Rent Recovery Specialist – Empathy & Enforcement

Greatwell Homes; Wellingborough; On-site; GBP 37,000 - 38,000; Full time

Job summary

Greatwell Homes is seeking an experienced Income Recovery Officer in Northamptonshire to maximise rental income while supporting tenants to sustain their tenancies. You will manage a caseload, engage with customers to understand circumstances, offer advice on welfare benefits, and take appropriate enforcement action where necessary.

Responsibilities include early intervention, negotiating repayment plans, and ensuring compliance with Pre-Action Protocols and housing legislation.

Qualifications

• Previous experience of rent recovery within a social housing environment.
• Proven track record of managing rent arrears and achieving income targets.
• Knowledge of Pre-Action Protocols and the legal processes associated with rent recovery.
• Experience of supporting customers to access welfare benefits, Universal Credit and financial inclusion services.
• Ability to apply both a supportive and enforcement-led approach to rent recovery, depending on customer circumstances.
• Excellent negotiation, communication and customer service skills.
• Experience of working with vulnerable customers and managing sensitive conversations.
• Strong organisational skills and the ability to manage a demanding caseload effectively.
• The ability to interpret and apply policies, procedures and relevant housing legislation.

Responsibilities

• Manage rent arrears cases and maximise income collection performance.
• Support customers to sustain their tenancies through early intervention and effective arrears management.
• Negotiate sustainable repayment arrangements and monitor compliance.
• Assess customers' financial circumstances and provide advice regarding welfare benefits, Universal Credit and other sources of support.
• Ensure compliance with Pre-Action Protocol requirements prior to commencing legal action.
• Prepare and present cases for court where appropriate.
• Apply a balanced approach to rent recovery, combining customer support with effective enforcement action.
• Maintain accurate records and ensure all actions are compliant with policy, procedure and legislation.
• Work collaboratively with colleagues and external agencies to achieve positive outcomes for customers and Greatwell Homes.

Skills

Rent recovery experience

Negotiation

Customer service

Communication

Organisational skills

Vulnerable customers experience

Job description

Greatwell Homes is seeking an experienced Income Recovery Officer in Northamptonshire to maximise rental income while supporting tenants to sustain their tenancies. You will manage a caseload, engage with customers to understand circumstances, offer advice on welfare benefits, and take appropriate enforcement action where necessary.

Responsibilities include early intervention, negotiating repayment plans, and ensuring compliance with Pre-Action Protocols and housing legislation.