A day in the life: Lauren Brooker, Housing Officer at Portus Supported Housing

Meet Housing Officer Lauren Brooker and read what a typical day looks like for her.

I’m a Housing Officer at Portus Supported Housing, covering Bournemouth, Christchurch, Weymouth and the wider Dorset area. I currently look after 28 supported housing schemes, supporting around 120 customers across the region.

No two days are the same, and that’s one of the things I enjoy most about the role.

Planning ahead

I’m an extremely organised person, so most of my diary is planned a month in advance.

I group visits by location to make the best use of my time. For example, if I’m travelling to Weymouth, I’ll arrange to visit several schemes on the same day. Before I leave home, I’ll check my emails and make sure there’s nothing urgent that needs dealing with first.

Every scheme knows when I’m coming because I send calendar invitations in advance, so staff and customers can expect my visit.

Out on the road

I spend around three days each week visiting schemes and two days working from home on administration and follow-up tasks.

When I arrive at a scheme, I meet with the scheme manager or a member of staff and complete our monthly visit checks. These cover everything from housekeeping and property standards through to compliance matters such as Personal Emergency Evacuation Plans (PEEPs).

We then spend time focusing on customers. This means checking accommodation, talking through any issues and, if customers are around, having a chat to see how they are getting on. Some people are out at work or attending day services, but whenever possible I like to spend time talking to them.

That’s the best part of the job.

Building relationships

One of the things I love most about being a Housing Officer is the relationships you build.

When I found out I would be continuing to cover Bournemouth following the merger (BeST and Westmoreland Supported Housing), I was over the moon. Over the last couple of years, I’ve built some fantastic relationships with customers there.

They’re some of the most interesting and inspiring people you could meet. They always have a story to tell, something they’ve achieved or something they’re excited to show you. Having a familiar face who visits regularly makes a real difference.

Every four weeks I’ll see my customers again and I genuinely look forward to those conversations.

Adapting to every individual

Our customers have a wide range of support needs. Some people have learning disabilities, autism or Asperger’s. Others may have physical disabilities, mental health needs or be rebuilding their lives following other challenges.

No two conversations are ever the same. Part of the role is understanding how best to communicate with each person. Some customers need more time, some need a different approach and some simply need somebody who will listen.

Being adaptable, approachable and open-minded is incredibly important in this job.

Seeing people thrive

One of the most rewarding parts of my role is seeing people grow in confidence and independence.

I’ve worked closely with one young customer over the last year who was struggling with self-neglect and maintaining a safe living environment. Through regular visits, support and encouragement, she has transformed her living space, built positive routines and recently started a part-time job.

Seeing somebody achieve things they never thought possible is incredibly rewarding.  Those moments remind you why this work matters.

How I got here

I’ve always worked in housing in one form or another. I started in lettings with a high street estate agent before spending seven years working for my local authority, dealing with housing benefit claims and other housing-related matters.

I joined BeST in July 2024 and, although I’d never worked in supported housing before, I quickly realised how rewarding it could be. Since then, I’ve completed my Chartered Institute of Housing Level 3 qualification and I’m already keen to progress further.

Why I do it

People often ask what I enjoy most about my job. For me, it comes back to the customers.

Being part of somebody’s journey towards living more independently is a privilege. Seeing their progress, celebrating their achievements and building those relationships is what puts a smile on my face at the end of the day.

It’s a role that challenges you, but it’s also one that gives so much back. And that’s why I love it.