Senior Housing Income Officer

Title: Senior Housing Income Officer

Contract Type: Permanent, FT, 35 hours

Salary: Starting from £35,951 per annum (London weighted salary) or £32,188 per annum (Regional salary)

Reporting Office: London, Stratford or Manchester, Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 22nd October 2025

Interview Dates: 3rd November 2025

(Role Profile - please note that for advertising purposes the role is known as Senior Housing Income Officer but within the business the role is known as Senior Customer Account Lead)

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Income Management Team at L&Q:

Our Income Team play a vital part in reducing arrears, sustaining tenancies and maximising income. As a Senior Housing Income Officer you will bring your experience in income collection and arrears management to a role where no two days are the same.

You'll manage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast-paced, high-volume role where your decisions directly impact residents and help reduce arrears.

If this sounds like you, we would love for you to apply!

Your impact in the role:

• Manage accounts from the start of tenancy through to enforcement action, including preparing and referring cases for court.
• Work proactively with residents to agree tailored payment plans, provide support referrals, and help sustain tenancies.
• Handle a high volume of inbound and outbound calls in a fast-paced contact centre, alongside written communication.
• Make confident, informed decisions to progress cases in line with L&Q's Income Collection policies and pre-court protocols.
• Demonstrate resilience and empathy, balancing supportive engagement with firm action to reduce arrears.

What you'll bring:

• Experience of debt recovery and managing cases through the full arrears lifecycle, including legal protocols.
• Strong analytical and decision-making skills, with the ability to calculate payments accurately and act decisively.
• Excellent communication and negotiation skills, with proven experience of handling sensitive customer situations.
• Outstanding organisation and time management skills to meet KPIs and multiple deadlines.
• A collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions.

If you require any reasonable adjustments at any stage during this process, including application stage, please email us.

About L&Q:

We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.

At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.