To deliver an effective and high performing rent collection and recovery service in accordance with legislation, TMO policies, set performance targets and customer satisfaction requirements. To manage and lead a team comprising of Income Officers and Sundry Debts Officer collecting current tenants and temporary accommodation rent and sub-account arrears, including parking/garages spaces. To prepare the team and organisation for the introduction of Universal Credit, ensuring robust policy and procedures are in place.

Responsibilities

1.To lead a team of Rent Income Officers and a Sundry Debt Officer responsible for the collection of rent income, current tenant arrears, former tenant arrears, sub-account debt (including parking/garage charges, legal charges, rechargeable repairs).The role also oversees administration of direct debits in line with the direct debit guarantee.

2.To work with the ICT team in producing performance and management reports, set collection targets in consultation with the Head of Neighbourhood management and proactively monitoring and reporting in respect of service delivery, performance indicators and targets.

To assist the Council’s audit team in carrying out their annual reviews in this service area.

4.To agree operational strategy with the Head of Neighbourhood management in order to direct staff resources to where there is most need and to lead in delivering the Rent Income Service Plan; providing monthly updates on progress.

5.To maximize rent collection in line with targets by making arrangements to recover rent arrears and to enforce related tenancy conditions.

6.To monitor tenants’ rent accounts and take prompt action to prevent the accumulation of debt, and to authorise any rent account adjustments and refunds.

7.To build strong links with the TMO’s Welfare Reform Officers and Council departments to manage risks associated with welfare reform changes and to provide updates to the team and senior management on the impact of welfare reform on income collection.

8.To respond promptly and effectively to enquiries or complaints on rent matters.

9.To assist vulnerable tenants with prompt and appropriate action and advice, and liaise with other agencies and departments to ensure that their needs are met.

10.To be responsible for preparing timely and accurate reports on arrears cases, to attend Court and represent the TMO on individual arrears and possession cases when relevant, to prepare eviction reports and represent the TMO at evictions to ensure the successful repossession of properties.

11.To provide references to financial institutions and rent account information for the purposes of Right to Buy.

12.Ensure Rent Income Officers are engaging with new residents through early intervention, within an aim to sustain tenancies and reduce rent arrears within the first 12 months of tenancy. To ensure Rent Income Officers work closely with Neighbourhood Officers when carrying out new tenancy visits, fixed-term tenancy reviews, including collection of income/expenditure details and providing relevant advice to tenants.

13.To monitor the status of Introductory Tenants, ensuring timely enforcement action is taken by Income Officers and outcomes recorded.

14.To monitor use and occupation accounts, working jointly with Neighbourhood Management staff to ensure that outstanding tenancy issues are resolved swiftly and minimising scope for debt.

15.To maintain appropriate
And accurate records to comply with statutory and service-wide reporting requirements on performance issues.

16.To contribute towards the continuous improvement of performance in line with the TMO’s service plan targets.

17.To notify the Council’s Corporate Investigations Group (CIG) of suspected cases of unauthorised occupation, or where benefit fraud is indicated.

To work with other agencies and departments such as the TMO Finance Team, Housing Benefits, the DWP, advice agenc.