Rent Income Recovery Officer (Former Tenant Arrears) – AR

Job Details

Job Title: Rent Income Recovery Officer (Former Tenant Arrears)

Job Type: Temporary Contract

Department: Income Recovery / Housing Management

Reports To: Income Recovery Manager / Housing Income Manager

Job Purpose

To effectively manage and recover former tenant arrears, including outstanding rent, court costs, void charges, and repair recharges. The post holder will independently manage a caseload of former tenant accounts, using effective recovery methods, tracing tools, negotiation skills, and housing management systems to maximise income recovery while ensuring a fair and customer-focused approach.

This role provides temporary cover for an existing Former Tenant Arrears Officer and requires an experienced income recovery professional who can work independently with minimal training.

Key Responsibilities

Former Tenant Arrears Recovery

  • Manage an allocated caseload of former tenant arrears accounts, ensuring timely and effective recovery action is taken.
  • Recover outstanding former tenant rent arrears, court costs, void charges, and responsive repair recharges.
  • Maximise income recovery through proactive contact, negotiation, payment arrangements, and appropriate escalation action.
  • Review accounts regularly and determine the most appropriate recovery approach based on individual circumstances.
  • Maintain accurate records of all recovery activity and customer contact.

Tracing and Customer Engagement

  • Use tracing systems and applications to locate former tenants who have left outstanding debts.
  • Establish contact with former tenants through appropriate communication methods.
  • Negotiate realistic and sustainable repayment arrangements while ensuring recovery targets are achieved.
  • Deal professionally with challenging conversations, complaints, and sensitive financial situations.
  • Identify customer vulnerabilities and work with appropriate agencies to achieve positive outcomes.

Systems, Reporting and Performance Management

  • Use housing management systems confidently to maintain accurate account information and record recovery actions.
  • Monitor performance against income recovery targets and contribute to achieving departmental objectives.
  • Produce monthly performance information relating to former tenant income management activity.
  • Provide accurate information and updates to managers and relevant teams.

Partnership Working

  • Work closely with housing officers, finance teams, legal services, repairs teams, and other departments to ensure effective recovery processes are followed.
  • Develop and maintain effective relationships with external agencies and partner organisations to support successful recovery outcomes.
  • Contribute to improving service delivery and ensuring procedures are followed consistently.

Compliance and Governance

  • Ensure all recovery activity complies with relevant legislation, policies, procedures, GDPR, and data protection requirements.
  • Maintain confidentiality and handle customer information securely.
  • Ensure compliance with financial regulations and internal procedures.
  • Maintain accurate financial records relating to payments, adjustments, and account activity.

Additional Responsibilities

  • Support the Right to Buy team by providing relevant rent account and financial information when required.
  • Assist with the processing of credit refunds on closed accounts.
  • Identify opportunities to improve processes, increase efficiency, and deliver value for money.
  • Participate in service improvement projects and wider organisational initiatives.
  • Take responsibility for personal health, safety, and wellbeing, and contribute to a safe working environment.

Person Specification

Essential Experience

  • Minimum of 2 years’ recent experience within social housing income recovery.
  • Proven experience managing former tenant arrears (FTA) cases.
  • Experience recovering rent arrears, court costs, repair charges, and/or void charges.
  • Experience independently managing a caseload and prioritising competing demands.
  • Experience using housing management systems and customer account databases.
  • Experience using tracing tools or methods to locate former tenants.

Essential Skills and Knowledge

  • Strong understanding of rent recovery processes within social housing.
  • Excellent negotiation and communication skills.
  • Ability to handle difficult conversations professionally and sensitively.
  • Ability to assess customer circumstances and agree appropriate repayment solutions.
  • Strong organisational skills with excellent attention to detail.
  • Ability to analyse information and produce accurate performance reports.
  • Good understanding of GDPR, confidentiality, and financial procedures.

Desirable Experience

  • Experience working within a council or housing association income recovery team.
  • Knowledge of housing legislation and possession processes.
  • Experience working with vulnerable customers and support agencies.
  • Experience recovering debts through multiple recovery routes.

Personal Attributes

The successful candidate will be:

  • Self-motivated and able to work independently.
  • Customer-focused while maintaining a strong recovery focus.
  • Resilient and confident managing challenging conversations.
  • Professional, organised, and detail-focused.
  • Committed to continuous improvement and delivering a high-quality service.
  • Able to build positive relationships with internal teams and external partners.

Key Competencies

  • Income Recovery and Debt Management
  • Former Tenant Arrears Management
  • Negotiation and Influencing
  • Customer Service and Communication
  • Caseload Management and Organisation
  • Partnership Working
  • Problem Solving and Decision Making
  • Performance Management
  • Data Protection and Compliance
  • Continuous Improvement