Income Management Officer

West Lancashire Borough Council
Date Posted
12th October 2018
Public Services and Administration
Inside IR35
£14 to £16 Per Hour

This is a key position within the income collection team. 
The main duties of the post are to maximise income collection and minimise rent arrears. The post holder is required to manage tenant rent accounts in a designated geographical patch by monitoring accounts and contacting tenants when payments are not received. Support and advice is given to those in arrears and legal action taken where persistent non- payment continues this involves preparing cases for court attendance at Court and Evictions. The post holder has performance targets on recovery to achieve. 
The post holder is required to deal with DWP (Universal credit) housing benefits and ensure timely liaison and referral to money advice. 

Interviews will be taking place on 19/10/2018 




Housing and Inclusion Services


Housing Operations


Income Management and Financial Inclusion Services

Job Title:

Income Management Officer



Designated Line Manager:

Senior Income Recovery Officer

Directly Responsible for:


Purpose of Job:

  • To be responsible for rent collection and arrears recovery within a geographic patch and to achieve individual and service targets;
  • To work with, and provide guidance to, the Income Management Assistants in order to provide an effective and efficient income management and recovery service;
  • To show a clear understanding of the issues relating to recovering income and deliver a supportive and preventative service for tenants, but be proactive with enforcement action when required.   


Core tasks:

  1. To effectively and efficiently manage a patch of tenant accounts through agreed policies and processes, and to maximise income through early intervention by contact through home visits, phone calls, emails, texts and letters;


  1. To provide a preventative service by ensuring that tenants receive early advice about housing benefit, basic benefit entitlements, welfare benefits, and to refer them for money/budgeting and debt advice to the Money Advisors or other appropriate agencies;


  1. To advise and support tenants faced with changes to their income as a result of Universal Credit and welfare reforms and, where necessary, contacting Universal Credit and making applications for Discretionary Housing Payments (DHPs) or Alternative Payment Arrangements (APAs);


  1. To monitor rent accounts and actively pursue rent arrears in respect of houses, garages, court costs and housing benefit overpayments, and to ensure that all income owed is recovered;


  1. To keep accurate, up to date records of correspondence, agreements and interviews on the IT system and monitor progress each week against agreements. Record all actions taken and activities linked to each case, and ensure all records are up to date and accurate;


  1. To start timely and appropriate legal action and proceedings for recovery and comply with the pre-court protocols (this will include attendance at County Court, and preparation of all pre-court paperwork);


  1. To represent the Council in possession and warrant hearings. To present the applications as the Council’s Advocate and deal with issues raised by the County Court Judges, Shelter, defendants etc. in the course of proceedings. You will act as the Council’s witness at these hearings, and be required to attend suspension hearings and evictions for your own cases and colleague’s cases;


  1. To work to individual and service targets and performance measures and be motivated to achieve recovery targets and maximise income for the Housing Revenue Account;


  1. To negotiate agreements and payment plans that are manageable, take payments, and monitor agreements for compliance including regularly visiting, contacting by preferred method, and by correspondence, where an agreement is not adhered to;


  1. Promote the use of self - serve and on line services including the text and e mail balance service and any other initiatives


  1. Investigate and resolve account disputes and assist with complaints related to the service;


  1. To be aware and knowledgeable about tenant’s rights in relation to rent recovery, and other relevant housing legislation;


  1. To be aware of the wider conditions of the tenancy agreement and take appropriate action where necessary, through referrals to other services and Council departments and agencies;


  1. To alert the relevant officers of potential abandonment, squatting, breach of tenancy, disrepair, damage etc., and where necessary, agree a joined approach for legal proceedings;


  1. To be aware of any major improvements or repairs that may form part of the Council’s capital programme and any changes to rents and services charges that may be affected.



Customer Care: To meet the Council’s Standards of Customer Care at all times.


Core Tasks: To undertake any other duties which may be required within the needs of the service that are commensurate with the grade.


Equal Opportunities: The Council is committed to achieving equality of opportunity both in the delivery of services to the community and its employment arrangements.  We expect all employees to understand and promote our policies in their work.


Health & Safety:  All employees have a responsibility for their own health & safety and that of others while undertaking their duties.  Employees have a general duty to assist the Council in implementing its general statement on health & safety policy.


Legislation: To comply with Data Protection legislation and all other relevant and applicable statutory legislation together with Council policies and procedures


Training & Development: To comply with the Council’s policies and practices relating to training and development, including a regular development appraisal.


The above duties and responsibilities do not include or define all tasks, which may be required to be undertaken by the post holder.  The duties and responsibilities may vary without changing the general character of the duties or the level of responsibility entailed.  These factors are reflected in the grading of the post.




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