Head of Income and Tenancy Sustainment
Maidenhead - with Flexible Working
Interim Contract - Initial Duration 3 months, Immediate Start 

About
A well-established registered provider with a clear social purpose, this organisation delivers housing and resident services across a diverse portfolio of tenures. With a strong commitment to financial inclusion and tenancy sustainment, it invests meaningfully in the wellbeing of its residents, not just their rent accounts. The income and welfare functions sit at the heart of how the organisation balances commercial resilience with genuine resident support.
This role sits within the Resident Services and Community department, reporting to the Assistant Director of Housing and Resident Engagement. It leads two specialist teams covering income recovery and welfare and benefits, with indirect responsibility for around ten officer-level posts. It''s a senior operational leadership position with real strategic weight, and the expectation to deputise at senior management level.

The Role
You''ll take ownership of income collection worth circa £53m per annum, shaping the strategy, performance culture, and day-to-day delivery of both the income and welfare and benefits services. This is a role where commercial accountability and resident outcomes are genuinely intertwined.

• Lead the development and implementation of the Income Collection and Financial Inclusion strategies, setting targets and annual action plans
• Drive performance across current and former debt, service charges, recharges, and utility accounts across all tenures
• Oversee the Resident Support Fund (circa £150k), ensuring fair, ethical prioritisation and demonstrable value for money
• Monitor and report on strategic progress to the Senior Leadership Team and Board
• Manage the external debt collection agency contract and oversee former tenant arrears recovery
• Lead on complex cases, Stage 2 complaints, and regulatory and legislative compliance
• Collaborate across asset management, finance, lettings, and a wide range of external partners including DWP, local authorities, and specialist support services

About You
You''re an experienced income management professional who understands that sustainable tenancies and strong collection rates aren''t in conflict, they''re the same goal.

• Proven track record in operational income management within social housing or a closely related sector
• Experience leading and developing specialist teams, with a strong emphasis on performance culture and staff progression
• Solid knowledge of welfare benefits, financial inclusion practice, and relevant housing legislation
• Comfortable presenting KPIs, reports, and strategic recommendations to senior leadership and Board level
• CIH Level 4/5 diploma or equivalent housing qualification (or working towards)
• Confident managing competing priorities across a broad stakeholder landscape, both internal and external
• A collaborative, resident-focused approach that balances empathy with accountability

For a confidential conversation about this position please reach out to Kieran Williams at Joshua Robert Recruitment.