Yorkshire Housing
Income and Enforcement Officer
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Income and Enforcement Officer
Senior Income and Advice Officers (Enforcement)
If you’re experienced in income recovery and ready to take on more complex cases, this is your chance to step into a role where you’ll support customers, lead enforcement, and help protect people’s homes. We’ve got multiple opportunities available and are looking for people who can make a real difference from day one as our Senior Income and Advice Officers (Enforcement).
About the Role
This is a role where you’ll make a real difference—supporting customers to stay in their homes while protecting Yorkshire Housing’s income.
You’ll be speaking to customers every day, helping them manage their finances, setting up realistic repayment plans, and guiding them to the right support. Alongside, you’ll take charge of more complex cases, using expertise to manage enforcement and legal processes when required—striking the balance between fair yet firm, supportive yet proactive.
Ensuring customers receive the help they need while recovering money owed is at the heart of this vital role.
What You’ll Be Doing
Supporting Customers
- Speak to customers via phone (primary channel) to resolve arrears and offer support
- Agree affordable repayment plans tailored to individual circumstances
- Help customers access benefits and financial support they’re entitled to
- Signpost to external support when necessary
- Promote initiatives like Rent on Time to encourage financial wellbeing
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Managing Income Collection
- Recover all money owed (rent, service charges, former tenant arrears)
- Monitor accounts and take early action to prevent growing arrears
- Use tools like Voicescape for regular customer contact
Leading on Enforcement & Legal Cases
- Manage complex cases from pre-court through to post-court processes
- Prepare legal documentation and evidence packs
- Represent Yorkshire Housing in court when required
- Ensure vulnerability assessments and reasonable adjustments are fully documented
- Collaborate with courts, solicitors, and external partners
Working Collaboratively
- Provide specialist advice to colleagues on complex cases
- Work closely with internal teams and external agencies for optimal outcomes
- Share best practice to continuously improve processes
What We’re Looking For
You’ll need to balance empathy with expertise—confidence to manage challenging situations while always putting customers first.
Essential Experience:
- Experience managing complex income or debt cases, including legal escalation
- Recent experience (within the last year) of attending court and representing cases, ideally in housing or income recovery
- Strong knowledge of housing law, income recovery, and enforcement processes
- Confidence in handling difficult conversations with professionalism and empathy
- Excellent organisation skills with meticulous attention to detail (especially in legal documentation)
- Ability to manage a varied caseload and meet deadlines
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Nice-to-Have Qualities:
- In-depth understanding of welfare benefits and financial support options
- Awareness of safeguarding and supporting vulnerable customers
- A collaborative mindset with a willingness to assist others
- Proficiency in cases management systems and digital tools
- A customer-first, solution-focused approach
What’s in It for You?
At Yorkshire Housing, we foster a valuable, inclusive, and supportive workplace:
- Agile homeworking with core hours (9–5)
- Salary: £37,718 per year (35 hours/week)
- Annual leave: 26 days (rising to 31 days) + bank holidays
- Pension contribution: matched up to 9%
- Health cash plan, retail discounts, and wellbeing support
- Access to My GP, counselling, and free fitness classes
- Ongoing professional development through internal/external training
- A role where you can make a genuine daily impact
The Fine Print
Yorkshire Housing is committed to an inclusive, diverse workplace, actively welcoming all applicants.
If you require adjustments or support during the application process, please email recruitment@yorkshirehousing.co.uk.
If internal, speak to your manager before applying—you can also refer a colleague! Ideal candidates might earn a bonus if referred.
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