Income Officer – AR

Job Title: Income Officer

Directorate: EHN
Grade: 6
Job Family: Delivery – Front Line

Job Purpose

The Income Officer is responsible for maximising rental income and reducing arrears across a portfolio of managed accommodation. The role focuses on early intervention, financial support, and tenancy sustainment, while taking appropriate recovery and legal action where necessary, up to and including eviction.

Key Responsibilities

• Manage rent accounts and monitor arrears to meet income collection targets (KPIs).
• Agree and monitor realistic payment plans with households.
• Provide advice on budgeting, income maximisation, and debt prioritisation.
• Identify vulnerable households and refer to appropriate support and money advice services.
• Liaise with Housing Benefit, DWP, Legal Services, and other agencies on income‑related matters.
• Serve notices where appropriate and prepare cases for court, attending hearings as a Council witness when required.
• Decide when statutory housing duties should end and follow correct procedures, including review rights.
• Attend evictions and ensure vacant possession is obtained when authorised.
• Carry out financial assessments for applicants offered accommodation and manage sundry accounts.
• Maintain accurate records on income management and housing systems.
• Ensure all work complies with housing legislation, council policies, safeguarding duties, and equality standards.

Knowledge, Skills & Experience

• Knowledge of housing legislation (Housing Act 1996 Parts VI & VII) and welfare benefits.
• Experience of rent collection, arrears recovery, and payment plan negotiation.
• Ability to manage difficult and sensitive conversations with empathy and professionalism.
• Confidence in making decisions involving financial and legal risk.
• Strong communication skills, both written and verbal.
• Awareness of safeguarding responsibilities and vulnerability indicators.

Additional Requirements

Ability to work independently with limited supervision.

Willingness to work flexibly, including outside normal hours when required.

Commitment to the Council’s values, policies, and customer care standards.