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Housing Income Manager (Part-Time)
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Income Manager
Location: Agile working (offices in Penge and Bexley, Southeast London)
Hours: Part-time, circa 21 hours per week (3 days)
Salary: Circa £50k full-time equivalent
We are partnering with a well-established, community-based housing association in Southeast London seeking an experienced Income Manager. This is a key leadership role within a small, ambitious organisation that owns and manages a large amount of homes (with further growth planned) and works in partnership with a London borough.
The successful candidate will lead the Income Team in delivering proactive, resident-focused income management services. You will protect the organisation's income streams, achieve collection targets, reduce arrears, and ensure services meet regulatory standards while supporting residents to sustain their tenancies and thrive in their homes.
About the Role
You will take full responsibility for income collection performance across all owned and managed properties. This includes embedding a "rent first" culture, managing current and former tenant arrears, service charges, recharges and other debts, and driving continuous improvement. The role combines hands-on operational leadership with strategic oversight of performance, risk, legal recovery and team development.
You will line-manage two Income Recovery Officers and work closely with the Head of Resident Services.
Key Responsibilities
- Lead the Income Team to deliver excellent, proactive and non-judgemental resident services while maximising income collection.
- Achieve agreed income collection targets and reduce arrears through effective performance management, intervention strategies and continuous improvement.
- Embed a "rent first" culture across the organisation covering current/former tenant arrears, service charges, recharges and sundry debts.
- Provide expert advice on income recovery, maximisation and welfare benefits; lead on complex cases including those requiring legal action.
- Oversee legal recovery processes, prepare cases for court, work with legal representatives and ensure all action is proportionate and compliant.
- Monitor and report on KPIs, analyse arrears trends and performance data, and use insights to improve services and inform decisions.
- Identify, manage and mitigate risks relating to rent collection, welfare reform, tenancy sustainment and organisational income streams.
- Lead, support, motivate and develop the team through regular one-to-ones, performance reviews and coaching; foster a high-performing, customer-focused culture.
- Respond promptly and professionally to complaints, ensure lessons are learned and service improvements are implemented.
- Administer the hardship fund and review services, policies, procedures and IT systems to drive efficiency and improvement.
- Build strong internal and external partnerships to support tenancy sustainment and community outcomes.
- Ensure full compliance with the Regulator of Social Housing Consumer Standards, Housing Ombudsman Complaint Handling Code and all relevant legislation.
- Act as a positive ambassador for the organisation and uphold its values in all work.
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Requirements
Essential
- Relevant degree-level education or equivalent experience, plus evidence of continuous professional development.
- Up-to-date knowledge of housing legislation and welfare benefits, with recent experience in a social housing environment.
- Strong track record of leading proactive, holistic income management services and improving KPIs/performance.
- Experience of staff management and of resolving complex arrears cases, including those requiring legal action.
- Experience of handling complaints in line with the Housing Ombudsman Complaint Handling Code and driving service improvements.
- Proven ability to analyse data (especially Excel and housing/property management systems) and produce accurate, concise reports.
- Excellent communication, organisational and IT skills (Word, Excel, Outlook) with the ability to stay calm, fair and firm under pressure.
- Strong problem-solving skills, ability to work autonomously, multi-task and meet tight deadlines.
- Experience building effective relationships with residents, colleagues and external partners.
- Full UK driving licence and access to a vehicle.
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Desirable
- CIH or other relevant professional qualification (Level 4 or above) or currently working towards one.
Benefits
- 25 days annual leave plus public holidays (pro rata) plus 2 additional days at Christmas, increasing with length of service.
- Company Defined Contribution Pension Scheme (10% employer contribution).
- Salary sacrifice scheme and ability to buy/sell leave.
- Employee Assistance Programme.
- Contribution to professional subscriptions and development.
- HSF Health Plan with Perkbox rewards.
- Agile working with offices in Penge and Bexley.
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