Provide first line housing legal advice
Overview
This standard is about providing clients with direct housing information and advice at the point of initial contact with the service. You will establish their needs and expectations of services, research information which is relevant to their situations and provide them with appropriate and accurate legal advice. You will also decide when to refer clients on
Performance criteria
You must be able to:
communicate with the client in a manner appropriate to their
understanding and needs
- explain to clients the legal advice services you can offer in line
with organisational requirements
- check that clients understanding of legal advice services is
consistent with information you have provided
- agree with clients their legal advice requirements in line with
relevant legislation, policies and procedures
- agree with clients any situations which require immediate action
and take steps to implement in line with their requirements
- explain the organisation's systems and procedures for working
with clients
- analyse available client information to assign relevance to their
case in line with your professional judgement
- record client details and agreed actions in line with organisational
requirements
- review sources of information to assess applicability to clients
situations
check that information obtained enables you to advise clients
analyse information received from clients and the research
process to formulate options in line with clients needs
- present clients with information and possible options for action in
line with organisational requirements
- advise clients on the implications of possible options in line with
organisational requirements
- check clients understanding of the advice offered in line with
organisational requirements
- agree actions required by you and clients in line with
organisational requirements
Knowledge and Understanding
You need to know and understand:
You need to know and 1. how to adapt communication styles in ways which are appropriate to
the needs of the client
the legislative framework affecting provision and entitlement to
private and social housing, with particular reference to:
2.1 types of tenure and their implications for tenants and landlords
2.2 housing standards as they relate to residents
housing options available based on circumstances and eligibility, with
particular reference to:
3.1 residency status of clients
3.2 recognising emergency situations
3.3 giving options to clients
3.4 tests for relevant authority duties
considerations in relation to statutory housing allocation, including:
4.1 eligibility
4.2 rules for the application process
4.3 right to a written decision and time limits for challenge
rights and entitlements in relation to harassment and eviction
the role of statutory enforcement bodies responsible for dealing with
discrimination issues
the legal remedies for discrimination
environmental, health and safety requirements and their impact on
housing
the definition of homelessness
services available to people who are homeless
how the wider benefits system affects the ability to access and
retain housing
procedures for possession in both private and social housing:
12.1 by landlord
12.2 by mortgage provider or secured loan provider
how to recognise notice and possession orders and warrants
complaints procedures in relation to housing