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Rents Income Officer
Livewest
Manage rent collection, support tenants, negotiate payments and handle court actions.
9d ago
Junior (1-3 years)
Full Time
Exeter, England, United Kingdom
Hybrid
Company Size
792 Employees
Service Specialisms
Property Development
Construction Services
Project Management
Consulting
Design
Technical Services
Architecture
Engineering
Sector Specialisms
Residential
Affordable Housing
Community Support
Tenancy Sustainment
Customer Services
Property Management
Housing Development
Sustainability
Role
What you would be doing
revenue management
arrears monitoring
record keeping
eviction management
payment negotiation
complaint resolution
- Visit customers in their homes and respond to calls professionally.
- Maximise income from rents, service charges, and sundry debts.
- Monitor accounts to prevent arrears across a mixed tenure portfolio.
- Maintain accurate records across internal and external systems.
- Attend evictions and manage property possession processes.
- Collaborate with colleagues to ensure smooth account setups and affordability checks.
- Provide budgeting advice and assess customers’ financial circumstances.
- Advise on payment methods and support sustainable tenancies.
- Refer customers to internal or external financial support where needed.
- Stay up to date with benefit legislation and debt recovery methods.
- Negotiate payment plans and take recovery actions when necessary.
- Resolve customer complaints promptly and professionally.
- Prepare court paperwork and represent LiveWest in possession proceedings.
What you bring
customer service
debt recovery
social housing
cih qualification
ms office
negotiation
- Understanding and commitment to delivery of excellent customer service.
- Desirable: Knowledge of debt recovery procedures for housing related debt, including court case preparation and presentation.
- Desirable: Knowledge of current social housing issues and relevant legislation.
- Excellent interpersonal skills.
- Desirable: CIH relevant qualification, or equivalent expertise through study and experience.
- Desirable: Previous experience in a housing related role.
- Valid UK driving licence.
- Able to negotiate and liaise with customers and a wide range of internal teams and external agencies.
- Desirable: Experience of being part of a team in a performance monitored environment.
- Desirable: Knowledge of MS Office Suite and Income Management System.
- Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
- Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
- Family Support: Policies designed to help you balance work and family life, including a new child payment.
- Giving Back: Up to four paid volunteering days a year to support our communities.
- Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
- Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
- Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
- Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
- Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- not eligible for visa sponsorship; must have right to work in the uk
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Company
Overview
40 Years
Housing Heritage
The company has a rich history in housing, spanning over four decades across Cornwall to Gloucestershire.
40,000 Homes
Properties Managed
Manages a significant portfolio of residential properties across the South West region.
£1 Billion
Affordable Housing Fund
Committed to investing a substantial sum to drive future affordable housing initiatives.
5,000 Homes
New Affordable Developments
Aims to deliver thousands of new affordable housing units over the next five years.
- Born in March 2018 from the merger of Knightstone Housing and DCH, it carries over decades of housing heritage across Cornwall to Gloucestershire.
- It blends affordable rent, shared ownership, and private sale to fuel future development.
- Reinvests profits from private-sale homes into more affordable housing, sustaining thousands of construction and supply-chain jobs.
- Projects span supported housing for vulnerable groups through to contemporary shared-ownership developments.
- Specializes in residential development and management, maintaining an in-house property services team handling repairs, compliance, and upgrades.
- A standout initiative is its InFocus customer-scrutiny group, empowering residents to shape repair and service standards from the ground up.
- We are customer focused
- Seeking to understand our customers and their individual needs.
- Asking customers what solutions will work for them.
- Putting ourselves in our customer’s shoes.
- Doing what we say we will do.
- Building trust with our customers.
- Being fair, open, transparent and communicating honestly.
- Putting our energy into outcomes, not processes.
- Treating colleagues as customers too.
- We challenge convention
- Innovating and being creative.
- Embracing differing viewpoints.
- Questioning and encouraging constructive challenge.
- Trying out new ideas and promoting new ways of working.
- Learning, developing and improving.
- Being resilient in times of change and uncertainty.
- We deliver together
- Knowing that to provide homes we need to thrive as a business.
- Being inclusive.
- Treating everybody with respect.
- Making opportunities to collaborate with colleagues.
- Working together to constantly improve outcomes.
- Willingly sharing our expertise and supporting colleagues.
- Not wasting time or money.
- Celebrating success and learning from mistakes.
- Taking pride in working for LiveWest and its customers.
100% by 2028
Energy Efficiency Target
All existing homes to reach EPC C+ two years ahead of government targets.
99% of Homes
High Energy Performance
99% of new affordable homes achieved minimum EPC B, with some reaching EPC A.
£45M Investment
Energy Retrofit Programme
Investment to upgrade homes to meet EPC C standards by 2028.
8th National Rank
Sustainable Housing Provider
Ranked among the top sustainable housing providers in the UK.
- Committed to delivering new homes to EPC high B/low A with enhanced fabric-first approach.
- Installing infrastructure in new homes to accommodate future heat pumps; transitioning away from gas/oil heating toward electric systems.
- Targeting 20% paper consumption reduction over 12 months and 10% annual business mileage reduction over three years.
- Retrofitting 8,000 fuel-poor homes before 2028 under ‘Creating Greener Futures Together’ campaign.
- Pilot of electric vans and installation of EV chargers at depots and colleague homes.
- All three offices built/refurbished to BREEAM Excellent or equivalent; EV charging, zero-landfill waste policy; PV generation (~15,958 kWh last year).
- Early adopter of Sustainability Reporting Standard (SRS) for Social Housing; published Scope 1 & 2 emissions and Net Zero business roadmap in Oct 2022.
- Accredited SHIFT Gold for environmental performance, covering CO₂ emissions, water use, waste, climate response.
- Awarded Sustainability category at Exeter Property Awards for ambitious environmental steps.
Four Volunteering Days
Paid time off for community support
Employees are entitled to up to four paid days annually to support community initiatives.
£250 Referral Bonus
Monetary incentive for employee referrals
Colleagues can earn £250 for referring friends who are successfully hired.
- Colleague Equality, Diversity and Inclusion Group to challenge and deliver positive change.
- Race and Ethnicity Equality Network (REEN), Sexuality and Gender Equality group (SAGE), Disability group.
- Learning Bites webinars include diversity and inclusion topics.
- Annual colleague engagement survey and consultative body Team Voice include EDI input.
- No gender‑specific stats publicly available.
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