Rent Recovery Officer

To deliver a high quality rent collection and arrears recovery service in full accordance with the councils policies and procedures.
To provide an accurate, sensitive and responsive rent
account enquiry and information service. To assist in ensuring that income is maximised and arrears of rent and other charges are kept to a minimum.

DUTIES

Ensure that accounts are properly set up, maintained and accurately charged, making
adjustments where necessary.

Carry out a range of tasks in connection with new claims for Housing Benefit.

Ensure that claims are brought to an assessable state, with all documentation present and in order, before passing to the Benefits Unit for processing.

Deal appropriately with any validation or verification issues, which arise. Investigate cases of outstanding benefit
and take appropriate action.

Provide customers with accurate and appropriate advice and information about amounts payable and the range of payment options available to them.

Ensure that any missing payments are traced and arrangements made to promptly credit them to accounts.

Investigate credits on accounts and arrange for prompt repayment where appropriate.

Provide a responsive and efficient telephone enquiry service to customers.

Give advice, information and assistance to help customers claim and receive their full entitlement to welfare benefits, in particular Housing Benefit.

Prepare basic financial statements for customers where needed.

Offer referral to a specialist advice agency to customers with complex financial problems.

Ensure prompt and appropriate contact is made with customers who fall into arrears of rent and/or other charges.

At each contact correctly identify the problem and take
action appropriate to the circumstances to resolve it.

Ensure that contacts are made by the most appropriate means, and that each contact represents the best way of achieving the right outcome.

Provide an accurate, effective and appropriate response to tenants’ enquiries about their rent accounts, over the telephone, face to face or in writing.

At each customer contact record full details as a file note, case report or on the computer system as appropriate. Ensure such records are clear, accurate and concise.

Initiate or progress legal action where appropriate, within set timescales and according to established procedures.

Provide relevant information and assist in the progressing and conclusion of legal action as required.

Recommend legal action cases to the Rents Team Leader and attend and represent the Association at court appearances on a regular basis.

Attend and Represent the Association when carrying out Evictions.

Carry out the role of a Duty Officer for the Neighbourhood Services Team for 3.5 hours each week.

This role includes dealing with all aspects of housing management, such as Neighbour Nuisance, emergency rehousing, etc.