Accommodation Officer

6 Month Contract With A Local Authority

Job Purpose

To maximise rental income across the Council’s temporary accommodation portfolio through effective rent account management, arrears prevention, income recovery and tenancy sustainment activities.

The postholder will work closely with residents to ensure accommodation charges are paid, welfare benefits are maximised, and financial difficulties are identified and addressed at an early stage. The role will involve managing rent arrears cases, undertaking visits to residents, negotiating repayment arrangements and supporting vulnerable households to sustain their accommodation.

The role requires a proactive, customer-focused approach with a strong emphasis on rent collection, income management and arrears recovery.

Key Responsibilities

• Manage and monitor rent accounts across the temporary accommodation portfolio.
• Ensure accommodation charges and rent accounts are accurately maintained and administered.
• Maximise income collection through effective arrears prevention and recovery activities.
• Monitor rent accounts and identify arrears cases at an early stage.
• Contact residents regarding outstanding balances and agree realistic repayment arrangements.
• Conduct home visits and external visits to engage with tenants and address rent arrears concerns.
• Support residents in maximising their income through:
  • Housing Benefit
  • Universal Credit Housing Costs
  • Discretionary Housing Payments
  • Other welfare benefits and entitlements
• Liaise with Housing Benefit teams, the Department for Work and Pensions (DWP) and external agencies to resolve payment issues.
• Provide financial guidance, budgeting support and income maximisation advice to residents.
• Identify residents at risk of financial hardship and refer them to appropriate support services.
• Maintain accurate records of rent accounts, arrears actions, payments, benefit claims and customer contact.
• Monitor rent collection performance and identify areas of financial risk.
• Support tenancy sustainment by addressing income-related barriers that may impact accommodation stability.
• Work closely with Accommodation Officers and other housing teams to ensure accurate account administration.
• Respond professionally to enquiries, complaints and service requests relating to rents, benefits and accommodation charges.
• Contribute to service improvement initiatives and income maximisation projects.
• Ensure compliance with housing legislation, welfare benefit regulations, data protection requirements and Council policies. Prepare reports, case notes and performance information as required.

Requirements

Essential

• Experience within rent collection, income management, rent arrears recovery or debt collection.
• Experience managing rent accounts and arrears cases.
• Knowledge of:
  • Housing Benefit
  • Universal Credit Housing Costs
  • Welfare Benefits
  • Income Recovery Processes
• Experience working directly with customers to resolve payment issues and arrears.
• Strong negotiation and communication skills.
• Ability to manage a caseload and prioritise competing demands.
• Experience maintaining accurate records and case management information.
• Strong customer service skills and ability to work with vulnerable residents.
• Ability to undertake home visits and tenant engagement activities.
• Experience using housing management, rent or case management systems.
• Full UK Driving Licence.
• Access to a vehicle for business use.

Desirable

• Experience within Temporary Accommodation, Housing Management or Homelessness Services.
• Knowledge of housing legislation and tenancy sustainment principles.
• Experience preparing repayment agreements and income recovery plans.
• Experience working within a Local Authority or Housing Association environment. CIH qualification or equivalent housing-related qualification.

Additional Information

• Location: Hybrid / Community-Based Working
• Hours Per Week: 37 Hours
• Payment Frequency: Bi-Weekly Payments