At a Glance
- Tasks: Manage rent accounts, support residents, and prepare cases for court.
- Company: Join L&Q, a leading housing association dedicated to community well-being.
- Benefits: Great pension, 28-31 days leave, health plan, and volunteering days.
- Other info: Hybrid working model with opportunities for personal growth.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in debt recovery and strong communication skills required.
Contract Type: Permanent, Full Time, 35 hours
Salary: Starting from £37,451 per annum (London weighted salary) or £33,688 per annum (Regional salary)
Grade: 7
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 27th July 2026 – 23:00
Interview Dates: Week commencing 10th August 2026 via Ms Teams
Start Date: 28th September 2026
Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more.
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.
Join our Income Management Team at L&Q: Our Income Team play a vital part in reducing arrears, sustaining tenancies and maximising income. As a Senior Housing Income Officer you will bring your experience in income collection and arrears management to a role where no two days are the same. You’ll manage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast-paced, high-volume role where your decisions directly impact residents and help reduce arrears.
If this sounds like you, we would love for you to apply!
Your impact in the role:
- Manage accounts from the start of tenancy through to enforcement action, including preparing and referring cases for court.
- Work proactively with residents to agree tailored payment plans, provide support referrals, and help sustain tenancies.
- Handle a high volume of inbound and outbound calls in a fast-paced contact centre, alongside written communication.
- Make confident, informed decisions to progress cases in line with L&Q’s Income Collection policies and pre-court protocols.
- Demonstrate resilience and empathy, balancing supportive engagement with firm action to reduce arrears.
What you'll bring:
- Experience of debt recovery and managing cases through the full arrears lifecycle, including legal protocols.
- Strong analytical and decision-making skills, with the ability to calculate payments accurately and act decisively.
- Excellent communication and negotiation skills, with proven experience of handling sensitive customer situations.
- Outstanding organisation and time management skills to meet KPIs and multiple deadlines.
- A collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions.
If you require any reasonable adjustments at any stage during this process, including application stage, please visit our careers page to reach us.
About L&Q: We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of. 250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England. People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome.
Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Senior Housing Income Officer in Stratford employer: L&Q
As a Homeownership Account Lead, you will thrive in a supportive and dynamic work environment that values collaboration and innovation. Our hybrid working model offers flexibility, while our commitment to employee growth ensures you have access to ongoing training and development opportunities. Join us in making a meaningful impact in the community, all while enjoying competitive benefits and a culture that prioritises work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Housing Income Officer in Stratford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at L&Q. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like L&Q before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Housing Income Officer in Stratford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to L&Q:Your cover letter is your chance to shine! Tell us why you want to work at L&Q specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at L&Q!
How to prepare for a job interview at L&Q
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
