Income Recovery and Enforcement Officer

London and Quadrant Housing Trust; Greater London; Hybrid; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Pension plan (6% max)

Annual leave 28–31 days

Health cash plan

Life assurance

Volunteer days

Employee Assistance Programme

Job summary

London and Quadrant Housing Trust is recruiting an Income Recovery & Enforcement Officer to manage arrears cases from court paperwork to eviction where needed.

You will represent L&Q in court when required and balance firm action with compassionate customer service to protect residents and our housing stock.

Qualifications

• Proven experience in housing arrears recovery and enforcement, including legal proceedings through to eviction.
• Confidence in decision-making and managing a fast-paced, high-volume workload.
• Strong customer service skills, with the ability to handle sensitive conversations.
• Knowledge of welfare benefits and tenancy-related arrears processes.
• Excellent organisational, negotiation, and influencing skills, with the ability to work both independently and collaboratively.

Responsibilities

• Manage a caseload across the legal stages of the arrears lifecycle, including preparing and presenting cases in court and progressing to eviction where required.
• Main point contact liaising with our external legal advocates who represent L&Q at court on our behalf.
• Prepare witness statements and documentation to secure successful outcomes at court.
• Take confident decisions on enforcement action, balancing risk and customer impact.
• Meet call and case management targets, handling a high volume of customer contact.
• Provide residents with advice and signposting to maximise income and sustain tenancies where possible.
• Collaborate with Housing, Finance, and Legal teams for a seamless arrears management approach.

Skills

Housing arrears recovery

Court proceedings

Customer service

Negotiation

Decision-making

Job description

Title: Income Recovery and Enforcement Officer (NB the formal title for this post is Recovery & Enforcement Lead)

Contract Type: Permanent, Full Time, 35 hours

Salary: Starting from £34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary) depending on experience.

Grade: 6

Reporting Office: London, Stratford or Manchester, Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 16th November 2026 – 15:00

Interview Dates: Week commencing 23rd November 2026 – In Person at Stratford, London

Benefits include:

• Excellent pension plan (up to 6% double contribution)
• 28 days Annual Leave rising to 31 days with length of service + Bank Holidays
• Westfield Health Cash Plan
• non-contributory life assurance
• up to 21 hours volunteering paid days
• lifestyle benefits
• Employee Assistance Programme and many more…

L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.

Join our Income Recovery Team at L&Q

Are you looking to make a real impact in housing arrears recovery and enforcement?

We are seeking an Income Recovery & Enforcement Officer to join our Income Management Team. In this specialist role, you’ll take ownership of a portfolio of accounts already subject to legal action managing cases from preparing court paperwork through to eviction where necessary.

You’ll be trusted to represent L&Q in court on occasion and make confident, informed decisions that directly shape outcomes for our residents and the organisation.

This is a fast-paced, target-driven role where you’ll balance firm enforcement with compassionate customer service, supporting residents to get back on track while safeguarding L&Q’s ability to invest in homes and communities.

Your impact in the role:

• Manage a caseload across the legal stages of the arrears lifecycle, including preparing and presenting cases in court and progressing to eviction where required.
• Main point contact liaising with our external legal advocates who represent L&Q at court on our behalf.
• Your responsibilities will include preparing witness statements and documentation to secure successful outcomes at court.
• Take confident decisions on enforcement action, balancing risk and customer impact.
• Work proactively to meet call and case management targets, handling a high volume of customer contact.
• Provide residents with advice and signposting to maximise income and sustain tenancies where possible.
• Collaborate with colleagues across Housing, Finance, and Legal, ensuring a seamless approach to arrears management.

What you'll bring:

• Proven experience in housing arrears recovery and enforcement, including legal proceedings through to eviction.
• Confidence in decision-making and managing a fast-paced, high-volume workload.
• Strong customer service skills, with the ability to handle sensitive and challenging conversations.
• Knowledge of welfare benefits and tenancy-related arrears processes.
• Excellent organisational, negotiation, and influencing skills, with the ability to work both independently and collaboratively.

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

• Proven experience in housing arrears recovery and enforcement, including legal proceedings through to eviction.
• Confidence in decision-making and managing a fast-paced, high-volume workload.
• Strong customer service skills, with the ability to handle sensitive and challenging conversations.
• Knowledge of welfare benefits and tenancy-related arrears processes.
• Excellent organisational, negotiation, and influencing skills, with the ability to work both independently and collaboratively.