Income Officer

Job Title: Housing Officer
Location: London Borough (Hybrid - 2-3 days on site)
Contract: Temporary / Ongoing
Salary: 21.23 PAYE / 27.70 Umbrella

Role Overview

The Housing Officer will be responsible for delivering a comprehensive tenancy and estate management service to council tenants, leaseholders, and applicants. The role focuses on sustaining tenancies, managing rent arrears, resolving anti-social behaviour, ensuring safe estates, and providing high-quality customer service. You will manage a dedicated patch, work closely with internal and external partners, and ensure that all housing-related policies, procedures, and legislation are followed.

Key Responsibilities

Tenancy & Estate Management

• Manage a designated patch of properties, ensuring all tenancies are compliant and well-maintained.

• Conduct tenancy sign-ups, audits, successions, assignments, and mutual exchanges.

• Carry out regular estate inspections, identify repairs, monitor cleaning/caretaking standards, and follow up with contractors.

• Respond to complaints, tenancy breaches, and neighbour disputes.

Income Recovery & Rent Arrears

• Monitor rent accounts and take early intervention to prevent arrears escalation.

• Negotiate realistic payment arrangements and provide support around welfare benefits.

• Prepare cases for legal action, attend court where required, and follow rent recovery procedures in line with policy.

Anti-Social Behaviour (ASB) Management

• Investigate ASB reports, gather evidence, interview residents, and implement appropriate interventions.

• Work collaboratively with police, support agencies, and community partners to manage cases.

Customer Support & Advocacy

• Provide clear housing advice and guidance to tenants, including welfare, safeguarding, and tenancy sustainment support.

• Engage with vulnerable residents with empathy, ensuring access to relevant support services.

Records & Compliance

• Maintain accurate, timely case notes on housing management systems.

• Ensure all actions are compliant with housing legislation, safeguarding, GDPR, and organisational policies.

• Produce reports, statements, and documentation as required.

Person Specification / Skills & Experience

• Experience in social housing, tenancy management, or a similar frontline role.

• Strong understanding of rent arrears management and income recovery processes.

• Knowledge of key housing legislation (Housing Acts, ASB Act, Equality Act, GDPR, safeguarding).

• Confident handling difficult conversations and managing conflict.

• Excellent communication skills, both written and verbal.

• Ability to work independently, manage a busy caseload, and use good judgment.

• Strong IT skills and experience updating case management systems.

• Ability to build positive relationships with tenants, colleagues, and external partners.

• A valid UK driving licence is desirable (depending on local authority requirements).