Isha Hussain

Housing professional with local authority experience across Housing Solutions, homelessness prevention, Housing Options and Housing Register services. Experienced in supporting applicants presenting as homeless or at risk of homelessness, undertaking frontline triage and assessments, investigating housing circumstances, providing housing advice, progressing casework and supporting homelessness decision-making. Experienced in working with vulnerable applicants and households with complex needs, including rough sleepers and people requiring support from mental health, safeguarding, social care and other partner services.

Strong experience of multi-agency working, landlord liaison, negotiation and homelessness prevention, including exploring financial solutions to rent arrears and shortfalls to help sustain accommodation. Confident managing high-volume frontline work and competing priorities while maintaining accurate case records and working to required timescales. Experienced in using LOCATA, Microsoft Excel and Outlook to record, monitor and manage casework and performance information.

Holds a Level 3 Housing/Property Management Apprenticeship and is committed to continued professional development within housing and homelessness services. Issuing homelessness decision letters section 184 primary record of what homelessness duty the council owes you weather they are eligible for help, classified as homeless or threatened with homelessness, have a priority need, whether they are intentionally homeless and have a local connection will determine if you are owned a prevention or relief duty or a section 188 interim accommodation decision regarding whether the client gets emergency temporary housing while the council investigate.

Housing Options Support Officer - East Herts Council

(2025-03)

• Support Housing Options Officers with homelessness casework, including frontline triage, housing advice, referral work and progression of applicants’ cases.
• Manage a personal caseload of approximately 40 cases, ensuring actions are progressed appropriately and case records remain accurate and up to date ensuring the personal housing plan ( PIP) is all up to date, once the 56 days have come to an end to make a decision on the case what the next steps are.
• Develop practical experience communicating housing and homelessness decisions clearly and professionally, including decision letters.
• Complete referral forms and liaise with relevant colleagues to ensure applicants are directed towards appropriate services and support.
• Undertake property searches and identify potential housing options based on applicants’ circumstances.
• Provide housing advice by telephone and respond professionally to housing-related enquiries.
• Work alongside the Home Options and Housing Register team, processing applications and supporting applicants through the housing register process.
• Complete medical forms and gather relevant information to support assessment of applicants’ housing circumstances.
• Maintain accurate case information and contribute to the timely administration and progression of housing cases.

Housing Solutions Advisor Apprentice - Luton Council

(2023 - 2025)

• Worked within a high-volume, pressurised frontline Housing Solutions service, managing approximately 60 walk-in clients alongside applicants presenting as homeless on the day.
• Prioritised applicants according to their circumstances and needs, completing robust initial interviews and ensuring cases were appropriately signposted or progressed.
• Developed practical experience applying homelessness legislation and communicating statutory decisions through homelessness decision letters.
• Issued decisions relating to applicants assessed as not being in priority need, as well as decisions where applicants were not eligible for assistance.
• Investigated applicants’ housing circumstances and worked proactively to identify homelessness prevention opportunities before homelessness occurred.
• Liaised directly with landlords and negotiated potential solutions, including incentive payments, assistance with rent arrears and shortfall payments, to help sustain accommodation and reduce the need for temporary accommodation.
• Worked closely with Adult Social Care, Children’s Social Care and the Multi-Agency Safeguarding Hub (MASH) where applicants had children or safeguarding concerns were identified.
• Identified applicants with complex needs and made appropriate referrals to mental health, support, resolution and safeguarding services.
• Worked alongside support workers and probation officers to coordinate assistance and contribute to appropriate outcomes for vulnerable applicants.
• Supported applicants experiencing rough sleeping and other complex circumstances, adapting communication and assessment approaches to individual needs.
• Built effective relationships with challenging or disengaged applicants by remaining calm, respectful and professional, including through face-to-face assessments where appropriate.
• Worked across internal council departments and external agencies to coordinate support and address applicants’ housing and wider needs.
• Used LOCATA to accurately record applicant and case information.
• Maintained Excel logs of frontline presentations, recording applicants and reasons for presentation to support monitoring and service information.
• Interpreted financial information, maintained accurate data and provided statistical and performance information to colleagues.
• Managed competing priorities using task lists and Outlook calendar reminders, ensuring actions were organised and completed within required timescales.

Customer Service Administrator - SWK.ANK IT Service Solutions

(2021-02 - 2023)

• Acted as a first point of contact for internal and external stakeholders, responding to enquiries and taking ownership of issues through to resolution.
• Logged frontline tickets, assessed priority, recorded timescales and identified appropriate next actions within a multi-supplier environment.
• Worked to agreed Service Level Agreements (SLAs) and managed competing priorities while maintaining accurate records.
• Liaised with internal teams, external partners and third-party suppliers to provide updates, resolve issues and coordinate appropriate responses.
• Developed effective professional relationships with stakeholders and contributed to service improvements.
• Contributed to operational resources including FAQs and online databases, demonstrating strong written communication and attention to detail.
• Managed senior management diaries and coordinated competing priorities in a busy administrative environment.
• Developed strong organisational, communication, problem-solving and time-management skills transferable to high-volume frontline casework.

Work Experience - Kiddies Kingdom Pre-School & Nursery

Earlier experience

• Worked with children in a nursery environment, developing strong communication, patience, empathy and interpersonal skills.
• Supported children with different needs and contributed positively to their development and learning.
• Developed a compassionate, adaptable and responsible approach when working with children, colleagues and families.

Level 3 Housing/Property Management Apprenticeship - Housing Apprenticeship Standard – Officer (2023-02)

Health & Social Care Level 2 - Luton Sixth Form College (2021 - 2021)

GCSEs - English – Grade 4

• Mathematics – Grade 4
• Geography – Grade 4
• Science – Grade 3
• Religious Education – Grade 3
• Child Development – Level 2 Pass - Challney High School for Girls