May 2014

Dear Applicant

Rent Income Officer

Thank you for your interest in the above role. Enclosed is the information you will
need to assist you in completing your application. To apply for this role you must
submit your current CV along with a supporting statement no longer than 2 sides of
A4. It would also be helpful if you would complete the equal opportunities monitoring
form. It is not mandatory to complete this, and the information is requested purely for
equal opportunities monitoring purposes, in line with our commitment to equality and
diversity.

Applications should be emailed to jobs@kctmo.org.uk or posted to the HR Team,

Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We
would suggest that you email your applications to us wherever possible, to avoid
delays.

If you have any queries, please contact the HR team on 020 8964 6088 or via
jobs@kctmo.org.uk

We look forward to hearing from you.

Closing date for applications: Friday 23rd May 2014

Interview: TBC

Yours sincerely

Katherine Hyde
Senior HR Advisor
Contents

Page

About Kensington & Chelsea TMO 3

Job description and person specification 4-8

Structure charts 9

Terms and conditions 10

Press advertisement 11

Further information about the KCTMO can be found at www.kctmo.org.uk.

About Kensington & Chelsea TMO

The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders
voted to take over the management and improvement of their own homes. We were
the first borough-wide tenant management organisation in the UK and the only
tenant led ALMO - a not for profit company providing landlord services to almost
10,000 homes in Kensington and Chelsea.

We employ about 200 staff in offices situated around the Borough and were awarded
three stars excellent prospects by the Audit Commission in 2006.

Over the last few years the TMO has undergone change in relation to its Constitution
and Board, and more recently, in relation to the Executive Team. A new Chief
Executive, Robert Black, joined the TMO in May 2009. Robert is committed to
developing and continuously improving the TMO, in partnership with the TMO Board,
residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range
of external stakeholders to ensure that the TMO makes a real difference by providing
excellent services and value for money.

This is an exciting time to join the TMO and to help shape the organisation in its aim
to become the best social housing landlord in London.

Further information on the TMO can be found at www.kctmo.org.uk

Job Description

Job Title Rent Income Officer

Directorate /
Department Operations / Neighbourhood Management

Reports to Rent Income Team Leader

Job Purpose To deliver an effective rent income collection and recovery service in
accordance with legislation, the TMOs policies, performance standards
/targets and customer satisfaction requirements.

Salary 28,224 - 32,253 per annum

Grade SO1/SO2

Hours 36 hours per week (Monday- Friday)

Location Network Hub & Blantyre Office

Responsibilities 1. To deliver an effective income recovery service by:

To maximise rent collection in line with targets by making arrangements

to recover rent arrears and to enforce related tenancy conditions.

To monitor tenants rent accounts and take prompt action to prevent the
accumulation of debt.

To provide advice on housing and other welfare benefits to tenants and

assist them in maximising income and benefit entitlement.

To reduce rent arrears on a continuing basis through the effective

enforcement of the rent arrears policy , procedure and systems.

To respond promptly and effectively to enquiries or complaints on rent

matters.

To assist vulnerable tenants with prompt and appropriate action and

advice, and liaise with other agencies and departments to ensure that
their needs are met.

To be responsible for preparing timely and accurate reports on arrears

cases.
 To attend Court, prepare all relevant Court papers, and represent the
TMO on individual arrears and possession cases.

To prepare eviction reports and represent the TMO at evictions to ensure

the successful repossession of properties.

To conduct interviews and/or undertake home visits to tenants in

connection with matters relating to rent payment and the recovery of
arrears.

To provide references to financial institutions and rent account

information for the purposes of Right to Buy.

To liaise with Neighbourhood Officers to ensure the delivery of

coordinated and efficient services to each resident.

To carry out the sign up of new tenancies so that the tenant is given
advice on what their responsibilities are in respect of rent payment as well
as any benefit and debt management advice that they may initially need.

To manage accounts for parking spaces, hardstands and garages,

including the administration of parking Direct Debits.

To pursue parking arrears, issuing refunds for overpaid charges, and

liaising with the Customer Services Parking Team regarding termination of
accounts.

2. Service standards

To maintain appropriate and accurate records to comply with statutory

and service-wide reporting requirements on performance issues.
Proactively monitoring and reporting to the Rent Income Manager in
respect of service delivery, performance indicators and targets.

To contribute towards the continuous review and improvement of

performance and customer care standards in line with the TMOs service
plan.

To share knowledge, learning and best practice with the team and to
maintain an up to date knowledge of procedures to assist in the briefing
and training of new staff.

To notify the Councils fraud team of suspected fraud cases.

3. Relationships and customer care

To work with other agencies and departments such as Housing Benefits,

the DWP, the Housing Advice Service Kensington and Chelsea (HASKC),
the Councils Tenancy Support Officers, solicitors and the Courts in
delivering an efficient and effective service.
 To adapt customer care to working practices through a customer- first
approach, ensuring that service users are treated with respect and
courtesy and experience an accountable service. To adhere to corporate
standards of customer care in respect of answering correspondence,
telephones and complaints.

To contribute towards the promotion of customer consultation,

involvement and participation.

To be responsible for Health and Safety activities applicable to the post

as set out in the TMOs policy statements.

To have a full understanding of the TMOs equal opportunities policy and

to demonstrate a commitment to its application.

To maintain up to date knowledge and application of IT systems and

applications.

To undertake any other duties as required by the TMO

Person Specification

Job Title: Rent Income Officer

Directorate / Department: Operations / Neighbourhood Management

Criteria Essential Desirable How

identified*

Experience and Knowledge of public sector A&I

Knowledge housing issues and law.

