Housing Income Officer

Housing Income Officer

Location: Home based within the Northwest with occasional travel to our Manchester Office

Salary: £34,550 per annum

Vacancy Type: Permanent, Full Time (35 hours per week)

Closing Date: 18th of September 2026

The Housing Income Officer is responsible for income and debt management services, supporting customers to sustain their tenancies and ensure GLH meets rental income performance expectations.

The role is a key point of contact for customers and stakeholders and will work collaboratively with a range of internal and external stakeholders and key agencies in the delivery of an effective income services to all our tenants.

The Housing Income Officer role is key to the operational delivery and management of financial controls making sure that everything we do is financially viable and sustainable in the management of our rental income.

Manage Business Processes

• To be responsible for the monthly maintenance of rent accounts for new and existing tenants to include the monitoring and chasing of rental income from Tenants and third party providers.
• Ensure all rent accounts allocated are reviewed monthly and arrears are maintained at the lowest level possible.
• Raise rent refunds and write off requests to the Housing Income Team Leader.
• Keep Rental Debtors to balances under 30 days old, ensuring that proper processes are in place for re-invoicing and payment of those debtors.
• Ensure the accuracy of the rent accounts and resolve any issues that may occur.

Strong Communication and Relationship Management

• Responsible for dealing with all tenant and former tenant queries which can include, rent payment, terms of tenancy, recovery of rent arrears and housing benefit queries ensuring that GLH policies and procedures are followed.
• Responsible for maintaining contact with tenant s representatives, Local Authorities, or other non-tenant income providers to ensure any rent arrears debts are cleared.

Performance expectations

• Responsible for the review and proactive debt management to prevent or resolve income issues affecting rental accounts and arrears, liaising with various internal and external stakeholders including; Housing benefit departments, care providers, Tenants and Tenant representatives. Escalating issues to the Housing Income Team Leader where required.
• To manage the application process for all new and existing tenants when applying for Housing Benefit.

• To be the single point of contact for the tenant, their appointee or deputy when submitting the application for Housing Benefit and liaising with Housing Benefit prior to tenancy start to ensure the claim is processed smoothly.
• To respond to all queries and complete all forms in relation to Specialist Support Accommodation and queries surrounding Exempt and Managed categories of long-term accommodation.
• To ensure any shortfalls in rent are set up at tenancy start and monitored throughout the term of the tenancy.

Person specification

Essential

• Experience of debt management within Social Housing.
• Knowledge of Specialist Supported Housing and Housing Benefit Regimes.
• Experience of dealing with Exempt and Managed Housing Benefit claims.
• Understand rent account management processes.
• Build relationships internal and externally with stakeholders that will assist with income collection.
• Good time management skills with the ability to work with competing deadlines and under pressure.
• Good communication skills having the confidence to interact effectively with different people, face to face, over the phone and by email.
• Ability to deal sensitively with all enquiries and tenants queries.
• Ability to work as part of a team and to adapt and respond to change.
• Highly IT literate, with the ability to use a range of Housing Management and Accounting Systems.
• Experience of Income and Debt management credit control.
• Awareness of the Housing Sector and learning disability.
• Have knowledge and experience of dealing with all aspects of the Welfare Benefits System.

To Apply

If you feel you are a suitable candidate and would like to work for Golden Lane Housing, please click apply to be redirected to our website to complete your application.