Abertay Housing Association Ltd.

147 Fintry Drive, Dundee, DD4 9HE. Tel. 01382 903545

Job Description

Job Title:Income Officer

Based at:Abertay Main Office,

147 Fintry Drive, Dundee, DD4 9HE.

Position reports to:Operations Manager (Housing)

Staff Responsibilities:None

Grade:Officer

Job Purpose:

To maximise the Association’s income through effective management of both current and former resident’s rent/service charge and sub-accounts. The income officer will be required to deal with a caseload and take the appropriate action in accordance with the Association’s arrears policies and procedures. This will involve ensuring tenants understand and meet their obligations in terms of payment of rent.

Whilst the job is a specialist role there will at times be a requirement to provide cover for the generic housing officers across all areas of housing management including voids, lettings, anti-social behaviour and tenant participation.

Key Responsibilities:

The post holder is responsible for ensuring:

  • Rent arrears levels are within agreed targets
  • Arrears cases are actioned in accordance with the Associations policies and procedures ensuring that clear and comprehensive notes are always recorded.
  • Decisions are made to ensure that cases are escalated through the stages at the appropriate time, including actioning cases requiring court action or where requested applications for evictions.
  • Agreements are made with residents to clear arrears, always trying to ensure that the maximum affordable amount is agreed and thereafter closely monitored.
  • That residents are encouraged to take responsibility for their Housing Benefit claim and that support is given to those considered to be vulnerable.
  • Residents are offered assistance of specialist money, benefits and other relevant advice when appropriate.
  • Initiatives are identifiedand implementedto assist in reducing arrears levels and to improve service delivery.
  • That suggestions for improving our services are being put forward.

  • Abertay Team working is being demonstrated and team goals are being met.

Guidance Notes- Income Officer

Key responsibilities and accountabilities examples

While the following lists of examples are not exhaustive, they will give the position holder an idea of the types of activities and level of responsibility expected of them within this role:-

SPECIALISTTASKS

Arrears Control

  • Monitor arrears cases weekly through the Association’s database
  • Exercise rent arrears control through visits, benefits checks, phonecalls, letters and texts. Contact opportunities to be maximised by working closely with the Technical team.
  • Advise tenants on Housing and Welfare benefits, ensure maximum benefit take up, and encouraging early contact when in difficulty.Liaise with the Welfare Reform Officer for appropriate referrals and visits.
  • Prepare and serve notice of proceedings.
  • Prepare reports for court proceedings, liaise with & instruct our solicitors appropriately and timeously and represent the Association in Court.
  • Ensuring pre-action protocol requirements are followed.
  • Prepare eviction reports for approval by the Operations Manager (Housing), Operations Director and Chief Executive.
  • Organise and attend evictions
  • Complete statistical information and where required reports, on a monthly, quarterly and annual basis including KPI reporting information and activity data.
  • Provide lead advice and guidance to the Housing Assistant (arrears) ensuring arrears policy and procedures are being adhered to and targets met.
  • Ensure refunds are made to former tenants where the account was ended with a credit balance.
  • Draft reports on current and former tenant arrears for the consideration of the Operations Manager (Housing).
  • Identify and implement initiatives to assist in reducing arrears levels and to improve service delivery.

GENERIC TASKS

  • Perform generic Housing Officer duties in areas such as:
  • Anti-social behaviour
  • Lettings
  • Void control
  • Tenant Participation
  • Assist with the administration of Abertay’s newsletter, Abertalk, and work with the Operations Manager (Housing) to ensure articles are produced timeously.

Customer Care

  • Implement all the Association’s policies and procedures correctly, timeously and effectively.
  • Deliver services that are good value for money.
  • Communicate effectively with customers and ensure complaints are responded to according to the Association’s policies and procedures.
  • Carry out visits, providing sound housing information and advice and dealing with issues as necessary.
  • Report any repair or neighbourhood issues identified during the course of other work to our customer service team.

Service Delivery and Performance

  • Work with the Operations Manager (Housing) in monitoring and evaluating performance, prepare reports and identify where improvements can be made.
  • Contribute effectively to the achievement of the Association’s objectives and targets.
  • Assist with the development, and review of procedures as required.
  • Prepare detailed reports for the Operations Manager (Housing) and Operations Director as required.

Working with Others

  • Represent the Associationas required – such as at meetings e.g. housing benefit, tenant participation.
  • Liaise effectively with other staff internally and externally.
  • Identify customer support needs and make referrals as required.

General

  • Act in accordance with the staff competency framework
  • Accept training and support to develop skills and knowledge to meet the association’s objectives.
  • Ensure your own safety and that of others by complying with health and safety legislation, policies, procedures and responsibilities.
  • Conduct yourself and all business activities in line with equal opportunities policies and procedures.
  • Perform any other duties as may be reasonably requested by the Operation Manager (Housing) or may be required by the needs of the business.

Declaration

I confirm that I have received a copy of this Job Description and accept the contents contained within.

Signed (employee):
Name: / Date: / ___/___/___
Signed (employer):
Name: / Date: / ___/___/___