Tenancy sustainment officer jobs
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Housing Income Officer
We are seeking a proactive Housing Income Officer to manage resident accounts, reduce arrears and support customers to sustain their tenancies.
Position: Housing Income Officer
Salary: £34,381 London weighted or £30,386 regional
Location: London Stratford or Manchester Trafford with hybrid working
Hours: Full time, 35 hours per week
Contract: Fixed term up to 9 months
Closing Date: 11th May 2026
Interview Date: 18th May 2026
Start Date: 22nd June 2026
About the role
This is a fast paced, front line role where you will take ownership of a portfolio of resident accounts, working to reduce arrears and maximise income. You will be in regular contact with residents, negotiating repayment plans and making informed decisions to progress cases.
Key responsibilities include:
- Managing a portfolio of accounts to reduce arrears and minimise bad debt
- Negotiating and agreeing repayment plans in line with policies and pre court protocols
- Supporting residents to maximise income through signposting to relevant services
- Handling a high volume of inbound and outbound calls
- Taking appropriate recovery action including issuing notices
- Preparing cases for legal action and attending court where required
- Working collaboratively with colleagues to deliver a consistent and effective service
About you
You will be confident working in a busy environment and able to handle sensitive conversations with professionalism and empathy.
You will have:
- Experience in customer service within a fast paced and challenging setting
- Strong communication, listening and negotiation skills
- The ability to remain calm and resilient in difficult situations
- Excellent organisational skills with the ability to prioritise workloads
- Confidence in making sound decisions independently
- Experience in arrears management, income collection or debt recovery is desirable
- An understanding of welfare benefits and their impact on residents is desirable
About the organisation
The organisation is one of the UK’s leading housing associations, providing high quality homes to over 250,000 people across London, the South East and North West. They are committed to delivering excellent services, supporting diverse communities and creating an inclusive working environment where people can thrive.
They offer a range of benefits including a competitive pension, generous annual leave, health cash plan, life assurance and employee wellbeing support. Diversity and inclusion are central to their culture and they are committed to creating a fair and accessible recruitment process for all.
Other roles you may have experience of could include: Income Officer, Rent Officer, Arrears Officer, Customer Account Officer, Housing Officer, Debt Recovery Officer, Tenancy Sustainment Officer
Please note this role is advertised by the recruitment agency acting for the client – Not For Profit People.
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Thank you!
Internal Job Title: Sanctuary Support Coordinator
Hours: 35 hours per week (full time).
Location: Home-based focussed around Cardiff and Newport, with regular travel across Wales and occasional travel to England.
Contract: Currently funded until December 2028.
Salary: £36,191.
About us
Housing Justice unites diverse communities to build personal connections, help people out of homelessness, and create justice in the housing system. Our vision is of a community where everyone has a safe and stable home, and a feeling they belong.
Our Seeking Sanctuary project is a Wales-based initiative delivering innovative housing solutions and community-led support for people seeking sanctuary. We combine community hosting, tenancy-based housing, and advocacy to help build a Nation of Sanctuary.
About the role
Reporting directly to the Sanctuary Manager, you will be responsible for the day-to-day delivery of our accommodation pathways, ensuring the best possible outcomes for destitute migrants and newly granted refugees.
This is a dynamic, frontline casework role that spans three core areas of our housing provision:
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The Hosting Project: Supporting people seeking sanctuary who have no recourse to public funds by giving them a welcoming, safe place to stay in the home of one of our volunteer hosts.
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Refugee Lodgings: Helping to provide a safe and supported housing option for newly granted refugees at risk of homelessness by matching them with people who have a spare room.
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Transitional Housing: Providing vital tenancy sustainment support for newly granted refugees transitioning into our shared accommodation properties.
About you
We are seeking a dedicated, highly organised, and empathetic professional with proven experience working directly with people experiencing homelessness, particularly asylum seekers and forced migrants.
You will have a strong working knowledge of the housing system, the UK welfare system (including Universal Credit and Housing Benefit), and how to support people to access their entitlements. Because this role requires managing complex casework and navigating cultural nuances, you must possess strong interpersonal skills, particularly when working with vulnerable people or those with English as a second language.
If you are a creative problem-solver who is passionate about empowering refugees and building sustainable housing pathways, we want to hear from you.
Benefits
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29 days annual leave, 3 of which are fixed between Christmas and New Year.
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This is in addition to bank holidays and pro-rata if part time.
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After 3 years of service, you are entitled to one additional day of holiday for each additional year of service, up to a maximum of 5 additional days, pro-rata if part time.
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We offer flexible working. Not all posts can be made flexible, but where possible we operate core hours of 10am - 3pm, with employees able to flex their working day around these.
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Any flexibility is at the discretion of the line manager and relevant senior manager.
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As this role is offered as Home Working, we will provide some financial support to get you set up with appropriate equipment.
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We offer an employee assistance programme through Spectrum Life, which can be used by you and your family for a range of advice and support.
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We offer a cycle-to-work scheme.
How to apply
If this sounds like the opportunity for you, please read the attached job description and fill out the application form, describing your capabilities for each of the numbered points in the person specification.
Interviews will provisionally be held on Thursday 11 June
The client requests no contact from agencies or media sales.
Thank you!
Do you have good knowledge of best practice in relation to rent management? Are you interested in financial empowerment?
This role has been created to support the successful implementation, embedding, and ongoing optimisation of our new Housing Management IT System.
The post holder will ensure that income related processes—such as rent charging, arrears management, service charges, and financial workflows—are accurately embedded across all refuge services. This will include ongoing configuration and testing of the new system to ensure it meets our needs.
Alongside system implementation responsibilities, the post holder will lead on the effective management and reduction of rent arrears, including recovery of historic arrears. Operating within a performance driven framework, they will ensure income KPIs, compliance requirements, and data quality standards are consistently achieved.
A key purpose of the role is to promote financial inclusion, ensuring survivors understand their financial responsibilities, maximise income through benefits and entitlements, and build long term financial resilience.
This post is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies
Closing Date: 09:00am on 18 May 2026
Interview Date: 26 and 27 May 2026
The client requests no contact from agencies or media sales.