Rent Income Officer

6 months ago

Orpington, United Kingdom Keniston Housing Association Full time

Keniston are seeking a new Rent Income Officer for 30 hours per week across four days.

We are looking for an experienced person to join our successful team of high performers, who grow revenue for Keniston and deliver on our income performance targets. Our income performance has never been in a better position and we want to ensure this continues.

This specialist role requires:

- a minimum of 2 years previous knowledge of arrears management, welfare benefits and housing law, including legal action and attendance at court
- proven track record of face-to-face customer service
- Excellent interpersonal and communication skills, both verbally and in writing
- Exceptional numeracy skills when dealing with financial matters

The patch is for circa 450 properties in Bexley, Crawley, Croydon, Islington, Lambeth, and Southwark, including around 30 properties sold on long leases.

**Benefits include**:

- 25 days a year plus bank holidays, rising to 30 days for long service
- Life cover is provided once the staff member joins our pension scheme (after 3 months in service)
- Bupa membership - one of the UK’s largest providers of healthcare cash plans

**Job Purpose**

To reduce rent arrears to meet KHA target. To manage a patch of current and former tenant rent arrear cases, taking appropriate action in line with our Policy and relevant Housing Law. To provide appropriate advice and support to our residents around welfare reform and financial inclusion issues. To assist residents to sustain their tenancies and home with an emphasis on early intervention and personal contact.

**Key Responsibilities**
- Administer rent income system and processes.
- Manage arrears cases (regular defaults, broken agreements, residents under a Notice Of Seeking Possession and Court Orders).
- Keep up to date with welfare benefits and have a detailed knowledge of reforms and liaise with HB departments, DWP, support workers, voluntary agencies, Housing Officers, attendance at RSL meetings, building partnerships and representing the Association as required.
- To help identify and make contact with our residents likely to be affected by welfare reform and target resources accordingly. This will involve visiting residents in their homes.
- Work with residents to maximise income, undertaking welfare benefit and income and expenditure checks, budgeting, signposting to debt advice or other agencies.
- Build and maintain positive relationships with current and new residents. Identify vulnerable residents and work with other agencies to assist residents to sustain their tenancy.
- Attend resident meetings and host surgeries to discuss/inform relevant topics, such as welfare reform or service charges.
- Assist residents with re-housing options, for example, downsizing.
- Identify fraud and work with partners to resolve.

**Nature and Scope**

Keniston aims to meet housing need, provide good quality, well managed affordable homes and give the service residents want. Our core values are respect, openness, accountability, honesty and excellence.

As a front line employee, the post holder may encounter customers who are vulnerable, may have difficulty communicating, be anxious or angry. Therefore excellent customer service skills are essential, with the ability to remain calm, patient and professional at all times. The post holder must be able to demonstrate they are listening to our residents, understanding their needs and respond appropriately.

The primary purpose of the role is keep rent arrears to a minimum and within Keniston’s target, by keeping residents informed of their rent responsibilities and assisting residents in a variety of ways to meet their responsibilities. This role will assist people in stressful circumstances, often with multiple debts and complex benefit entitlement. The aim is to enable them tokeep their tenancy and home with Keniston.

This role requires specialist knowledge and excellent communication skills to guide people through, often in challenging circumstances. This role will support those with Housing Benefit difficulties and keep engaged with residents in arrears. It will also included attending court to represent Keniston, when legal action is necessary.

The job holder is required to visit residents in their own home, sometimes in the evening. Welfare reform has led to reductions in benefits and poses challenges for many of our residents. Therefore, the post holder must work proactively, building relationships with residents over time. Residents are assessed for risk of financial difficulty and the post holder is expected to identify and prioritise those tenants, as well as those in arrears.

**Key external contacts**

Residents, Local Authority departments (HB and Fraud team), statutory and voluntary agencies; specialist advice service / CAB / court offices / solicitors / DWP / Job Centre Plus / Private letting agencies / tracing agents / Debit recovery agencies
- Benefits include:_
- _25 days a year plus

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