Location
London Borough of Croydon (Hybrid Working Available)

Hours
Full Time – 36 Hours per Week

Salary
Grade 11, £46,968 - £49,056

About the Role
Croydon Affordable Housing (CAH) LLP is seeking an experienced and motivated Senior Income Officer to lead the delivery of an effective income management and arrears recovery service across our growing affordable housing portfolio of approximately 360 properties.

This is an exciting opportunity for a housing professional passionate about sustaining tenancies, supporting residents, and maximising rental income through proactive engagement, early intervention, and effective enforcement where required.

The successful candidate will play a key role in ensuring the financial sustainability of the LLP while delivering excellent customer service and supporting vulnerable residents to maintain their homes.

Key responsibilities include managing a designated rent portfolio, monitoring rent accounts, negotiating sustainable repayment arrangements, leading on complex rent arrears cases and possession proceedings, preparing legal documentation, supporting tenants with welfare benefits, identifying vulnerable residents and making referrals, producing performance reports, collaborating with legal and support agencies, promoting tenancy sustainment and financial inclusion initiatives, and maintaining accurate records in compliance with regulatory and data protection requirements.

Experience
- Minimum 5 years' experience in income management, rent recovery or tenancy income services within affordable housing, social housing, local authority housing or a registered provider.
- Significant experience managing rent arrears and complex income recovery cases.
- Proven experience working with Universal Credit, Housing Benefit and welfare reform.
- Experience preparing legal cases and working with solicitors and courts.
- Experience supporting vulnerable residents and working with partner agencies.
- Strong understanding of tenancy management and tenancy sustainment principles.

Knowledge
- Comprehensive knowledge of Housing and Landlord & Tenant legislation.
- Knowledge of rent recovery procedures, pre-action protocols and possession processes.
- Strong understanding of welfare benefits and financial inclusion.
- Knowledge of data protection and safeguarding requirements.
- Understanding of anti-social behaviour legislation and partnership working.

Skills
- Excellent communication and negotiation skills.
- Strong analytical and problem-solving ability.
- Ability to manage a demanding workload and competing priorities.
- High level of customer focus and professionalism.
- Strong IT skills and experience using housing management systems such as Civica, MRI, Orchard or equivalent.
- Ability to work independently while contributing effectively to a small, high-performing team.

Qualifications
- CIH Level 3 or Level 4 qualification in Housing or equivalent professional qualification (desirable).
- Membership of the Chartered Institute of Housing (CIH) (desirable).
- Experience of affordable housing management within an LLP or local authority environment (desirable).
- Experience of court attendance and enforcement action for rent arrears (desirable).