Parkside Recruitment
This job has been posted for more than 30 working days and has expired.

Rent / Voids Housing Officer

Our client based in Staines upon Thames require a Rental Officer to assist team.

  • Ensure that customer accounts are properly set up, maintained and accurately charged, making adjustments where necessary.

  • Carry out a range of tasks in connection with new claims for Housing Benefit.

    Ensure that claims are brought to an assessable state, with all documentation present and in order, before passing to the Benefits Unit for processing.

    Deal appropriately with any validation or verification issues, which arise.

    Investigate cases of outstanding benefit and take appropriate action.

  • Provide customers with accurate and appropriate advice and information about amounts payable and the range of payment options available to them.

  • Ensure that any missing payments are traced and arrangements made to promptly credit them to accounts.

  • Investigate credits on accounts and arrange for prompt repayment where appropriate.

  • Provide a responsive and efficient telephone enquiry service to customers.

  • Give advice, information and assistance to help customers claim and receive their full entitlement to welfare benefits, in particular Housing Benefit.

  • Prepare basic financial statements for customers where needed.

  • Offer referral to a specialist advice agency to customers with complex financial problems.

  • Promote effective working relationships with other agencies, including the Benefits Agency

and local Benefits Unit.

This includes visits and telephone calls to the Benefits Unit on a regular basis.

  • Ensure prompt and appropriate contact is made with customers who fall into arrears of rent and/or other charges.

    At each contact correctly identify the problem and take action appropriate to the circumstances to resolve it.

  • Ensure that contacts are made by the most appropriate means, and that each contact represents the best way of achieving the right outcome.

  • Provide an accurate, effective and appropriate response to tenants' enquiries about their rent accounts, over the telephone, face to face or in writing.

  • At each customer contact record full details as a file note, case report or on the computer system as appropriate.

    Ensure such records are clear, accurate and concise.

  • Initiate or progress legal action where appropriate, within set timescales and according to established procedures.

  • Provide relevant information and assist in the progressing and conclusion of legal action as required.

  • Recommend legal action cases to Housing Service Officer.

Customer Service

  • Communicate with customers politely, courteously and efficiently in writing, on the telephone and face to face.

  • Comply with all service standards that are implemented within the Team generally.

  • Support the Housing Services Officers and Head of Housing in identifying and implementing service improvements.

  • Promote and actively participate in Customer Care and Quality Assurance initiatives, and support initiatives to increase tenant involvement.

  • Service and respond to complaints procedures, and ensure that enquiries from elected representatives are dealt with appropriately and within set timescales


  • Provide cover for elsewhere in the Association, when required.

  • To promote and implement the Equal Opportunities policy in all aspects of the post holders work and in dealings with outside bodies.

  • Comply with health, safety and welfare policy and contribute to good health and safety practice as appropriate.

  • Attend such training courses, conferences and meetings as required.

  • Undertake any other duties commensurate with the general level of responsibility of the post.

  • There will be changing responsibilities over time as the association evolves to undertake new areas of work and expand its range of services.

    As these changes occur, this may result in the substitution of one function for another, the addition of new areas of responsibility, or changes to the way functions are carried out.


Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.

Parkside Recruitment is an Equal Opportunities Employer.