Sagal Roble

Experienced and proactive Housing Professional with over 5 years' experience working across London local authorities and housing associations, with a strong track record in tenancy management, homelessness prevention, income recovery, anti-social behaviour (ASB), safeguarding and tenancy sustainment. Experienced in managing complex and high-volume caseloads, supporting vulnerable households, preventing homelessness, resolving tenancy-related issues and recovering rent arrears through proactive intervention and tailored payment arrangements. Strong working knowledge of the Housing Act 1996 and Homelessness Reduction Act 2017, with proven ability to work collaboratively with legal teams, social services, domestic abuse services, mental health professionals and other external agencies.

Recognised for excellent communication, sound judgement, effective conflict resolution and delivering high-quality customer service. Proven record of achieving measurable improvements in income collection, tenancy sustainment and customer satisfaction.

SENIOR HOUSING OFFICER - Notting Hill Genesis

• Manage a complex caseload of 120+ tenants, providing proactive tenancy management and tenancy sustainment support.
• Deliver early intervention to identify and address tenancy risks before they escalate into homelessness or tenancy failure.
• Lead homelessness prevention activity, supporting tenants experiencing financial, personal and housing-related difficulties.
• Successfully reduced rent arrears by 15% through proactive customer engagement, income recovery and tailored payment arrangements.
• Manage complex ASB and domestic abuse cases, taking appropriate action while ensuring safeguarding and legal requirements are met.
• Conduct tenancy audits, property visits and welfare checks to identify risks and ensure tenancy conditions are maintained.
• Work collaboratively with internal departments and external agencies to support vulnerable residents and achieve sustainable outcomes.
• Prepare accurate and detailed case reports for legal teams and senior management.
• Coordinate management transfers and support the administration of service charge processes.
• Maintain accurate case records and ensure decisions and actions comply with relevant legislation, policies and procedures.

SENIOR HOUSING ALLOCATIONS OFFICER - Hammersmith & Fulham Council

(2023-02 - 2024-03)

• Managed a high-volume caseload of 400+ households, providing housing advice and support in relation to housing applications and rehousing.
• Assessed applicants' housing circumstances, needs and eligibility in accordance with relevant legislation, council policies and procedures.
• Managed and progressed housing allocation and management transfer applications, ensuring cases were assessed accurately and progressed appropriately.
• Provided clear advice to applicants on housing options, allocation processes and available rehousing opportunities.
• Worked closely with internal housing and homelessness teams to identify suitable housing solutions for applicants with complex circumstances.
• Reviewed applicant circumstances and supporting information to ensure accurate and appropriate housing decisions.
• Conducted home visits and welfare checks where required to establish applicants' circumstances and housing needs.
• Managed sensitive and challenging cases involving vulnerable applicants, safeguarding concerns and complex housing needs.
• Provided professional explanations of housing decisions, processes and requirements, dealing effectively with customer enquiries and disputes.
• Maintained accurate and comprehensive case records and ensured all decisions were properly documented.
• Worked collaboratively with internal departments and external agencies to achieve positive housing outcomes.
• Improved income collection by 10% within 12 months through proactive customer engagement and effective case management.
• Supported and trained new colleagues in housing and homelessness procedures.

HOMELESSNESS OFFICER - Harrow Council

(2021-01 - 2023-01)

• Managed a caseload of approximately 60 homeless households at any one time, prioritising urgent and complex cases.
• Completed 200+ homelessness assessments in accordance with the Homelessness Reduction Act 2017.
• Assessed housing circumstances, eligibility and homelessness risks and determined appropriate statutory duties.
• Developed personalised Housing Plans designed to prevent or relieve homelessness.
• Provided crisis intervention and practical housing advice to households facing immediate housing insecurity.
• Successfully secured temporary accommodation for 150+ households, helping prevent repeat homelessness.
• Worked closely with social services, domestic abuse teams, mental health services and other partner agencies to support vulnerable households.
• Identified safeguarding concerns and ensured appropriate referrals and multi-agency interventions were made.
• Maintained accurate, comprehensive case records and ensured decisions were legally compliant and properly documented.
• Supported households through complex housing situations while maintaining a professional, empathetic and customer-focused approach.

Bachelor's Degree - Law - University of City of London