Income Officer – Housing Management

About the role

We are seeking an experienced Income Officer to join our busy Housing Management team at Wembley Park. The role is hybrid, offering three days in the office and two days remote, and focuses on maximising rental income while supporting tenants across a diverse portfolio.

Key responsibilities

• Manage rent accounts and drive effective arrears recovery across multiple tenures.
• Provide high‑quality customer service, supporting tenants to sustain their tenancies.
• Advise tenants on welfare benefits, including Universal Credit, and signpost to specialist support services.
• Conduct home visits and tenant engagement to resolve arrears and support vulnerable residents.
• Take enforcement action where required, preparing cases for court and attending hearings.
• Collaborate with internal teams (Housing, Social Care, Rent Accounting) to deliver a joined‑up service.
• Promote early intervention and income maximisation strategies, such as Direct Debit sign‑ups.
• Maintain accurate case records and produce reports on arrears performance.

Required profile

• Proven experience in rent arrears recovery or income collection within housing.
• Strong knowledge of Housing Benefit, Universal Credit and welfare reform.
• Understanding of rent arrears pre‑action protocols and relevant legislation.
• Experience working in a multi‑agency or partnership environment.
• Excellent communication, negotiation and problem‑solving abilities.
• Ability to manage a varied caseload independently and collaboratively.
• Confidence using IT systems and maintaining accurate records.

Required skills