Income Officer

Hollybank Trustees Ltd; Watford; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Employer pension up to 11%

Job summary

Chime Housing is seeking an Income Officer to manage a patch of properties, focusing on arrears recovery and sustaining tenancies. You will work directly with residents to resolve debts and provide budgeting and welfare guidance.

The role blends customer contact, problem-solving, and partnership work, with opportunities to liaise with Housing Benefit and the DWP, set up direct debits, and support safeguarding and other services.

Qualifications

• Proven debt management experience.
• Experience supporting people in challenging situations.
• Experience presenting in court and understanding rent arrears processes and housing legislation.

Responsibilities

• Manage rent arrears and tenancy debts in line with policy and procedures.
• Reduce debt through early intervention and effective case management.
• Work with Lettings to prevent arrears for new tenants.
• Support tenancy sustainment by identifying vulnerabilities and referring to safeguarding and services.
• Take action to prevent arrears escalation, including affordable repayment agreements and legal paperwork.

Skills

Debt management

Customer service

Negotiation

Problem solving

Time management

Court presentation

Education

Good general education

Tools

Microsoft Office

Housing management system

Job description

Location: On site / Watford, UK
job type: Permanent / Full-time
Sector and subsector: Housing | Housing Association
Annual Salary range:from £ 35,000.00 to £ 40,000.00

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, problem‑solving, 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.

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 tenancy‑related 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?

• Experience: Proven debt management experience; experience supporting people in challenging or stressful situations; experience presenting in court and understanding legal processes for rent arrears.
• Knowledge: Understanding of relevant housing legislation; familiarity with Microsoft Office; ability to use Housing Management and Arrears Management systems.
• Skills & Abilities: Excellent customer service, communication, negotiation and problem‑solving skills; strong organisational and time‑management abilities; accurate data input; ability to work independently and collaboratively; ability to manage confrontation; valid driving licence and access to a vehicle.
• Qualifications: Good general education or relevant experience.
• Commitment to CIH professionalism standards and championing the role of housing professionals.
• Employer pension contribution of up to 11%

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.