This role requires a minimum of 3-5 years UK residential property credit control experience, with strong knowledge of current and emerging housing legislation, and proven track record in achieving collection targets while maintaining positive tenant relationships.
CORE RESPONSIBILITIES
Daily Rent Collection & Account Management
* Monitor and track rental payments across multiple residential units
* Process rent receipts and allocate payments to tenant accounts
* Maintain accurate tenant payment records and rental histories
* Generate daily cash position reports and weekly collection summaries
* Coordinate Direct Debit, Standing Order, and BACS payment processing
* Handle payment queries and account reconciliation issues
Arrears Management & Recovery
* Implement systematic arrears recovery procedures (0-7 days: reminders, 8-30 days: formal contact, 30+ days: legal action)
* Conduct courtesy calls and formal arrears discussions with tenants
* Negotiate payment plans and monitor compliance with agreements
* Prepare instructions and discuss with Legal Section 8 Notices (various grounds) and Section 21 Notices
* Maintain detailed records of all tenant contact and recovery actions
* Coordinate with legal teams for court proceedings and bailiff enforcement
UK Housing Benefit & Universal Credit Coordination
* Liaise with Local Authority Housing Benefit teams and DWP Universal Credit
* Support tenants with benefit applications and claim maintenance
* Monitor UC payment schedules and coordinate managed payment arrangements
* Reconcile Housing Benefit payments and resolve discrepancies
* Process benefit overpayment recoveries and coordinate with authorities
* Maintain service level agreements with Local Authority benefit departments
Legal Compliance & Documentation
* Ensure compliance with Housing Act 1988 and upcoming Renters' Rights Bill requirements
* Prepare court documentation for possession proceedings
* Attend court hearings and present evidence for possession claims
* Follow Pre-Action Protocol requirements for all legal proceedings
* Maintain Tenancy Deposit Protection compliance (30-day protection requirement)
* Generate statutory notices and legal documents using prescribed forms
Tenant Support & Welfare
* Conduct welfare assessments and identify vulnerable tenants
* Make referrals to Citizens Advice Bureau and debt counselling services
* Support tenants with "benefits health checks" and entitlement maximisation
* Coordinate with Money Advice Service for financial inclusion support
* Conduct settling-in visits for new tenancies (1-month post-move-in)
* Provide multilingual support and cultural sensitivity as required
System Management & Reporting
* Operate Yardi property management system for all credit control functions
* Generate monthly KPI reports (collection rates, arrears aging, legal action success)
* Maintain accurate data entry and system updates
* Process automated payment reminders and communication workflows
* Coordinate with UK payment platforms (AllPay, PayPoint, bank transfers)
* Ensure GDPR compliance for all tenant data handling
Performance Monitoring & Analysis
* Achieve target collection rates of 96-98% monthly
* Maintain current tenant arrears below 4% of gross rental income
* Monitor former tenant arrears recovery and write-off procedures
* Track and report on Universal Credit coordination success rates
* Analyse tenant payment patterns and identify early warning indicators
* Prepare monthly management reports and variance analysis