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Income Collection Officer (Ref No. ICO/0522)

  • Closing Date: 01/07/2022 09:59

Income Collection Officer (Ref No. ICO/0522)

Full-time / Permanent

Salary: up to £32,000 per annum (depending on experience)

Located: Stockwell, London, SW9

About SW9 Community Housing

SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Network Homes.  Being a community-based organisation, we are seeking to recruit an experienced Customer Services Officer, with a focus on service delivery and a people-centre approach.  With a turnover of £9.3m, and rising, and in excess of £150million of inward investment provided by Network Homes over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey.

About the role:

The role is a pivotal role within SW9 Community Housing. It is to provide an outstanding comprehensive, high-quality customer effective and focused income collection and debt recovery service. Providing specialist advice on welfare benefits and debt budgeting, income maximisation, banking, and fuel poverty & debt advice to enable customers to successfully maintain their tenancy. 

Assist with tenancy sustainment of Tenancies that will include assessing current and potential residents prior to sign up for affordability for lettings and prevention of eviction.

About you:

  • Demonstrable experience of working within an office environment and in the role of an arrear’s management service or comparable financial / credit control background. Experience gained within social housing is advantageous
  • Experience of corresponding with County Courts, solicitors and advice agencies and presenting possession cases in court and attending evictions as necessary.
  • Highly developed IT skills including knowledge of Word and Excel and ability to write and run reports.
  • Awareness of legislation (including Leasehold) governing the recovery of rent arrears, housing benefit, welfare benefits, Data Protection Act relevant to rent recovery and debt counselling.
  • Knowledge and understanding of Welfare Reform including Bedroom Tax, Universal Credit and Benefit Cap and its impact on residents
  • Excellent analytical skills to identify a range of issues from information gathered
  • Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility
  • Excellent administrative skills to manage a diverse workload and ensure effective management of the patch
  • Ability to meet deadlines and plan and deliver a range of different activities
  • Able to work with minimal supervision, taking responsibility and action in complex or unfamiliar situations to ensure objectives are achieved
  • Ability to validate information and show attention to detail
  • Excellent interpersonal skills to support work with customers across a range of circumstances
  • Encourages respectful, positive and professional approach taking into account the needs of individuals
  • Strong verbal and written communication skills and the ability to adapt this approach for different audiences
  • Able to work outside normal working hours and to attend evening and/or weekend meetings.

Who we are:

  • A group of people who demonstrate integrity, respect, and teamwork
  • A group of people with passion, drive, and the courage to be different
  • A group of people committed to doing the right thing.

Our values define who we are. They are the fundamental beliefs of our social purpose. They guide our actions and behaviour. They influence the way we work as a team – and the way we serve our customers and engage with our stakeholders.

Every day, each one of us makes choices and decisions that directly affect the way we experience each other and the way our customers and stakeholders experience us. Our values give us confidence that we are using the same principles to help us make these decisions throughout our organisation.

SW9 works hard to acknowledge and celebrate individuals and teams within our organisation who consistently live our values and bring our purpose to life through their everyday behaviour, which in turn has a positive impact on our customers, community and stakeholders.

We want people who are energetic, flexible, passionate, forward thinking/innovative and creative. If you think you are the best person to help us create an even better service for our stakeholders, we want to hear from you.


When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer:

  • competitive salary
  • a defined contribution Pensions Scheme (employer match up to 8%)
  • 5 x annual salary life assurance cover
  • competitive annual leave entitlement
  • Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan)
  • employee assistance programme
  • excellent learning & development opportunities
  • staff discount scheme
  • a modern office and facilities

How to Apply:

Please read the Role Profile for full details of the role and apply by sending your updated CV, together with a supporting statement demonstrating how you meet the person specification.  You should return your application to recruitment@SW9.org.uk, ensuring you quote the Reference Number and Job Title.  Please ensure you read the Guidance Notes for candidates prior to submitting your application.

Additional Recruitment Information:

We do value every application we receive. However, due to the volume of applications we receive we are unable to acknowledge each application. We will only reply to those who have been shortlisted for interview. If you have not received a reply within two weeks of the closing date, regrettably your application was unsuccessful.

If you want to find out more about us at SW9 you can do so at:


Role Profile

Important information for candidates

About SW9 - Join our team