Rent Recovery & Tenancy Support Officer

Chime Housing; Watford; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave

Pension (11%)

Job summary

Chime Housing is seeking an Income Officer to support residents in sustaining tenancies and maximise income for services.

You will manage a patch of properties, contact customers, arrange affordable repayments, and liaise with housing benefit and welfare agencies. The role blends independent work with teamwork in a flexible, agile environment.

Experience in debt management, court appearances, and knowledge of housing legislation is required. A driving licence and access to a vehicle are essential.

Qualifications

• Proven debt management experience.
• Experience presenting in court and understanding legal processes for rent arrears.
• Knowledge of housing legislation and tenancy law.
• Proficient in using Housing Management and Arrears systems.

Responsibilities

• Manage rent arrears and tenancy-related debts.
• Reduce debt through early intervention and case management.
• Work with Lettings to prevent arrears for new customers.
• Provide budgeting and welfare benefits advice to tenants.
• Prepare legal paperwork and present cases in court when required.
• Maintain accurate records and regular tenant contact.
• Set up direct debits and respond to benefits changes.

Skills

Debt management

Court appearances

Customer service

Negotiation

Problem-solving

Time management

Data input

Driving licence

Education

General education or relevant experience

Tools

Housing Management system

Arrears Management system

Microsoft Office

Job description

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.

What can we offer you?

• 28 days’ annual leave (pro rata)
• 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.

How to apply

If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.

Interviews: 21st September 2026

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