Job Description:

Title: Senior Housing Income Officer NB. The official title for this role is Senior Customer Account Lead.

Contract Type: Permanent, Full Time, 35 hours

Salary: Starting from £37,451 per annum (London weighted salary) or £33,688 per annum (Regional salary)

Grade: 7

Reporting Office: London, Stratford or Manchester, Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 27th July 2026 – 23:00

Interview Dates: Week commencing 10th August 2026 via Ms Teams

Start Date: 28th September 2026

Please click here for the role profile - Senior Housing Income Officer.pdf
 

Benefits include:  Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

L&Q reserve the right not progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.

Join our Income Management Team at L&Q:

Our Income Team play a vital part in reducing arrears, sustaining tenancies and maximising income. As a Senior Housing Income Officer you will bring your experience in income collection and arrears management to a role where no two days are the same.

You’ll manage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast-paced, high-volume role where your decisions directly impact residents and help reduce arrears.

If this sounds like you, we would love for you to apply!

Your impact in the role:

• Manage accounts from the start of tenancy through to enforcement action, including preparing and referring cases for court.
•  Work proactively with residents to agree tailored payment plans, provide support referrals, and help sustain tenancies.
• Handle a high volume of inbound and outbound calls in a fast-paced contact centre, alongside written communication.
• Make confident, informed decisions to progress cases in line with L&Q’s Income Collection policies and pre-court protocols.
• Demonstrate resilience and empathy, balancing supportive engagement with firm action to reduce arrears.

What you'll bring:

• Experience of debt recovery and managing cases through the full arrears lifecycle, including legal protocols.
• Strong analytical and decision-making skills, with the ability to calculate payments accurately and act decisively.
• Excellent communication and negotiation skills, with proven experience of handling sensitive customer situations.
• Outstanding organisation and time management skills to meet KPIs and multiple deadlines.
• A collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions.

If you require any reasonable adjustments at any stage during this process, including application stage, please visit our careers page to reach us.

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of. 

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q – click here to read more.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us!