Income Maximisation & Tenancy Support 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

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.