Rent Recovery & Tenancy Support Officer

Morgan Hunt UK Ltd; Uxbridge; On-site; GBP 32,000 - 44,000; Full time

Job summary

Morgan Hunt UK Ltd is recruiting an Income Maximisation Officer on behalf of a local authority housing service. The role focuses on maximising rental income, reducing arrears and supporting tenancy sustainment through proactive engagement and robust case management.

The post holder will liaise with residents, council departments and external agencies to identify causes of arrears, set up sustainable repayment plans and provide guidance on benefits and financial support.

Qualifications

• Previous experience working within a Housing Income, Rent Recovery, Rent Arrears or Income Maximisation team.
• Proven track record of reducing rent arrears.
• Experience negotiating repayment arrangements and working with tenants experiencing financial difficulties.
• Experience managing a significant caseload independently and prioritising competing demands.
• Knowledge of Housing Benefit and Universal Credit.
• Understanding welfare reform and the impact of financial hardship on tenants.
• Experience preparing cases for legal or formal recovery action.
• Experience using housing management and rent accounting systems.
• Knowledge of housing legislation and income recovery procedures.

Responsibilities

• Manage a caseload of rent arrears cases, taking proactive action to prevent arrears from escalating.
• Maximise rental income through effective income collection, monitoring and case management.
• Undertake early intervention with tenants who fall into arrears and identify appropriate support and solutions.
• Contact tenants by telephone, email, letter and through face-to-face engagement to discuss rent accounts and arrears.
• Negotiate realistic and sustainable repayment arrangements with tenants.
• Monitor repayment agreements and take appropriate action where arrangements are not maintained.
• Identify residents experiencing financial hardship and make appropriate referrals to internal and external support services.
• Work collaboratively with Housing Management, Housing Benefits, Universal Credit, Welfare Reform and other relevant teams to resolve rent account issues.
• Undertake home visits where appropriate to engage with residents and support tenancy sustainment.
• Provide clear advice and guidance to tenants regarding rent payments, arrears, benefits and available financial support.
• Take appropriate recovery action in line with legislation, council policies and procedures.
• Prepare cases for further recovery or legal action where appropriate, ensuring all relevant information and evidence is accurately recorded.
• Maintain accurate and up-to-date records of all customer contact, actions and outcomes.
• Monitor individual caseloads and ensure cases are progressed within agreed timescales.
• Contribute to achieving income collection, arrears reduction and tenancy sustainment targets.
• Work with external agencies and partner organisations to support residents and improve collection outcomes.
• Attend meetings, community locations and other venues as required to engage directly with residents.
• Ensure all activity is undertaken in accordance with relevant legislation, policies, procedures and data protection requirements.

Skills

Communication skills

Organisation

Case management

Customer-focused

Negotiation

Resilience

Tools

Housing management systems

Rent accounting software

MS Office

Job description

Morgan Hunt UK Ltd is recruiting an Income Maximisation Officer on behalf of a local authority housing service. The role focuses on maximising rental income, reducing arrears and supporting tenancy sustainment through proactive engagement and robust case management.

The post holder will liaise with residents, council departments and external agencies to identify causes of arrears, set up sustainable repayment plans and provide guidance on benefits and financial support.