Monmouthshire Housing Association
Income Officer
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This is an opportunity to provide a supportive and customer-focused income collection service. Working in a high-performing team to ensure tenants are supported in paying their rent.
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Key Responsibilities
- Manage a caseload of rent accounts, ensuring timely and consistent arrears recovery.
- Contact tenants through a range of methods (phone, visits, letters, digital channels) to discuss and resolve arrears.
- Negotiate realistic and sustainable repayment arrangements.
- Work proactively and build positive relationships with tenants.
- Escalate cases appropriately in line with policy.
- Identify vulnerability and refer tenants to relevant support services (e.g., welfare benefits, debt advice).
- Support tenants in accessing benefits, including Universal Credit and Discretionary Housing Payments.
- Prepare and progress legal action where arrears are not resolved, including Notices Seeking Possession and attend court hearings and represent the organisation where required.
- Work collaboratively with housing officers, support teams, and external agencies.
- Work as part of a positive team to support tenants to sustain tenancies.
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