Overview
Job Title: Rent Officer
Directorate: Housing, Communities, Environment & Planning
Grade: 6
Responsible to: Rents Team Leader
Responsible for: None
Job Description is noted in the sections below.
Job Purpose
To manage rental income for a defined portfolio of properties within the Borough, delivering an effective income collection and arrears recovery service in line with legislation, Council policies, performance targets and customer care standards.
The postholder will proactively prevent tenancy failure and homelessness through early intervention, income maximisation, partnership working and legal enforcement where necessary.
Key Responsibilities
Income Collection & Arrears Management
* Maximise rental income collection in line with agreed performance targets.
* Monitor rent accounts daily and take prompt action to prevent arrears escalation.
* Negotiate repayment arrangements and ensure adherence to agreements.
* Administer sub-accounts including court costs and introductory tenancies.
* Ensure all actions comply with pre-action protocols and Council policies.
Legal Enforcement
* Prepare and serve statutory notices in accordance with housing legislation.
* Prepare accurate case files, witness statements and court documentation.
* Represent the Council in court for possession claims, variations, warrants and related proceedings.
* Liaise with legal services and attend evictions where required.
Tenancy Sustainment & Support
* Promote early intervention to prevent homelessness.
* Identify vulnerable tenants and make referrals to appropriate internal and external support services.
* Provide advice on welfare benefits, Universal Credit and income maximisation.
* Attend new tenancy sign-ups to provide rent and payment guidance.
* Deliver rent surgeries and community-based income support sessions.
Partnership Working
* Work collaboratively with Neighbourhood Officers, Housing Benefits, DWP, CAB, legal representatives and other agencies.
* Contribute to coordinated case management to ensure holistic tenant support.
* Support service development initiatives and continuous improvement projects.
Customer Service & Case Management
* Conduct interviews and home visits in relation to rent arrears and tenancy matters.
* Manage a varied caseload effectively, maintaining accurate and auditable records.
* Handle complaints, appeals and enquiries professionally and in accordance with corporate standards.
* Maintain confidentiality and compliance with GDPR and safeguarding legislation.
Performance & Compliance
* Monitor and report on performance indicators and arrears statistics.
* Ensure compliance with relevant Housing Acts, Localism Act, Local Government Act and Prevention of Social Housing Fraud Act.
* Identify risks to service delivery and escalate appropriately.
* Contribute to a culture of performance management and continuous improvement.
Person Specification
Essential Qualifications & Experience
* Minimum Level 2 qualification in a relevant subject.
* Working towards or willing to undertake Level 3 qualification in Housing or related field.
* Minimum 2 years’ experience in social housing or a relevant customer-facing service.
* Proven experience in rent arrears recovery and income collection.
* Experience preparing legal documentation and representing landlords in possession proceedings.
* Strong knowledge of welfare benefits and the impact of Welfare Reform.
Knowledge & Skills
* Thorough understanding of housing legislation and court processes relating to rent recovery.
* Strong case management and record-keeping skills.
* Ability to negotiate effectively and manage difficult conversations.
* Experience working with vulnerable customers and safeguarding awareness.
* Ability to analyse performance data and meet targets.
Personal Attributes
* Resilient and calm under pressure.
* Customer-focused with strong interpersonal skills.
* Methodical and detail-oriented.
* Confident decision-maker with sound judgement.
* Flexible and adaptable to service needs.
Working Requirements
* Agile working across multiple locations within the Borough.
* Requirement to attend court hearings and conduct home visits.
* Access to personal transport.
* Commitment to equality, safeguarding, health and safety, and data protection standards.
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