Job Description

Title: Housing Income Officer NB. The formal title for this role is Customer Account Lead

Contract Type: Full Time – 35 hours per week (multiple roles)

1x Fixed Term Contract 12 months

1x Fixed Term Contract 9/10 months

2x Fixed Term Contracts up to 6/7 months

Salary: Starting from £34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary) depending on experience.

Grade: 6

Reporting Office: London, Stratford or Manchester, Trafford (with occasional travel to West Ham Lane, Stratford for team collaboration)

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 27th July 2026 – 23:00

Interview Dates: Week commencing 10th August 2026

Start Date: 28th September 2026

Please click here for the role profile – Customer Account Lead.pdf

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

L&Q reserve the right not progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.

Join our Income Management Team at L&Q

This is an exciting time to join us. At L&Q, we’re reshaping how we deliver services and our Income Management Team is key to this transformation and as a Housing Income Officer, you’ll be right at the centre of it.

You’ll take ownership of a portfolio of accounts, working proactively to reduce arrears and maximise income. This is a fast-paced, contact role where you’ll be speaking with residents daily, negotiating repayment plans, and making confident decisions to progress cases.

It’s also a role where legal action is sometimes necessary, and you’ll play an active part in preparing and referring cases for court and attending hearings when required.

If this sounds like you, we would love for you to apply!

Your impact in the role:

* Managing your own portfolio of accounts, reducing arrears and minimising bad debt.

* Negotiating and agreeing repayment plans with residents, in line with policies and pre-court protocols.

* Supporting residents to maximise their income, including signposting to welfare, employment and money advice services.

* Attending court hearings when required

* Handling inbound and outbound calls in a high-volume environment.

* Taking appropriate action to recover debt, including serving notices and playing an active part in preparing court applications when required.

What you'll bring:

* Proven experience in customer service in a fast-paced, challenging environment.

* Excellent listening, influencing, and negotiation skills.

* The ability to stay calm and resilient in difficult conversations.

* Strong organisational skills, with the ability to prioritise and meet deadlines.

* Confidence in making sound, independent decisions.

* A strong background in debt recovery, arrears management, or income collection with an understanding of welfare benefits and how they impact residents (Desirable)

If you require any reasonable adjustments at any stage during this process, including application stage, please visit our career page to reach out.

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q – click here to read more.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us