Income Maximisation Officer

London Borough of Hillingdon; Greater London; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Flexible working hours

Generous annual leave entitlement

Local Government Pension Scheme

Perkbox benefits

Mental health support and counselling

Job summary

London Borough of Hillingdon is seeking an Income Maximisation Officer to manage rent accounts and maximise rental income across the Council's housing stock. You will work with residents to provide advice, support and practical solutions to sustain tenancies and prevent arrears, while promoting a culture of timely payments.

You will collaborate with Welfare Benefits Officers and external partners, support vulnerable tenants, and ensure compliant recovery actions.

Qualifications

• Experience of managing rent arrears, income recovery or tenancy-related casework.
• Knowledge of housing management, welfare benefits and income collection practices.
• Understanding of Universal Credit and its impact on social housing tenants.
• Experience supporting vulnerable residents and working with partner agencies.
• Strong negotiation and communication skills.
• Ability to manage a varied caseload and prioritise competing demands.
• Good analytical skills and the ability to assess risk and identify interventions.
• Experience maintaining accurate case records and performance information.
• Proactive approach to problem-solving and service improvement.
• Commitment to delivering excellent customer service.

Responsibilities

• Manage a caseload of rent accounts, identifying and responding to arrears early.
• Promote a strong payment culture and support residents to meet tenancy responsibilities.
• Negotiate and monitor realistic repayment plans tailored to individual circumstances.
• Support residents to maximise household income through benefit advice and referrals.
• Work with Welfare Benefits Officers, the DWP and partners to support benefit claims.
• Monitor tenants transitioning to Universal Credit and minimise arrears risk.
• Identify vulnerable households and coordinate tenancy sustainment support.
• Intervene to prevent tenancy failure and homelessness.
• Progress rent recovery cases through all stages of collection with compliance.
• Attend case conferences and multi‑agency discussions as required.
• Maintain accurate records using housing management systems.
• Collaborate with Housing Management and external agencies for outcomes.

Skills

Negotiation

Communication skills

Analytical skills

Caseload management

Problem solving

Tools

Housing management systems

Job description

Help Residents Sustain Their Tenancies and Maximise Income Collection

Are you an experienced housing professional with a passion for helping residents maintain their homes while delivering excellent income collection performance? Do you have the skills to build positive relationships, identify solutions and support residents through financial challenges?

Hillingdon Council is seeking an Income Maximisation Officer to join our Homes and Neighbourhoods Service. This is a rewarding role where you will play a key part in supporting residents, preventing tenancy failure and maximising rental income that helps fund essential housing services.

Managing your own caseload, you will take a proactive and preventative approach to rent collection, working with tenants at the earliest opportunity to provide advice, support and practical solutions that promote successful and sustainable tenancies.

As an Income Maximisation Officer, you will be responsible for managing rent accounts and supporting the collection of rental income across the Council's housing stock.

Working closely with residents, internal teams and external partners, you will help prevent arrears from escalating, support vulnerable tenants and ensure appropriate recovery action is taken when required.

You will:

• Manage a caseload of rent accounts, identifying and responding to arrears at the earliest opportunity.
• Promote a strong payment culture and support residents to meet their tenancy responsibilities.
• Negotiate and monitor realistic repayment plans tailored to individual circumstances.
• Support residents to maximise household income through benefit advice and referrals.
• Work closely with Welfare Benefits Officers, the Department for Work and Pensions and other partners to support successful benefit claims.
• Monitor tenants transitioning to Universal Credit and help minimise the risk of rent arrears.
• Identify vulnerable households and coordinate support through tenancy sustainment and specialist support services.
• Undertake proactive interventions to prevent tenancy failure and homelessness.
• Progress rent recovery cases through all stages of the collection process, ensuring compliance with legislation, policies and procedures.
• Attend case conferences, review meetings and multi‑agency discussions where required.
• Maintain accurate records, case notes and performance information using housing management systems.
• Work collaboratively with Housing Management, Adult Social Care, Children's Services and external agencies to achieve positive outcomes for residents.

About You

We're looking for a customer-focused and resilient individual with experience of housing income management, rent recovery or a related housing environment.

You will have:

• Experience of managing rent arrears, income recovery or tenancy-related casework.
• Knowledge of housing management, welfare benefits and income collection practices.
• An understanding of Universal Credit and its impact on social housing tenants.
• Experience supporting vulnerable residents and working with partner agencies.
• Strong negotiation and communication skills.
• The ability to manage a varied caseload and prioritise competing demands.
• Good analytical skills and the ability to assess risk and identify appropriate interventions.
• Experience maintaining accurate case records and performance information.
• A proactive approach to problem‑solving and service improvement.
• A commitment to delivering excellent customer service and putting residents first.

Experience within a social housing or local authority environment would be particularly advantageous.

Why Join Hillingdon?

At Hillingdon, we believe successful income management is about much more than rent collection. It's about helping residents sustain their tenancies, access the support they need and maintain stable homes.

You’ll join a service committed to early intervention, prevention and customer-focused solutions, working alongside dedicated colleagues who are passionate about making a positive difference.

In return, we offer:

• A rewarding role with a direct impact on residents and communities.
• Opportunities for professional development and career progression.
• A supportive and collaborative working environment.
• Flexible working arrangements where service needs allow.
• Generous annual leave entitlement.
• Membership of the Local Government Pension Scheme.
• Access to a range of employee wellbeing and benefits programmes.

Comprehensive overview of the fantastic benefits we provide

• Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week – Enjoy a standard 36‑hour workweek for all full time staff.
• Generous Holiday Entitlement – increasing with length of service (for non‑casual roles).
• Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
• Cycle to Work – Eco‑friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
• Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
• Perkbox Benefits – Access a variety of offers and discounts through our Perkbox Benefits.
• Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24‑hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
• Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
• Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.

Equity, Diversity and Inclusion Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.

The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.

Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Recruitment Information

Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.

Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre‑employment screening:

• Basic DBS Check
• 2 years of Referencing

Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.