Emma French
Bromley,Greater London
Summary
Dedicated and highly trained Housing & Homelessness Advisor with years of active frontline advisory experience and an extensive portfolio of nationally recognised professional certifications from Citizens Advice Bureau, Shelter for Professionals, the National Homelessness Advice Service, London Councils, and the Ministry of Housing, Communities & Local Government.
Experienced in conducting housing needs assessments, advising on local authority statutory duties, navigating welfare benefits entitlements, preparing formal housing documentation, and managing complex casework with precision and strict confidentiality. Trusted to handle the most sensitive and high-risk cases independently, consistently demonstrating sound professional judgement under pressure.
Brings a rare combination of specialist knowledge and authentic, lived understanding of complex need — shaped by years of sole-caregiving for dependants with significant mental health and physical health challenges. Known for building immediate trust with clients in crisis, communicating clearly across professional and non-professional audiences, and delivering outcomes that make a tangible difference to people's lives.
Now seeking a paid role where extensive expertise, proven reliability, and genuine commitment to people-centred practice can be fully utilised and further developed.
Overview
31
31
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Bromley Homeless Advice & Advocacy Service
Snr Volunteer
Bromley, Greater London
2021.11 - Current
- Serve as the principal first point of contact for clients presenting in acute housing crisis or at imminent risk of homelessness, conducting rapid needs assessments and delivering accurate, legislation-backed advice under pressure.
- Apply working knowledge of local authority homelessness duties and the Homelessness Reduction Act 2017 to guide clients through statutory processes, ensuring correct applications and maximising chances of successful outcomes.
- Advise clients on welfare benefits entitlements relevant to their housing situation — including Universal Credit housing element and Housing Benefit — ensuring every client leaves with a clear, actionable financial plan.
- Prepare and assist clients with formal housing documentation including homelessness applications and written correspondence with local authorities, maintaining precision and strict confidentiality throughout.
- Establish referral pathways by liaising with local authority housing teams, support services, and specialist agencies to ensure continuity of care and holistic wrap-around support for each client.
- Maintain thorough, GDPR-compliant case records and structured handover notes, contributing to seamless continuity across shifts and caseworkers.
- Manage emotionally complex client interactions with calm professional authority, de-escalating distress and supporting individuals presenting with mental health crises, domestic abuse histories, or substance dependency.
- Trusted by senior staff to handle the most complex and high-risk cases independently, consistently demonstrating sound professional judgement and discretion.
Parent/Carer
Myself
1997.01 - Current
- Provided full-time, specialist care for two children with significant mental health and physical disability needs, independently coordinating complex care arrangements, managing medical appointments, and liaising with healthcare professionals, social workers, and educational specialists on their behalf.
- Acted as a primary advocate within health and social care systems, communicating effectively with multidisciplinary professionals to ensure appropriate support, services, and legal entitlements were secured for dependants who could not self-advocate.
- Developed and maintained detailed knowledge of health conditions, medication management, behavioural support strategies, and crisis intervention techniques — applying this knowledge daily in a high-responsibility, unsupported environment.
- Managed acute mental health crises calmly and effectively, assessing risk, implementing de-escalation strategies, and making sound judgements under significant pressure to ensure the safety and wellbeing of those in my care.
- Sole-managed all household logistics, financial planning, and administrative responsibilities for a family of five across an extended period, demonstrating exceptional organisational capability, resilience, and self-sufficiency.
- Developed deep empathy and the ability to build trust quickly with individuals experiencing emotional distress, behavioural challenges, and complex needs — qualities that translate directly into effective professional practice in any people-facing role.
Playgroup Leader
SmileyTots & Sunbeams
2018.09 - 2020.03
- Co-founded SmileyTots playgroup from inception, managing all aspects of setup including venue coordination, safeguarding compliance, session planning, and resource procurement — demonstrating initiative, leadership, and the ability to build a community service from the ground up.
- Concurrently co-led Sunbeams playgroup, successfully managing dual responsibilities across both groups whilst maintaining consistent quality, safety, and engagement standards throughout.
- Designed and delivered age-appropriate activities and programmes for children under 4, creating a structured, stimulating environment that supported early development and provided meaningful respite for parents and carers.
- Implemented and upheld safeguarding procedures in full compliance with statutory requirements, taking personal responsibility for the welfare and safety of all children and adults attending sessions.
- Built strong, trusting relationships with families from diverse backgrounds, creating an inclusive and welcoming community space that directly addressed a gap in local provision.
- Managed session logistics including refreshments, equipment, attendance records, and group communications, demonstrating strong organisational skills and attention to detail.
