.

Required Experience:

Unclear Seniority