Head of Service Charges, Rent and Income

Head of Service Charges, Rent and Income

Location: NORWICH - Hybird

About the role

Seeking an exceptional leader to join us as Head of Service Charges, Rent and Income. This is a pivotal senior role responsible for shaping strategy and delivering high-quality services across service charges, rent setting and income collection for over 7,000 homes, including tenants, homeowners, freeholders, and garages.

You will lead a high-performing team, ensuring that all income streams are maximised while remaining fully compliant, transparent, and customer-focused. This is an exciting opportunity to influence organisational strategy, drive innovation, and ensure our services align with evolving legislation and best practice across the housing sector.

Key responsibilities

Leadership & Strategy

Lead the strategic development and delivery of service charge, rent and income services
Own and oversee key processes including rent notifications, service charge estimates and actuals, sinking funds, major works accounting, and collections
Develop and maintain key policies including Service Charge and Income Collection policies
Set and monitor robust KPIs to drive performance and accountability
Represent Saffron at regional and national forums, enhancing our profile and influence
Identify and respond to legislative, regulatory, and sector changes

Operational & Financial Management

Oversee the full lifecycle of service charge and rent activity: setting, issuing, reconciliation, and collection
Ensure compliance with relevant legislation and regulatory requirements
Work closely with Finance to align budgetary controls and maximise income recovery
Lead on the management and recovery of income exceeding £43m
Identify under-recovery risks and implement mitigation strategies

Leadership & People Development

Provide visible, values-led leadership across the service
Coach, mentor and develop managers and future leaders
Build a culture of innovation, accountability, and continuous improvement
Enhance organisational understanding of service charges, rent and income

Tenant Engagement & Service Improvement

Champion a resident-first approach and embed customer feedback into service improvements
Drive initiatives that enhance tenant engagement and satisfaction
Lead continuous improvement activity informed by performance data and complaints
Work collaboratively with internal teams, residents, and external partners

About you

You will be a highly experienced housing professional with strong strategic, financial and leadership capability.

Essential experience & knowledge

Significant senior-level experience in social housing or local authority settings
Expertise in service charges, rent setting, and income collection across multiple tenures
Strong understanding of leasehold management, Section 20 processes, and managing agents
Extensive knowledge of housing legislation, including the Landlord & Tenant Act 1985 and Housing Acts
Experience developing policies, leading change, and presenting to Boards or governance groups
Proven track record of leading high-performing, customer-focused teams

What we offer

A senior leadership role with real strategic influence
The opportunity to shape and modernise key services
A collaborative, values-led organisational culture
The chance to make a meaningful difference to our residents

Additional information

This role is subject to a Basic Disclosure and Barring Service (DBS) check.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people