JOB DESCRIPTION Rent Recovery Officer ... - Eastlands Homes

JOB DESCRIPTION
Rent Recovery Officer
Reporting to
Rents Team Leader
Purpose
To deliver a high quality rent collection and arrears recovery service in full accordance with the
Association’s 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
Rent Recovery
1. Ensure that accounts are properly set up, maintained and accurately charged, making
adjustments where necessary.
2. 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.
3. Provide customers with accurate and appropriate advice and information about
amounts payable and the range of payment options available to them.
4. Ensure that any missing payments are traced and arrangements made to promptly
credit them to accounts.
5. Investigate credits on accounts and arrange for prompt repayment where appropriate.
6. Provide a responsive and efficient telephone enquiry service to customers.
7. Give advice, information and assistance to help customers claim and receive their full
entitlement to welfare benefits, in particular Housing Benefit.

8. Prepare basic financial statements for customers where needed.
9. Offer referral to a specialist advice agency to customers with complex financial
problems.
10. Promote effective working relationships with other agencies, including the Benefits
Agency and Manchester City Council Benefits Unit. This includes visits and telephone
calls to the Benefits Unit on a regular basis.
11. 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.
12. Ensure that contacts are made by the most appropriate means, and that each contact
represents the best way of achieving the right outcome.
13. Provide an accurate, effective and appropriate response to tenants’ enquiries about
their rent accounts, over the telephone, face to face or in writing.
14. 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.
15. Initiate or progress legal action where appropriate, within set timescales and according
to established procedures.
16. Provide relevant information and assist in the progressing and conclusion of legal
action as required.
17. Recommend legal action cases to the Rents Team Leader and attend and represent
the Association at court appearances on a regular basis.
18. Attend and Represent the Association when carrying out Evictions.
19. 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.
Customer Service
1. Communicate with customers politely, courteously and efficiently in writing, on the
telephone and face to face.
2. Comply with all service standards that are implemented within the Team and within
Eastlands Homes generally.
3. Support the Rents Team Leader and Neighbourhood Services Manager in identifying
and implementing service improvements.
4. Promote and actively participate in Customer Care and Quality Assurance initiatives,
and support initiatives to increase tenant involvement.

5. Service and respond to complaints procedures, and ensure that enquiries from elected
representatives are dealt with appropriately and within set timescales.
General
1. Provide cover for elsewhere in the Association, when required.
2. To promote and implement the Eastlands Homes Equal Opportunities policy in all
aspects of the post holders work and in dealings with outside bodies.
3. Comply with Eastland Homes’ health, safety and welfare policy and contribute to good
health and safety practice as appropriate.
4. Attend such training courses, conferences and meetings as required.
5. Undertake any other duties commensurate with the general level of responsibility of the
post.
6. There will be changing responsibilities over time as the association evolves to
undertake new areas of work and expand its range of services. As these changes
occur, this may result in the substitution of one function for another, the addition of new
areas of responsibility, or changes to the way functions are carried out..
Employee Signature:
Date:
Line Manager Signature:
Date:
Director Signature:
Date: