Tenancy and Income Officer

Local Space Ltd London United Kingdom Development

Company Description

Local Space is a growing and dynamic HA of c 2500 homes based in East London with charitable status dedicated to delivering affordable and quality social housing to people on lower incomes to help them improve their quality of life.

We were established in 2006 and have an innovative approach to providing affordable homes. Working with a range of local authorities, our tenants and residents are at the heart of what we do.


Tenancy and Income Officer -  £32,000 pa plus car user allowance of £2,000 pa with annual Performance Related Bonus up to 5% of salary

The Operations Department is recruiting for a Tenancy and Income Officer to join our action-packed Housing Team.  Reporting to the Housing Manager you will play a vital role in assisting the team in the delivery of a comprehensive income and tenancy management service for more than 400 directly managed properties.  These are used primarily for homeless/working households and/or key worker properties with plans for future growth of our portfolios.  

You will be based at our head offices in Stratford, London home to our growing 32 staff members near the regenerated Olympic Park, Westfield Shopping Centre with its many lively restaurants and entertainment. 

We are committed to the continuous development of a culture of employee engagement and high performance, that reflects our values in the delivery of the services we provide. We were successfully re-accredited at Silver IIP status in April 2019 which demonstrates the value we put on our staff.

This role keeps you busy so resilience, problem-solving and a good attitude are just some of skills we are seeking from the right person.  

In return you will have a varied role, enhancing your skills and experience and learning new things. Having access to a car is essential and onsite parking at our offices is available.  We offer a good benefits package including a generous 27 holiday entitlement and pension scheme, performance related pay, learning and development opportunities and membership of our gold health and wellbeing plan.

If you demonstrate commitment to delivery of customer service for our stakeholders supporting our future focus on our customer experience, effective communication, teamwork, decision making, time management, motivation, problem-solving, critical thinking, and conflict resolution, we would really like to hear from you.


Job Purpose – duties and responsibilities 

  1. To assist the delivery of a comprehensive housing management service over a group temporary accommodation properties primarily for homeless/working households and/or key worker properties for employed customers.
  2. To ensure that Local Space’s income is maximised whilst also achieving the organisation's social objectives. This is achieved through the proper and effective management of current and former tenants rent/service charge and sub-accounts and taking appropriate action in accordance with Local Space’s current and former tenants’ arrears policies and procedures and representing Local Space at court in possession and other enforcement proceedings relating to arrears and other tenancy related matters.
  3. Be responsible for the supporting the delivery of a high quality, customer focused tenancy management and tenant involvement working with tenants, and other agencies, networking, arranging meetings to generate new and on-going tenants.