Knowledge of rent arrears A&I

issues.
Ideally, a Housing or
Public Administration
qualification.
Skills and Personal Ability to draft memos / T
Qualities letters and reports to a good
standard.

Ability to communicate and A, I & T

negotiate effectively with
residents, colleagues and
workers in other agencies.
 Ability to keep accurate A, I & T
records.

Ability to work with A, I & T

minimum supervision, show
initiative and make
decisions.

IT skills. T

Numerate T

The KCTMO Way Listens to others seeks A&I

Organisational Behaviours to listen first and question to
gain clarity before acting

Plans and organises work A&I

plans effectively so
exceeds targets and is self-
organised
A&I
Shows integrity integrity A&I
is acting with honesty,
openness and clarity, doing
the right thing for the right
reason, shows political A&I
awareness

Learns from mistakes

seeks to learn from actions, A&I
using feedback to improve
and shares learning with
others

Drives for results and A&I

commitments shows a
strong commitment to
making service
improvements and a
determination to achieve
positive service outcomes
for customers

Problem solves drives A&I

for outcomes rather than
focussing on problems,
proactive to resolve issues
and avoids escalation

Shows team working focus A&I

 shows commitment to
working with others and
across teams to achieve
results together, respecting
and valuing each other A&I

Shows customer focus

driven to provide excellence
in service and seeks to meet
the needs of customers,
seeks to engage residents A&I
and involve them.

A&I

* - Key

A = Supporting Statement
I = Interview
T = Test
Organisation Structure

Chief Executive

Executive Director Executive Office Executive Director Executive Director

of People and Manager of Operations of Financial
Company Secretary
Performance Services and ICT

Assistant Director Health, Safety and

Head of Customer
Performance Director of Assets Head of Supported of Neighbourhood Facilities Manager
Servicess
Manager and Regeneration Housing Management

Team Leader Head of Assistant Director of

Project Manager Customer Services Financial Services
Head of Capital Supported Housing Neighbourhood
Team
Investment Management North

Assistant Director of Head of Investment Rent Income & Head of ICT

Customer Services
HR Strategy Lancaster West
Team
Manager

Head of Assistant Director of

Communications
Head of Contract Neighbourhood Home Ownership
Manager
Management Management South
Resident
Engagement Business
Manager Improvement
Manager

Principal Project
Accountant Environmental
Services Manager

Policy and
Improvement
Manager

Complaints Team
 Executive Director
of Operations

Director of Housing

Neighbourhood Head of Customer

Head of Head of
Environmental Manager Lancwest Contact and Access
Neighbourhood Neighbourhood
Services Manager & Rent Income
(North) (South)
Manager

Senior Housing Housing Sundry Debys Rent Income Officer Rent Income Team
Estate Inspector Estate Inspector Handy Person Receptiionist
Officer Administrator Collector (Lanwest) Leader

Rent Income Team

Terms and Conditions

Salary

You will be paid monthly - on the 15th of the month - and your pay is to be credited to
your bank or building society.

Hours

A 36 hour week is worked, Monday Friday, but you will be expected to work the hours
necessary to discharge the duties of the position.

Annual leave

Your annual leave is dependent upon your conditions of service and length of
continuous service. The annual leave for this position is 28 days per annum and 31
days after 5 years service.

Probation

All employees have a standard probationary period of six months.

Season Ticket Loan

Interest-free season ticket loans are offered from six months service, which are paid
back in monthly instalments through the payroll.

Pension Scheme

The TMO is an admitted member of the Local Government Pension Care Scheme. The
scheme provides for an employee contribution of either 5.5% on annual salaries
up to 13,500, 5.8% on annual salaries from 13,501 - 21,000, 6.5% on annual
salaries from 21,001 - 34,000 or 6.8% on annual salaries from 34,001 - 43,000.
An additional contribution is payable by the employer.

Other benefits

Access to a health scheme, modern working environment and a range of learning and
development activities.
Advertisement
Kensington and Chelsea TMO is the first borough-wide housing organisation to give
residents a say in the management of their homes. With nearly 10,000 properties,
and a clear commitment to improving our services, we are looking for talented
people who share our vision for the future.

Rent Income Officer

Salary: 28,224 - 32,253 per annum
Location: The Network Hub & Blantyre Office

As part of a committed team, you will provide an excellent customer-focused tenancy

management service to our residents. By developing local knowledge and
establishing partnerships with other agencies, you will aim to meet the needs of both
our residents and the community. You will play a key role in improving the
environment in which our residents live.

As part of the Rent Income team, you will bring creative ideas towards delivering an
effective rent income collection and recovery service within the Royal Borough in
accordance with legislation, policies, performance standards and targets.

Monitoring our tenants rent accounts and providing prompt, appropriate action you
will aim to prevent the accumulation of debt and reduce rent arrears on a continuing
basis. Often dealing with vulnerable tenants, you will offer sound advice on welfare
benefits to ensure they are maximising their income and benefit entitlement.

Knowledge of public sector housing issues and law is essential, alongside an

understanding of rent arrears issues. Strong communication and negotiation skills
are needed to ensure effective liaison with both residents and colleagues. The ability
to prioritise and a confident, flexible approach is also a must. A proven track record
in income collection, including experience in presenting legal cases in Court is also
desirable.

In return we offer excellent training opportunities, membership of the local

government pension scheme and season ticket loan (after a qualifying period).

For an information pack please log on to our website www.kctmo.org.uk and click on
jobs.

Closing date for applications: Friday 23rd May 2014

Interview: TBC

The TMO is an equal opportunities employer

No Agencies Please

12