Job Vacancy

Visiting Caseworker


About the role

Role Summary

At Town and Country we are committed to aiding vulnerable individuals who need support to live well and independently. As Visiting Caseworker you will be undertaking home visits to assist customers to complete their applications for Disabled Facility Grants and loans to adapt and repair their homes, providing a full customer and administrative role.



Hours of Work:




Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex, Surrey and West Sussex. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.


Meet your Manager

“I have been in the team since 2017, and we work across the Medway area to support people to apply for, and access, local government grant funding to provide essential adaptations to their homes. I feel it is so rewarding for the team and I to be a part of this invaluable service knowing that we are having a direct impact to help people to remain living independently in their own homes.”

Sharon Mann - Team Manager

Sharon Mann

What will you be doing?

Role Specific Responsibilities

  • Forming part of Medway HIA Team your role will be to work alongside colleagues providing a full customer and administrative role.
  • Undertaking home visits to assist customers to complete their applications for Disabled facility grants and loans to adapt and repair their homes, to enable them to live safely and independently.
  • Maintain administration of customer files as required by the service and to enable the preparation of reports and statistics.
  • Accurately input customer data onto a database in a timely manner and ensuring compliance with the service specification, commissioner requirements and key performance indicators.
  • To ensure the notes about the customers are factual and free from personal opinions.
  • To deal with all enquiries in a way which promotes the service.
  • To act as the central liaison/keyworker for customers from beginning of the DFG application process to final completion of adaptations.
  • To liaise with external bodies, such as Medway Council and Building Contractors attending joint visits, case reviews and update meetings as required.
  • To assist with processing invoices, and undertake any other financial responsibilities as required by the role.
  • Liaise promptly with colleagues, partner agencies and other stakeholders regarding safeguarding, welfare and risk concerns in accordance with Town & Country Housing policy.
  • Investigate and respond to customer enquiries and complaints in a timely and efficient manner.
  • Participate in team meetings.
  • This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.


  • To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
  • Recognise, respect and promote the different roles and diversity of the individuals within the business.
  • To actively contribute towards key performance indicators and professional standards.
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.
  • Attend and participate in training and other meetings and staff events as required.
  • Be an effective member of your team, presenting a positive impression of your section and the business.

About You

Education & Qualifications

  • Evidence of a good educational standard, including GCSE English and Maths.
  • Comprehensive IT skills to include use of Microsoft Office and ability to maintain electronic records, with attention to detail.
  • You will need to be able to drive and have access to suitable means of transport. Personal vehicles need to be insured for business use.
  • A satisfactory enhanced DBS check is required for this role.

Key Skills & Competencies

  • Excellent verbal and written communication skills essential.
  • Experience in working in a customer service environment (Desirable).
  • Self-reliant and able to work on own initiative with minimal supervision as well as part of a team.
  • Understanding of confidentiality and data protection issues.
  • Up to date knowledge of welfare benefits for the designated customer group (Desirable).


  • Well organised with excellent time management skills, able to arrange and manage workload demands, determine priority tasks, meet tight deadlines, and achieve goals.
  • Self-reliant and able to work on own initiative with minimal supervision as well as part of a team.
  • Ability to work under pressure and prioritise effectively.
  • Ability to work to agreed action plans and objectives to consistently meet targets and deadlines.
  • Ability to communicate effectively with customers, staff, stakeholders in plain, easy to understand English, both in writing and verbally.
  • Flexible and problem-solving abilities essential.
  • Fully understands relationships between work processes, the organisation, and their impact on work; uses this knowledge in own area to improve work processes.
  • Demonstrate commitment to equality and diversity and a genuine desire to help people with disabilities and/or support needs.
  • Ability to react and adapt to changing circumstances and priorities.
  • A willingness to work in a flexible manner as the service requires it.
  • Empathy and understanding of the customer group we work with and support.

Why Choose Us

  • Contributory pension scheme 4% to 10% matched contributions
  • Hybrid working
  • Free onsite car parking
  • Life assurance of 4x annual salary (Terms and Conditions apply)
  • 30 days annual leave in addition to bank holidays
  • Two volunteer days per year
  • Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
  • Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
  • Extensive annual Staff Wellbeing programme
  • Enhanced maternity, paternity, and shared parental leave provision
  • Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
  • Annual flu vaccinations
  • Access to an extensive range of corporate discounts on shopping, travel & days out
  • Social events, including lunchtime walking, rounders, festive Fridays
  • Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:


Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.



Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Thursday, 25 July 2024

Interview Date: