(Role Profile - please note that for advertising purposes the role is known as Income Recovery and Enforcement Officer but within the business the role is known as Recovery and Enforcement Lead )
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 .
Join our Income Management Team at L&Q
Are you looking to make a real impact in housing arrears recovery and enforcement?
We are seeking an Income Recovery & Enforcement Officer to join our Income Management Team. In this specialist role, you'll take ownership of a portfolio of accounts already subject to legal action managing cases from preparing court paperwork through to eviction where necessary.
You'll be trusted to represent L&Q in court on occasion and make confident, informed decisions that directly shape outcomes for our residents and the organisation.
This is a fast-paced, target-driven role where you'll balance firm enforcement with compassionate customer service, supporting residents to get back on track while safeguarding L&Q's ability to invest in homes and communities.
If this sounds like you, we would love for you to apply!
Your impact in the role:
Manage a caseload across the legal stages of the arrears lifecycle, including preparing and presenting cases in court and progressing to eviction where required .
Main point contact liaising with our external legal advocates who represent L&Q at court on our behalf .
You r responsibilities will include preparing witness statements and documentation to secure successful outcomes at court.
Take confident decisions on enforcement action, balancing risk and customer impact.
Work proactively to meet call and case management targets, handling a high volume of customer contact.
Provide residents with advice and signposting to maximise income and sustain tenancies where possible.
Collaborate with colleagues across Housing, Finance, and Legal, ensuring a seamless approach to arrears management.
What you'll bring:
Proven experience in housing arrears recovery and enforcement, including legal proceedings through to eviction.
Confidence in decision-making and managing a fast-paced, high-volume workload.
Strong customer service skills, with the ability to handle sensitive and challenging conversations.
Knowledge of welfare benefits and tenancy-related arrears processes.
Excellent organisational, negotiation, and influencing skills, with the ability to work both independently and collaboratively.
If you require any reasonable adjustments at any stage during this process, including application stage, please email
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. Everyone deserves a quality home that gives them the chance to live a better life.
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.
At L&Q, 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 and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.
Click here to find out more about L&Q and why you should join us!
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