Income Officer

Chime Housing; Watford; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

28 days' annual leave

Employer pension contribution up to 11

Development opportunities

Comprehensive employee rewards scheme

Job summary

Chime Housing is seeking an Income Officer to manage rent arrears and support tenants in sustaining their tenancies. You will handle a defined patch, coordinate with housing services and prepare for court processes where necessary.

You will provide budgeting advice, liaise with Housing Benefit and the DWP, and set up direct debits while maintaining detailed records. A proactive, empathetic approach is essential.

Qualifications

• Experience managing rent arrears and debt per policy.
• Court experience and knowledge of rent arrears processes.
• Familiar with housing legislation and MS Office.
• Experience using Housing Management and Arrears systems.
• Excellent communication and negotiation skills.
• Strong organisational and time-management abilities.
• Valid driving licence and access to a vehicle.
• Ability to work independently and with others.

Responsibilities

• Manage rent arrears and tenancy-related debts.
• Reduce debt through early intervention and case management.
• Prevent arrears for new customers with Lettings.
• Support tenancy sustainment by identifying vulnerabilities and referring to services.
• Take action to prevent arrears escalation, including notices and court paperwork.
• Monitor payment defaults after legal action.
• Maintain accurate records and regular tenant contact.
• Advise on budgeting, income and welfare benefits.
• Liaise with Housing Benefit and DWP to resolve claims.
• Set up and amend direct debits.
• Carry out home visits.
• Reconcile payments with Finance Team.
• Achieve income recovery targets.
• Undertake other duties.

Skills

Debt management

Court appearances

Housing legislation

Office software

Customer service

Data input

Teamwork

Driving licence

Education

CIH recognised qualification

General education

Tools

Housing Management system

Arrears management system

Microsoft Office

Job description

Income Officer

Chime Housing

Salary: £35,000 - £40,000 - 37 hours per week

The Vacancy

As an Income Officer, you'll play a key role in helping residents sustain their tenancies while ensuring the organisation can continue delivering great services. You'll manage a patch of properties, working directly with customers to resolve arrears, prevent debt from escalating, and provide support that makes a real difference to people's lives. This is a varied role that combines customer contact, problemsolving, partnership working and legal processes - ideal for someone who enjoys a mix of independence and teamwork.

Introduction to the role

At Chime Housing, we provide vital services that help people to live better lives. We're looking for an Income Officer to join our Housing team and play a key role in supporting residents to sustain their tenancies, while helping us maximise the income we need to deliver great services.

Role purpose

To provide a proactive income and arrears management service for a defined patch, ensuring customers receive the support they need to maintain successful tenancies.

What's the role?

Key Accountabilities:

• Manage rent arrears and tenancyrelated debts in line with policy, procedures and best practice.
• Reduce debt owed in rent and service charges through early intervention and effective case management.
• Work closely with Lettings colleagues to prevent arrears for new customers.
• Support tenancy sustainment by identifying vulnerabilities and referring to safeguarding, social services, mental health teams and other agencies where appropriate.
• Take appropriate action to prevent arrears escalation, including making affordable repayment agreements, serving notices, preparing legal paperwork and presenting cases in court.
• Monitor payment defaults following legal action and take further steps where required.
• Maintain accurate records and ensure regular contact with tenants.
• Provide advice on budgeting, income and expenditure, and welfare benefits, referring complex cases to specialist agencies.
• Liaise with Housing Benefit and the DWP (Universal Credit) to resolve claims and adjustments.
• Set up and amend direct debits in response to customer or Housing Benefit changes.
• Carry out home visits and office appointments to discuss arrears.
• Reconcile payments and adjustments with the Finance Team.
• Achieve agreed income recovery targets for rent collection and arrears reduction.
• Undertake any other duties appropriate to the role.

What are we looking for?

Essential:

• Proven debt management experience; experience supporting people in challenging or stressful situations
• Experience presenting in court and understanding legal processes for rent arrears
• Understanding of relevant housing legislation; familiarity with Microsoft Office
• Ability to use Housing Management and Arrears Management systems.
• Excellent customer service, communication, negotiation and problemsolving skills
• Strong organisational and timemanagement abilities
• Able to accurately data input
• Ability to work independently and collaboratively
• Ability to manage confrontation
• Valid driving licence and access to a vehicle
• Good general education or relevant experience.

Desirable:

• CIHrecognised qualification.
• Commitment to CIH professionalism standards and championing the role of housing professionals.

View full Job Description HERE

Who you'll work with

• Responsible to: Area Housing Manager
• Department: Housing

What can we offer you?

• 28 days' annual leave (pro rata)
• Employer pension contribution of up to 11%
• Development opportunities
• Comprehensive employee rewards scheme

How we work

We embrace agile working - blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

Closing date

3rd November 2026

Interviews

to be confirmed

(Please note we reserve the right to close the vacancy early if we receive a large response.)