income officer in London

The Income Officer is responsible for maximising income collection and reducing rent arrears across the Council's managed accommodation portfolio. The role combines preventative income recovery, financial assessment, and enforcement action, while ensuring tenants receive appropriate advice, support, and signposting to sustain their tenancy wherever possible. Where preventative measures fail, the postholder will take appropriate recovery action, including the use of legal processes up to and including eviction, in line with legislation, Council policy, and best practice.

Key Responsibilities

• Income Collection & Arrears Management
  • Maximise income collection and reduce rent arrears in line with agreed Key Performance Indicators (KPIs).
  • Agree and monitor realistic and sustainable payment plans with households.
  • Decide when cases should be escalated to court and whether money judgments should be sought.
  • Serve notices where appropriate and review and monitor ongoing cases.
  • Attend evictions where required and ensure vacant possession is obtained lawfully.
• Financial Assessment & Tenant Support
  • Carry out financial assessments for applicants and tenants, reviewing income and expenditure.
  • Provide budgeting advice and guidance on prioritising debts.
  • Identify households with serious or multiple debts and make timely referrals to money and debt advice services.
  • Support vulnerable and challenging households using a supportive, empathetic, and empowering approach.
  • Decide when a statutory duty should end and follow procedures to bring that duty to an end, advising on statutory review rights where applicable.
• Legal & Enforcement Activity
  • Identify cases requiring involvement of the Council's Legal Team and/or Counsel.
  • Prepare documentation and liaise with Legal Services to support court proceedings.
  • Represent the Council as a witness at court where required.
  • Ensure all recovery and enforcement action is timely, proportionate, and compliant with legislation and policy.
• Systems, Administration & Monitoring
  • Maintain accurate household rent accounts using the relevant income management systems.
  • Run and issue rent statements, arrears letters, and standard correspondence.
  • Set up new rent accounts and update household applications on relevant systems.
  • Monitor sundry accounts and agree repayment plans with applicants.
  • Liaise with the Department for Work and Pensions (DWP) and Housing Benefit teams regarding claims and enquiries.
  • Support the completion of Direct Debit payment plans, updating financial systems and liaising with Income Management teams.
• Customer Engagement & Service Delivery
  • Meet with households, respond to enquiries, and conduct interviews with tenants.
  • Communicate complex financial and legal information clearly, both verbally and in writing.
  • Manage difficult and sensitive conversations professionally, including where accommodation may be cancelled or enforcement action taken.
  • Provide a consistently high standard of customer care.
• Professional Practice & Service Improvement
  • Develop and maintain processes and procedures that meet high professional standards and support efficient income recovery.
  • Identify gaps in procedures or systems and make recommendations for improvement to reduce revenue loss.
  • Build and maintain effective working relationships with internal teams and external agencies, including Housing Benefit and DWP.
  • Represent the Council at meetings, conferences, and working groups as required.

Person Specification

• Knowledge & Experience
  • Knowledge of Housing Act 1996 (Parts VI and VII).
  • Working knowledge of welfare benefits, with the ability to keep up to date with legislative changes and case law.
  • Experience of income collection, arrears recovery, or housing-related financial assessment.
  • Experience of working with vulnerable customers and managing complex or challenging cases.
• Skills & Competencies
  • Strong negotiation and influencing skills, including agreeing repayment plans.
  • Ability to manage difficult conversations with empathy, diplomacy, and discretion.
  • Excellent verbal and written communication skills.
  • Ability to work independently, using initiative and judgement to resolve day-to-day issues.
  • Strong organisational skills and ability to prioritise workload effectively.
  • High standard of record keeping and attention to detail.
• Behaviours & Values
  • Commitment to high levels of customer care and professionalism.
  • Understanding of safeguarding responsibilities, including identifying risks to vulnerable adults and children.
  • Commitment to equality, diversity, and inclusion.
  • Adherence to the Council's core values, policies, and procedures.
  • Flexible approach to working, including working outside normal hours when required.

Health, Safety & Compliance

• Ensure all health and safety standards are adhered to.
• Comply with safeguarding procedures for vulnerable adults and children.
• Maintain confidentiality and data protection standards at all times.