Housing Income Recovery Officer in Reading

We’re looking for a motivated and customer-focused Housing Income Recovery Officer to join our Tenant Services team. This is a rewarding and fast-paced role where you’ll play a vital part in preventing homelessness, supporting tenants to sustain their tenancies and maximising rental income. You’ll work closely with residents to provide practical advice, agree affordable repayment plans and take appropriate action where arrears persist. This role offers a great balance of customer support and enforcement, making a real difference to people’s lives while protecting the council’s income.

About the role

• Proactively contact tenants in arrears, offering advice, guidance and support to help them manage their rent and avoid eviction.
• Negotiate realistic repayment agreements and monitor accounts to ensure arrangements are maintained.
• Take enforcement action where necessary, including progressing cases in line with legal and pre-court protocols.
• Provide advice on Housing Benefit, Universal Credit and wider welfare reforms, helping maximise tenant income.
• Carry out tenancy sign-ups, explaining rights and responsibilities and setting up sustainable payment arrangements.
• Visit tenants in their homes where required to resolve rent issues and provide tailored support.
• Work closely with internal teams and external agencies (e.g. DWP, Citizens Advice, social care) to support tenants and resolve complex cases.
• Maintain accurate records, update systems and ensure all customer interactions meet service standards.
• Support tenants with digital inclusion, including managing Universal Credit claims and online accounts.
• Identify vulnerable residents and ensure they are signposted to appropriate support services.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success.

Our values and behaviours guide how we will achieve this:

• Work Together as one team - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do.
• Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency.
• Take responsibility for our own learning and development and for reaching our potential.
• Be Ambitious - be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way.
• Make a Difference to Reading - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed.

Our offer

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition are strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment. A competitive salary alongside a range of benefits including:

• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years’ service and 33 days after 10 years' service, with the option to buy additional leave.
• Hybrid working is available after the probationary period has been completed, depending on the needs of the service.
• Modern working environment at the Civic Offices in the heart of Reading.
• Local Government Pension Scheme (LGPS).
• Life Assurance - three times your annual salary (for members of the LGPS).
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted.
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work.
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax.

A Valid Full British Driving License is required for this role.