Income Manager - Part time

Penge Churches Housing Association (PCHA) is seeking an experienced and resident-focused Income Manager to lead its income management service.

PCHA is a successful community-based housing association operating in and around the London boroughs of Bromley and Bexley. We own and manage approximately 700 homes, including properties managed through our partnership with the London Borough of Bromley.

This is a permanent, part-time position working approximately 21 hours across three days per week. The working days are flexible and negotiable. Agile working is available, with offices located in Penge and Bexley.

Reporting to the Head of Resident Services, you will manage two Income Recovery Officers and lead the delivery of a proactive, responsive and supportive income management service. You will be responsible for maximising income, reducing arrears and improving collection performance while supporting residents to sustain their tenancies.

You will oversee the management of current and former tenant arrears, service charges, recharges and other sundry debts. You will monitor performance against agreed targets, analyse arrears trends and introduce appropriate interventions to protect PCHA's income streams.

The role includes managing complex arrears cases and overseeing matters requiring legal action. You will prepare cases for court, work with legal representatives and ensure that all recovery action is lawful, proportionate and consistent with PCHA's policies and procedures.

You will provide expert guidance on income recovery, welfare benefits and income maximisation. You must be able to balance firm but fair rent recovery with an understanding of financial hardship, vulnerability and tenancy sustainment.

As Income Manager, you will lead, support and motivate the Income Team. This will include providing clear direction, holding regular one-to-one meetings, completing performance reviews and supporting staff development. You will create a positive and accountable team culture while addressing performance concerns appropriately.

You will use performance data and resident insight to identify risks, improve services and support informed decision-making. You will maintain accurate records, monitor income-related KPIs and produce clear and concise reports for senior management.

The postholder will respond professionally to complaints and service issues, ensuring compliance with the Housing Ombudsman's Complaint Handling Code. You will identify lessons from complaints and use these to improve policies, procedures and service delivery.

Other responsibilities include administering PCHA's hardship fund, building effective relationships with internal and external partners, improving income recovery systems and supporting the Head of Resident Services with policy and procedure reviews.

The successful candidate will have recent income management experience within social housing and up-to-date knowledge of housing legislation, welfare benefits and income recovery best practice.

You will need previous staff management experience and a demonstrable track record of improving rent collection, reducing arrears or strengthening team performance. Experience managing complex cases involving court, possession or other legal action is essential.

Strong Excel, data analysis and reporting skills are required, together with experience using housing or property management systems. You must have excellent communication, organisation and relationship-building skills and be confident handling challenging situations.

You should be able to work independently, manage competing priorities and take a professional, positive and non-judgemental approach to residents. A relevant degree or equivalent professional experience is required. A CIH Level 4 qualification or another relevant professional qualification would be desirable.

A full UK driving licence and access to a vehicle are required.

Benefits include:

Salary of circa £50,000 full-time equivalent
Flexible part-time hours
Agile working across Penge, Bexley and home
25 days' annual leave plus public holidays, pro rata
Two additional days at Christmas
10% employer pension contribution
Salary sacrifice scheme
Ability to buy or sell annual leave
Employee Assistance Programme
Contribution towards professional subscriptions and development
HSF Health Plan with Perkbox rewardsApplicants must submit a CV and supporting statement explaining how they meet the person specification and why they are interested in joining PCHA. CV-only applications will not be accepted.

The combined CV and supporting statement must not exceed eight pages and must use a minimum font size of 12.

Application deadline: 9am on Monday 14 September 2026