Key tasks

  1. Undertake day-to-day management of Local Space's directly managed and key worker portfolio to achieve effective tenancy and income management.
  2. Undertake the housing management responsibilities of the void and lettings process, minimizing the time a property is void whilst ensuring a customer focused letting service.
  3. Through close and regular contact with tenants, identify and assist vulnerable tenants/ at risk, in any way and pursue such actions with relatives and/or statutory/voluntary services required to deal with such problems. Providing appropriate support or referral to other relevant supported agencies and monitoring these services to enable the tenant to sustain their tenancy.
  4. Respond promptly and sensitively to all reports of a breach of lease, nuisance, and harassment, domestic violence anti-social behaviour in line with Local Space’s policies and procedures and current best practice, including practical assistance and support for victims.
  5. Representing Local Space at case conferences, external or internal meetings regarding leasehold matters and in court in possession and other enforcement proceedings relating to breaches of tenancy, current and former tenant arrears.
  6. Ensure all casework, including the preparation of legal paperwork, is of the required standard and prepared in an appropriate timescale.
  7. Verify tenancies in accordance with the sub-letting policy and conduct annual tenancy audits.
  8. Contribute as necessary to regular reviews of estate inspections and service charges, including carrying out post inspections of communal works carried out by the4 freehold owner (Section 20 works).
  9. To be proactive and work in partnership with the Scrutiny Panel , and other agencies to develop and promote resident participation, consultation and community development with the aim of meeting the needs of tenants and the community.
  10. Ensure tenants are effectively consulted or informed over decisions that affect them, including consultation with leaseholders on Section 20 works that Local Space carries out.
  11. Draw up effective liaison and partnership arrangements with other external agencies such as other RSL’s, the police, local authorities and voluntary agencies.
  12. Investigate and respond to complaints /correspondence/ informal comments about service delivery in line with customer service standards and KPI’s.
  13. To work with our assets team to maximize access to tenants for gas servicing appointments
  14. Ensuring customer information is collected, reviewed and monitored on a regular basis and that all communications are appropriate to customer needs.
  15. Dealing with incoming telephone queries, correspondence and interviews with internal and external customers regarding payment collection in line with the customer service charter standards.
  16. Ensure annual service charge demands are chargeable as outlined in the lease agreement.
  17. Ensuring all tenants receive rent statements on a quarterly basis and rent comparison information on an annual basis.
  18. Ensuring all tenants receive accurate rent review notifications in line with Local Space Rent Policy and legislative requirements.
  19. To undertake home visits and offer advice, assistance and support to tenants who are in arrears with a view to negotiating mutually acceptable repayment agreements.
  20. Keeping current and former tenant arrears levels within agreed targets through the proper and effective management of rent/service charge and sub-accounts.
  21. Progressing arrears cases in accordance with agreed policies and procedures, ensuring that clear and comprehensive notes are always recorded.
  22. Making decisions to ensure that cases are escalated through the stages at the appropriate time, (including actioning cases requiring court action or where requested applications for evictions and/or instructing Trace and Debt Recovery Agencies.
  23. Promoting the most appropriate payment method for current and former tenant, and update the system accordingly.
  24. Actively encouraging tenants to take responsibility for their Housing Benefit claim, Discretionary Housing Benefit and Universal Credit but give support to those whom are considered to be at risk.
  25. Ensuring that the expected Housing Benefit and payment cycle on the appropriate screen is updated as necessary.
  26. Ensuring that all agreements and actions are recorded on the appropriate screen.
  27. Submitting cases for write-off in accordance with agreed policies and procedures.
  28. Offering household debt and welfare benefits advice or refer cases to appropriate external agencies where appropriate.
  29. Promoting and role modelling the behaviours consistent with the Local Space values at all times; challenging unacceptable behaviour and recognising acceptable behaviour across the organisation.
  30. Preparation and presentation of high quality written reports – providing weekly/monthly quantitative and qualitative reports, collate and present performance data.
  31. Assisting with and coordinating the preparation of papers and meetings for Board meetings, panels, and committees.
  32. Contributing to the development of the Department and its operation to ensure the cost effective delivery of high quality services.
  33. Contributing to procedures, strategies, policies relevant to the Operations team to ensure continuous service improvement to meet the needs of customers, regulators and other stakeholders.
  34. Undertaking promotions and projects, which focus on specific areas and/or customers
  35. Ensuring that the service is in accordance with regulatory standards framework, contractual arrangements, good practice, Standing Orders, Financial Regulations and legislation.
  36. Fostering positive and productive working relationships with Board members, Forum members and colleagues and cooperating seamlessly with other departments as necessary.
  37. Working outside of normal office hours occasionally, as required to meet the needs of the service.
  38. In addition to the duties and responsibilities listed, the job holder is required to perform other duties commensurate with the scope and level of the role as assigned by the Senior Income Officer from time to time.


Other information

Your application should consist of a CV of no more than 3 sides of A4, and a supporting statement of just 2 sides of A4. Please complete the equalities form and the attached information sheet.

To find out more, please call Pamela David on 020 8221 4020 for an informal chat.


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Please provide two references. One reference should be from your current employer (where applicable)

Crimimal Convictions

Local Space wants to meet its commitment not to discriminate under the Equality Act 2010 to improve its recruitment. The organisation needs your help and co-operation to enable it to do this, but filling in this form is voluntary. The information you provide will stay confidential.

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