The Life of a Specialist Income Management Officer
By Terri Street, Specialist Income Management Officer
Ever wondered what goes on behind the scenes when tenants fall behind on rent? My role as a Specialist Income Management Officer often feels like detective work-piecing together information, asking the right questions, and figuring out how best to help. While legal action is sometimes needed, my job is far more than sending out letters; it's about understanding, supporting, and finding solutions.
The Investigation Begins
Once a tenant is four weeks in arrears, the Tenancy team hands the case to us. Before anything else, every tenant has a story, and it is important for us to understand it. Are they getting the right benefits? Do they struggle with mental health issues? Could other issues at home be stopping them from paying rent?
We work with the Tenancy and Support Services Team and the Housing Community Safety Team to offer help before taking any action. Finding out what support is needed takes time, but we want tenants to stay in their homes, and if they are talking to us and getting help, we won't take legal action where it is not needed.
The Conversation That Matters
Tenants are often invited to a Homeless Prevention interview, a safe space to open up about struggles they're facing with money, mental health, or anything else. We listen, advise, and provide budgeting support. We can also direct them to further support and make sure they are getting all the help they are entitled to.
If someone doesn't attend the interview or keep their payment arrangements afterwards, we keep them informed of their options by sending letters. If those letters are ignored, a pre-court action letter follows-laying out possible legal action. While these letters can seem intimidating, our goal is to be honest, not threatening.
A Knock on the Door
The next step is a home visit. I try to keep these visits warm and positive-I'm not there to judge but to help. I want tenants to feel comfortable and know that there's still time to resolve the situation.
The Last Resort: Court Action
If tenants continue to ignore our communications, we will take legal steps. Representing the Council in court requires confidence and lots of preparation-we handle all paperwork ourselves. Before reaching eviction, we conduct a final interview to see if we can still help. Life can be unpredictable, and we always urge tenants to talk to us-whether it's a new baby, job loss, bereavement, or a mental health crisis, we want to help.
Eviction: The Part No One Wants
Each eviction case undergoes a thorough review, with multiple levels of approval, to ensure we are making the right decision. When eviction is unavoidable, as Officers we need to attend. These moments are difficult, but I remind myself that I've done everything possible to prevent this outcome.
More Than Just a Job
My job has challenges, but I take comfort in knowing that I help many tenants access support, maintain stability, and prevent eviction. Many assume our role is only chasing arrears, but we're here to help, support, and find solutions.
If there's one thing, I want tenants to know, it's this: Talk to us. We're not the enemy-we're here to guide you through tough times and make sure you don't lose your home.