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PURPOSE OF THE JOB

* To be the first point of contact for tenants and their representatives in respect to all residential rent charges, arrears and queries.

* Negotiate repayment plans, determining which cases to escalate and take legal action on rather internally or through referrals to legal services.

* To be responsible for meeting targets and objectives which maximise rent collection, influencing monthly and annual collection performance and arrears reduction.

* To liaise and correspond with tenants, the court service, external solicitors, other tenant representatives, fraud and investigation services, representing the Council’s interests and providing a professional and responsive service.

* To adopt and promote modern ways of working, embracing new technology which improves the customer experience whilst creating efficiencies.

* To ensuring the Council’s reputation is protected and enhanced through a high quality, professional income collection service.

PRINCIPAL ACCOUNTABILITIES

Responsibilities

1. To ensure that customers are referred for debt counselling and welfare benefit advice and services that are appropriate to the customer needs and service requirements with a particular emphasis on assisting vulnerable tenants and/or signposting them to Local Support or external support agencies.

1. To take appropriate and timely action on rent arrears cases, closely monitoring and analysing accounts, working closely with relevant agencies and departments to provide sustainable and affordable debt repayments..

1. To agree arrears repayment plans after negotiating and evidencing a personal budgeting and affordability assessment with the tenant and their representatives. .

1. To refer tenants to Local Support for debt / money advice, maximising their income and benefits to pay their rent.

1. To take legal action against tenants who persistently breach their repayment agreements through serving of appropriate notices and following the legal process through to eviction.

1. To draft witness statements and prepare rent arrears cases for court which include, making applications for 6 year warrants, variation, stay, charging and restitution orders, re-entry and appeals.

1. To attend and represent the Council in Court presenting rent arrears cases and at all times adhering to court rules and protocols. Ensure complex cases are referred to Legal services with full information and supporting documentation.

1. To co-ordinate, attend and carry out all evictions scheduled on the grounds of rent arrears.

1. To develop joint working and relationships with other departments to improve the customer experience and help with resiloution of customer issues and complaints.

1. To liaise with Resident services to resolve tenancy issues that impact on rent collection such as illegal occupation, succession, fraud and property abandonment.

1. To operate and utilise systems for the administration of direct payments, for Universal Credit, Housing Benefit and Council Tax Support information.

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1. To contribute to local income management plans, support the Council’s modernisation agenda, including new technologies and mobile working.

1. To ensure that the role is undertaken and carried out with due regard to equal opportunities policies, procedures and best practice