Job Profile

Job Title: Head of Income and Home Ownership
Reports to: Director of Housing and Neighbourhoods
Main Purpose: To lead income management services including service charges management and collection, and management of shared ownership and leasehold services.

Main Responsibilities

Line Management

  • To lead, motivate, inspire and manage the income collection, administration, financial inclusion and Home Ownership teams. 

In particular to:

  • To take a leading role in transforming, strategically developing and implementing the team’s work areas as directed by the Director of Housing and Neighbourhoods ensuring that a continuously improving and effective professional customer service is delivered.
  • Undertake recruitment and selection process for the team when required, and there is effective resource planning on an operational basis ensuring the right resources are in the right place at the right time.
  • To coach, train and develop the team to encourage them to maximise their potential.

Deliver an effective and efficient income management, service charge, financial inclusion and home ownership service

  • Ensure that a robust and assertive approach is taken to recovery of rent, service charges and sundry account / debt management, including maintenance recharges.
  • Establish a strong performance culture with stretching performance targets establishing emh homes as a high performer in the country, ensuring systems for monitoring and dealing with debt and payments are efficient and effective. 
  • Ensure residents and key stakeholders are continuously involved in monitoring and improving the service, including audits by the involved residents’ network and Scrutiny Panel.
  • Ensure residents are central to the service, and receive timely and effective housing, welfare benefits advice, financial inclusion support and information about other agencies that can help.
  • Identify communities or customer groups where rent debt is a significant risk or issue and develop and implement customer segmentation action plans to address this in conjunction with other relevant teams and external partners, ensuring diversity is embedded in the service.
  • Collaborate with neighbourhood, and estate services colleagues to ensure the clean set up of new residents’ rent and service charge accounts on letting, including maximising tenancy sustainability with proactive interventions.
  • Work with local authorities to collaborate under the Homeless Reduction Act, helping to eradicate homelessness and to minimise eviction levels.
  • Ensure there is a strong risk management and compliance framework abiding with regulatory obligations in the relevant regulatory standards.
  • Ensure all policies and procedures, and action plans and delivery are up to date, accurate and accessible.
  • Work with other heads of service under the transformation agenda to drive efficiency and deliver value for money for emh homes.

Relationship Management

  • Build and maintain strong strategic partnerships and working relationships with external partners, such as DWP, CAB’s, Credit Unions, leasehold valuation tribunals and Housing Benefit.
  • Be our expert on welfare reform, income management, financial inclusion, home ownership and leasehold management, and service charges.
  • Work closely with housing and neighbourhood services to ensure seamless customer centred services are delivered to residents and minimise duplication.
  • Present clearly to a range of audiences, including Boards, staff and residents’ meetings, external meetings and Court user forums.

Develop and implement strategic and operational strategies

  • Working with the Director to form longer term strategies and improvement programmes, and continually improve our approaches to income management, rents and service charges, and home ownership functions ensuring the service is kept abreast of legislations and best practice.
  • Lead on or be involved in the procurement and management of contracts relating to the service and group wide contracts as required, including effective management of services that impact on service charges.
  • Make the best use of your budget and staff resources through efficient and effective ways of working, utilising technology and transformational ways of working.
  • Maximise the use of external partners and commissioned services to deliver advice and support services to get better value for money for our customers.

Customer Service

  • Ensure that customer insight information is routinely updated and actively used to tailor service delivery, analyse access to services, and satisfaction measurement and planning for future service changes.
  • Ensure you and your teams are accessible to customers and that enquiries and customers expressions of dissatisfaction are dealt with in a timely manner.
  • Work closely with the customer contact service team to provide cohesive services with a one EMH team culture.

Leadership Responsibilities

  • As a member of the emh homes senior management team, support the Directors of emh homes in developing the organisational strategic directive and further the Group’s purpose and Business Plan. 
  • Lead and support staff to deliver the highest standards of performance and customer services, and promote a culture of openness, trust, creativity and personal responsibility.
  • Ensure that the teams you lead understand our vision and goals and how they contribute to achieving them. Deal proactively with issues that affect performance or morale.
  • Act as an ambassador, embodying and promoting the values, mission and objectives of emh both internally and outside the Group to enhance the organisation’s reputation as a partner, employer and service provider of choice, including working to the Nine principles.
  • Participate as required in Group wide initiatives and activities.

Budgets and financial control

  • Set, monitor and control viable budgets for your service.
  • Ensure there is effective financial monitoring and management of service charge budgets ensuring service charge income covers all costs, and non-recovery is minimised.
  • Ensure orders for goods and services and expenditure complies within your budget and with the financial regulations.
  • Identify ways to continuously maximise efficiency and value for money and ensure key contracts and services such as leasehold services, Service Charges and Right to Buy arrangements are effective and well managed.


  • Ensure working practices are effective, health and safety and safeguarding compliant, and demonstrate commitment to equality and diversity.
  • Drive continuous improvement and appropriate income management strategies in social housing and benchmarking to ensure the ongoing competitiveness of the services and to maximise benefits of innovations and new technologies.
  • Provide accurate, timely and well-presented information, data and sector intelligence to the Director of Housing, Executive Management Team (EMT) and Board.
  • Ensure a strong controls and compliance framework with quality assurance and auditing requirements and recommendations within the income management service.
  • Protect the confidentiality of all records in line with the Group’s practices and GDPR requirements.
  • Deputise for the Director of Housing, as appropriate.

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