Rent Recovery & Tenant Support Officer

CIH International Housing Group

Mamhilad

On-site

GBP 24,000 - 32,000

Full time

5 days ago

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Job summary

Monmouthshire Housing Association is seeking a dedicated arrears support officer to deliver a customer‑focused rent arrears service. You will manage caseloads, contact tenants, and negotiate sustainable repayment plans to help tenants stay in their homes.

The role involves escalating where needed, identifying vulnerability, and guiding tenants to benefits and debt advice. Collaboration with housing staff and external agencies is essential for successful outcomes.

Qualifications

Experience delivering a supportive and customer focused arrears service.
Ability to communicate clearly with tenants and negotiate repayment plans.
Awareness of welfare benefits, debt advice and vulnerability indicators.

Responsibilities

Manage a caseload of rent accounts to recover arrears.
Contact tenants via phone, visits, letters, and digital channels.
Negotiate realistic and sustainable repayment arrangements.
Build positive relationships with tenants to support tenancy sustainment.
Escalate cases per policy and procedures.
Identify vulnerability and refer to support services.
Assist tenants with benefits and housing payments (UC, DHPP).
Support preparation of legal action when arrears persist, including notices and court appearances.
Collaborate with housing officers, support teams and external agencies.
Work as part of a team to sustain tenancies.