Barmaid
The Red Lion / Holmesdale Public House
1998.01 - 1998.05
- Delivered prompt, friendly, and professional customer service in a high-volume, fast-paced hospitality environment, consistently maintaining a positive customer experience during busy trading periods.
- Handled cash transactions accurately and efficiently, operating the till, processing payments, and managing end-of-day reconciliation in line with established procedures.
- Adhered strictly to premises licensing regulations including Challenge 25, responsible service of alcohol, and refusal procedures — demonstrating sound judgement and the ability to enforce rules firmly but professionally.
- Managed opening and closing procedures independently, ensuring the venue was prepared, secured, and compliant with operational standards at the start and end of each shift.
- Resolved customer complaints and difficult situations calmly and professionally, de-escalating tension whilst maintaining the reputation and atmosphere of the establishment.
- Worked effectively as part of a close-knit team during peak hours, demonstrating reliability, composure under pressure, and a strong commitment to pulling my weight in a demanding environment.
Receptionist & Telephone Sales
Zenith Windows
1995.02 - 1997.08
- Served as the first point of contact for all incoming clients and callers, projecting a professional, welcoming image of the company and ensuring every enquiry was handled promptly and accurately.
- Managed a high volume of inbound telephone sales enquiries, confidently presenting products, addressing objections, and guiding prospective customers through the decision-making process from initial interest through to confirmed sale.
- Maintained ownership of the full sales cycle, ensuring seamless handover between departments and that no lead was lost through poor communication or inadequate follow-up.
- Administered accurate records of customer enquiries, appointments, and sales activity, maintaining an organised and efficient front-of-house operation that supported the wider team's productivity.
- Handled difficult or dissatisfied callers with professionalism and composure, resolving queries efficiently and retaining customer confidence in the company.
- Demonstrated strong multitasking ability, managing simultaneous responsibilities across reception duties, telephone sales, and administrative tasks in a busy commercial environment.
Education
A-Levels - Engineering Level 1
Harris City Tech College
London 1993.08 - 1994.07
GCSEs - General Education
Harris City Technology College
London 1992.09 - 1993.06
Skills
- Housing legislation & local authority duties
- Homelessness needs assessment
- Welfare benefits advice
- Casework management & client advocacy
- Crisis intervention & de-escalation
- Safeguarding awareness & professional boundaries
- GDPR-compliant record keeping
- Multi-agency liaison & referral coordination
- Complex needs support
- Risk assessment & professional judgement
- Clear written & verbal communication
- Complaint handling & conflict resolution
- Session planning & programme delivery
- Multitasking under pressure
- Empathy & active listening
- Resilience & emotional intelligence
- Administrative accuracy & attention to detail
- Team collaboration & independent working
Certification
- Advice First Aid (Parts 1 & 2) Issuer: Citizens Advice Date: 2025
- Homelessness and Housing: Local Authority Duties (Parts 1 & 2) Issuer: National Homelessness Advice Service (NHAS) Date: 2022
- Local Authority Homelessness Duties Issuer: National Homelessness Advice Service (NHAS) Date: 2022
- Skills in Establishing Housing and Homelessness Needs Issuer: Shelter for Professionals Date: 2022
- Professional Boundaries Issuer: National Homelessness Advice Service (NHAS) Date: 2022
- Skills to Establish Effective Next Steps Issuer: Shelter for Professionals Date: 2023
- Welfare Benefits Issuer: London Councils Date: 2023
- Casework Skills for Prevention and Advice Services Issuer: Ministry of Housing, Communities & Local Government Date: 2024
- Homelessness and Temporary Accommodation Issuer: Ministry of Housing, Communities & Local Government Date: 2025
- Emergency First Aid at Work Issuer: Kaizen Learning Certificate Number: 21012607 Date: 2026
Affiliations
- Committed to ongoing professional development within housing, welfare, and community support services. I have a keen interest in housing policy, welfare reform, and mental health advocacy, and regularly read around these subjects to ensure my knowledge remains current and relevant. Outside of work I enjoy spending time with my family and find personal fulfilment in supporting others within my community.
References
References available upon request.
Timeline
Bromley Homeless Advice & Advocacy Service
Snr Volunteer
2021.11 - Current
Playgroup Leader
SmileyTots & Sunbeams
2018.09 - 2020.03
Barmaid
The Red Lion / Holmesdale Public House
1998.01 - 1998.05
Parent/Carer
Myself
1997.01 - Current
Receptionist & Telephone Sales
Zenith Windows
1995.02 - 1997.08
A-Levels - Engineering Level 1
Harris City Tech College
1993.08 - 1994.07
GCSEs - General Education
Harris City Technology College
1992.09 - 1993.06