Income Officer

CIH International Housing Group; Mamhilad; On-site; GBP 24,000 - 32,000; Full time

Job summary

Monmouthshire Housing Association is seeking a dedicated arrears support officer to deliver a customer‑focused rent arrears service. You will manage caseloads, contact tenants, and negotiate sustainable repayment plans to help tenants stay in their homes.

The role involves escalating where needed, identifying vulnerability, and guiding tenants to benefits and debt advice. Collaboration with housing staff and external agencies is essential for successful outcomes.

Qualifications

• Experience delivering a supportive and customer focused arrears service.
• Ability to communicate clearly with tenants and negotiate repayment plans.
• Awareness of welfare benefits, debt advice and vulnerability indicators.

Responsibilities

• Manage a caseload of rent accounts to recover arrears.
• Contact tenants via phone, visits, letters, and digital channels.
• Negotiate realistic and sustainable repayment arrangements.
• Build positive relationships with tenants to support tenancy sustainment.
• Escalate cases per policy and procedures.
• Identify vulnerability and refer to support services.
• Assist tenants with benefits and housing payments (UC, DHPP).
• Support preparation of legal action when arrears persist, including notices and court appearances.
• Collaborate with housing officers, support teams and external agencies.
• Work as part of a team to sustain tenancies.

Skills

Arrears Recovery

Negotiation

Tenant Engagement

Legal Process Awareness

Job description

The Vacancy

This is an opportunity to provide a supportive and customer focused income collection service. Working in a high performing team to ensure tenants are supported in paying their rent.

• Manage a caseload of rent accounts, ensuring timely and consistent arrears recovery.
• Contact tenants through a range of methods (phone, visits, letters, digital channels) to discuss and resolve arrears.
• Negotiate realistic and sustainable repayment arrangements.
• Work pro-actively and build positive relationships with tenants.
• Escalate cases appropriately in line with policy.
• Identify vulnerability and refer tenants to relevant support services (e.g., welfare benefits, debt advice).
• Support tenants in accessing benefits, including Universal Credit and Discretionary Housing Payments.
• Prepare and progress legal action where arrears are not resolved, including Notices Seeking Possession and attend court hearings and represent the organisation where required.
• Work collaboratively with housing officers, support teams and external agencies.
• Work as part of a positive team to support tenants to sustain tenancies.

The Company

Monmouthshire Housing Association (MHA) is a Welsh registered social landlord, located in the beautiful county of Monmouthshire. We have nearly 250 staff and manage and maintain around 3910 homes and 210 leasehold properties, as well as large numbers of garages and other land around and within our estates.

What we do

We build quality affordable homes and provide a wide range of services to our tenants, which include repairs & maintenance, tenancy management, money & benefits advice, and housing support. Our vision is to create thriving communities where tenants can prosper and have a brilliant quality of life, so our customers are absolutely at the centre of everything we do. In the last year we have created modern, 'innovative' homes using advanced building techniques with a Standard Assessment Procedure.

MHA is a great place to work where we really focus on getting great people into great jobs and providing them with the support and direction to achieve our ambitions.

Click here to head to our recruitment pages.