Income Officer – Housing

Income Officer – Housing 150 150 TCLRec
Income Officer – Housing
Kensington, London
Interim Position

K&C 5246094

Posted: 7th March 2024 09:00
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  • Pay Rate:

    £20.02 per hour PAYE

  • Hours per Week:

    36 Monday – Friday, normal working hours

  • This opening assignment is for 2-3 months

  • Kensington, London,

    W8 7NX

What's involved with this role:

Interim Income Officer – Housing

Job Ref: K&C 5246094

Pay Rate: £20.02 per hour PAYE

Hours per week: 36 Monday – Friday, normal working hours

Role Length: This opening assignment is for 2-3 months

City: Kensington, London

The purpose of the role is to be responsible for the collection of accommodation charges and to ensure arrears are reduced and income is increased. Work includes making contact with applicants by letter, telephone and home visits, troubleshooting, supporting applicants to make benefit claims, developing relationships with support agencies and close liaison with other teams with the Housing Needs service.

Key Responsibilities:

  • Provide advice and support when needed to enable customers to resolve problems and remain in their home.


  • Collection of income and full management of customer accounts, managing cases that need further action e.g. court action.
  • Manage and monitor cases where a Notice to Quit has been issued and to commence possession proceeding once expired.
  • Undertake work associated with DIY possession.
  • Work closely with the Council’s legal team to monitor possession cases; to ensure RBKC are charged correctly, and that service level agreement timescales are adhered to.
  • Ensure that high levels of service and customer satisfaction are maintained.
  • Provide a supportive, yet firm approach to service delivery with the aim of minimising arrears whilst assisting our customers to sustain tenancies.
  • Establish customers reason for rent arrears and work them to tackle the reasons for non- payment.
  • Monitor rent accounts to ensure residents in arrears are contacted promptly and payment due are taken or a mutually agreeable arrangement made and monitored.
  • Initiate legal proceedings, attend court and evictions as necessary.
  • Manage and refund rent credits when required.
  • Manage and identify write offs for management approval.
  • Maintain working relationship with welfare benefit teams and other agencies to help customers manage their finances and debt related issues.
  • Update and manage financial arrangements for storage and removals.
  • Create and maintain accurate records of the service to ensure compliance with reporting arrangements and provide management with the information required to monitor performance and service standards in accordance with Council policy and the legal framework.
  • Develop and maintain a positive relationship with clients, resident organisations, council officers, housing providers, advocates, elected members and other stakeholders to ensure high levels of customer satisfaction are achieved.


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.


Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.



  1. Grade C or above in GCSE Maths and English or equivalent qualifications.



  1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  2. Knowledge of public sector housing issues.
  3. Knowledge of rent arrears issues and ability to implement arrears procedure to maximise client income
  4. An understanding of the government’s agenda on homelessness and welfare reform.
  5. Customer service experience with the ability to deal with clients in stressful situations in a firm manner
  6. Experience of working in a financial environment and dealing with client income arrears and Housing Benefit recovery.
  7. Experience of using computer packages including finance applications.
  8. Experience of dealing and liaising with solicitors, advice agencies and client advocates


Skills & Abilities:

  1. Strong verbal and written communication skills including the write letters, emails, reports, and procedures using plain English.
  2. Ability to professionally communicate and negotiate effectively with residents, colleagues and workers in other agencies.
  3. Ability to keep accurate records.
  4. Ability to take responsibility for managing and taking a pro-active approach towards own workload and tasks.
  5. Ability to monitor and improve client and Housing Benefit income recovery.
  6. Ability to produce statistics and reports as required.
  7. Ability to manage a varied and demanding workload, show initiative, make decisions, and to provide a consistently high quality of work with limited supervision.
  8. Ability to assess and communicate service issues and problems and identify and cost appropriate responses and solutions.
  9. Good IT skills including an intermediate level of bespoke design and engineering related software.


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: K&C 5246094
Income Officer – Housing
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: K&C 5246094
Income Officer – Housing
Client Category: Local Authority

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