Rent Recovery Support Officer

Job Purpose:

• To maximise rent recovery from customers in Temporary Accommodation and in Council Housing in accordance with rent recovery procedures
• To contact tenants in a timely, systematic way to vigorously pursue their rent arrears and respond to any enquiries from contacts within the specified time.
• To carry out transactional and administrative tasks required to achieve this.
• To transfer customers to the 2nd Stage Rent Recovery team, Court Officers and the Complex Case
• Team in accordance with rent arrears policy
• To maintain accurate and up-to-date records of action taken to recover income and arrears and to monitor and record the impact of the actions taken.
• To help customers manage their arrears as they move between temporary accommodation solutions
• To work in conjunction with all other appropriate agencies to ensure maximisation of income for both residents and the organisation.

Key responsibilities

• To maximise rent recovery from customers in Temporary Accommodation and in Council Housing in accordance with rent recovery procedures
• To contact tenants in a timely, systematic way to vigorously pursue their rent arrears and respond to any enquiries from contacts within the specified time. To carry out transactional and administrative tasks required to achieve this.
• To transfer customers to the 2nd Stage Rent Recovery team, Court Officers and the Complex Case
• Team in accordance with rent arrears policy
• To maintain accurate and up-to-date records of action taken to recover income and arrears and to monitor and record the impact of the actions taken.
• To help customers manage their arrears as they move between temporary accommodation solutions
• To work in conjunction with all other appropriate agencies to ensure maximisation of income for both residents and the organisation.
• To contact tenants in a systematic way to vigorously pursue their rent arrears and respond to any enquiries from contacts within the specified time
• To offer advice and assistance to tenants regarding Housing Benefit and other welfare benefits.
• To prepare cases of substantial or persistent arrears for referrals to other teams within Rent Recovery
• To produce rent collection cards for distribution. To send out rent and charge statements as required. To carry out related administrative duties and related transactional tasks
• To carry out any other duties commensurate with the grade of the post as requested.
• To liaise with Managing Agents, landlords, Revenues & Benefits and other relevant teams within the Housing Service to resolve outstanding recovery issues.
• To increase awareness of the work of the service and promote good working relationships amongst internal and external contact agencies.
• External contacts: Debt Collection Agencies, Solicitors Welfare Benefit Agency, Other Local
• Authorities, Department for Work and Pensions, Citizens Advice Bureau
• Internal contacts: Housing Needs, Welfare Benefit Team, Payments & Benefits, Social Services, Legal Services, Finance Team, Education Services, Housing Solutions Prevention Team

Experience

• Working in the public or social housing sector
• Working with income and rent accounts to increase income recovery
• Use of financial information systems, spreadsheets, databases

Knowledge

• Knowledge and awareness of Local Government operating processes and decision making processes and the ability to operate in that environment.
• Knowledge of the Housing act 1996 Parts VI and VII (as amended by the Homelessness Act 2002) and related secondary legislation.
• Knowledge of the rights and obligations of landlords and occupants in the public and private sector
• Knowledge of Housing Benefit and regulations
• Knowledge of the Welfare Reform Act
• Knowledge of recent housing issues and government initiatives

Skills

• Able to communicate effectively with customers to ensure that rent recovery priorities are clear
• Good numeracy literacy and IT skills
• Able to communicate effectively with Council officers at all levels and with a variety of external agencies
• Able to work to tight timescales and cope with pressures and deadlines.
• Maintain accurate record systems
• Able to provide clear advice to customers on income maximisation issues. Good interpersonal and communication skills to relate effectively to, and command the
• respect, trust and confidence of officers, council members, stakeholders and the whole community
• Good networking, partnership and negotiating skills that are influential with others
• Ability to prepare, collate, analyse and interpret specialist information and present the information in an appropriate manner
• Ability to prepare documents and reports
• Ability to manage time effectively, prioritise workload and work to deadlines
• Ability to plan and work well under pressure
• Ability to negotiate within a context of high political sensitivity and conflicting interests
• Ability to recognise the needs of all customers and take appropriate action to ensure that those needs are met