Income Officer

Monmouthshire Housing Association; Mamhilad; On-site; GBP 24,000 - 29,000; Full time

Job summary

Monmouthshire Housing Association is seeking an income collection officer to provide a supportive, customer-focused service to tenants in rent arrears. You will manage a caseload, communicate via phone, visits, letters and digital channels, and advocate for sustainable repayment plans.

This role involves escalating cases per policy, referring vulnerable tenants to welfare benefits and debt advice, supporting access to Universal Credit, and progressing legal action when necessary, while

Responsibilities

• 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

Job description

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