Job Description:

Income Officer

Are you experienced in income recovery and passionate about supporting residents to sustain their tenancies? Do you have the resilience, communication skills, and financial awareness needed to manage rent accounts while delivering a customer-focused housing service?

We are looking for a proactive and empathetic Income Officer to join a busy housing income team. This role is ideal for someone who understands the importance of balancing effective rent collection with resident support and tenancy sustainment.

The Role

As an Income Officer, you will be responsible for maximising rental income, reducing arrears, and managing a portfolio of tenant rent accounts across social housing properties. You will work closely with residents to provide early intervention, financial guidance, and realistic repayment solutions to minimise debt escalation and prevent tenancy failure where possible.

You will play a key role in maintaining strong income performance, ensuring accounts are managed effectively, and supporting residents through welfare and affordability challenges.

Key Responsibilities

• Manage and monitor rent arrears across a designated patch of social housing tenancies.
• Maximise rental income through proactive arrears recovery and early intervention strategies.
• Contact residents by telephone, email, letter, and home visits to discuss outstanding rent accounts and agree repayment arrangements.
• Negotiate sustainable payment plans based on residents’ financial circumstances and affordability assessments.
• Take appropriate recovery action in line with income management procedures, including issuing warnings, notices, and preparing legal documentation where required.
• Support tenants with Housing Benefit, Universal Credit, and welfare-related enquiries to help sustain regular rent payments.
• Identify vulnerable residents and refer individuals to support services, debt advice, or financial inclusion teams where appropriate.
• Monitor rent accounts daily and maintain accurate records of all actions, communications, and payment agreements on housing management systems.
• Work closely with Housing Officers, tenancy teams, and external agencies to resolve complex arrears cases and support tenancy sustainment.
• Contribute towards achieving income collection targets, arrears reduction objectives, and key performance indicators.
• Prepare reports and case summaries relating to arrears performance and legal recovery action.
• Ensure all income management activities are carried out in line with housing legislation, organisational policies, and data protection requirements.

Skills & Experience Required

• Experience within income recovery, rent arrears management, housing income, or tenancy sustainment.
• Strong understanding of social housing income collection and arrears recovery procedures.
• Knowledge of Housing Benefit, Universal Credit, welfare reform, and financial inclusion practices.
• Excellent communication and negotiation skills with the ability to manage difficult conversations professionally and empathetically.
• Ability to manage a high-volume caseload and work effectively towards collection targets and deadlines.
• Strong administrative and organisational skills with accurate record keeping and attention to detail.
• Customer-focused approach with the ability to build positive working relationships with residents and stakeholders.
• Ability to work independently and collaboratively within a fast-paced housing environment.