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 servicesOwn and oversee key processes including rent notifications, service charge estimates and actuals, sinking funds, major works accounting, and collectionsDevelop and maintain key policies including Service Charge and Income Collection policiesSet and monitor robust KPIs to drive performance and accountabilityRepresent Saffron at regional and national forums, enhancing our profile and influenceIdentify 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 collectionEnsure compliance with relevant legislation and regulatory requirementsWork closely with Finance to align budgetary controls and maximise income recoveryLead on the management and recovery of income exceeding £43mIdentify under-recovery risks and implement mitigation strategies
Leadership & People Development
Provide visible, values-led leadership across the serviceCoach, mentor and develop managers and future leadersBuild a culture of innovation, accountability, and continuous improvementEnhance organisational understanding of service charges, rent and income
Tenant Engagement & Service Improvement
Champion a resident-first approach and embed customer feedback into service improvementsDrive initiatives that enhance tenant engagement and satisfactionLead continuous improvement activity informed by performance data and complaintsWork 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 settingsExpertise in service charges, rent setting, and income collection across multiple tenuresStrong understanding of leasehold management, Section 20 processes, and managing agentsExtensive knowledge of housing legislation, including the Landlord & Tenant Act 1985 and Housing ActsExperience developing policies, leading change, and presenting to Boards or governance groupsProven track record of leading high-performing, customer-focused teams
What we offer
A senior leadership role with real strategic influenceThe opportunity to shape and modernise key servicesA collaborative, values-led organisational cultureThe 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
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