This role is integral to managing rental income for a portfolio of properties within a designated neighborhood in the Borough. The position focuses on delivering an effective revenue collection and recovery service, ensuring compliance with legislation and Council policies. The role emphasizes maximizing housing revenue streams, fostering a culture of tenancy sustainment, and reducing homelessness risks. Additionally, the position supports service development, project implementation, and the training and development of junior team members. It also involves fulfilling the Local Authorities' legal obligations to provide professional housing services as outlined in relevant legislation.
Responsibilities
Maximize revenue collection to recover rent arrears and enforce tenancy conditions, focusing on early intervention.
Monitor tenants' rent accounts and take prompt action to prevent debt accumulation and homelessness.
Manage sub\-accounts for court costs and introductory tenancies, ensuring effective payment transfers and case monitoring.
Provide housing and welfare benefits advice to tenants, assisting them in maximizing income and benefit entitlement.
Stay informed on legislative changes, particularly Welfare Reform impacts on tenants and the organization.
Assist vulnerable tenants by referring them to support agencies to sustain tenancies and meet needs.
Prepare reports on arrears cases, attend court, and represent the Council in possession cases for nonpayment of rent.
Conduct interviews and home visits related to rent payment and arrears recovery, maintaining community presence.
Create and deliver rent surgeries to assist tenants with payment issues and foster a positive payment culture.
Liaise with Neighbourhood & Tenancy Officers to ensure coordinated and efficient resident services.
Attend new tenancy sign\-ups and sustainment visits, advising tenants on rent responsibilities and necessary referrals.
Administer payment methods, including online, phone, payment cards, and Direct Debits, with necessary amendments.
Coach, train, and develop advisors and apprentices as directed by the Team Leader.
Maintain accurate records for statutory and service\-wide reporting, monitoring performance indicators and targets.
Share knowledge and best practices with the team, assisting in briefing and training new staff.
Collaborate with agencies and internal departments to deliver efficient services.
Adapt customer care practices to ensure respectful and accountable service delivery.
Support investigations and provide documentation for appeals, complaints, and legal challenges.
Speak openly about service risks or opportunities for improvement.
Operate relevant IT systems effectively and accurately.
Maintain confidentiality of customer information in accordance with GDPR legislation.
Recognize and act on safeguarding risks for adults and children following current policies.
Critically evaluate and challenge cultures and practices to achieve continuous improvement and dynamic service delivery.
Requirements
Requirements:
Experience in managing rental income and revenue collection.
Knowledge of housing legislation and Council policies.
Ability to collaborate with internal and external partners.
Strong communication and interpersonal skills.
Experience in training and developing team members.
Proficiency in using IT systems for record\-keeping and reporting.
Understanding of welfare benefits and support services.
Ability to handle sensitive information confidentially.
Commitment to continuous improvement and customer\-focused service delivery.
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