Head of Service Charges, Rent and Income

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 services
• Own and oversee key processes including rent notifications, service charge estimates and actuals, sinking funds, major works accounting, and collections
• Develop and maintain key policies including Service Charge and Income Collection policies
• Set and monitor robust KPIs to drive performance and accountability
• Represent Saffron at regional and national forums, enhancing our profile and influence
• Identify 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 collection
• Ensure compliance with relevant legislation and regulatory requirements
• Work closely with Finance to align budgetary controls and maximise income recovery
• Lead on the management and recovery of income exceeding £43m
• Identify under-recovery risks and implement mitigation strategies

Leadership & People Development

• Provide visible, values-led leadership across the service
• Coach, mentor and develop managers and future leaders
• Build a culture of innovation, accountability, and continuous improvement
• Enhance organisational understanding of service charges, rent and income

Tenant Engagement & Service Improvement

• Champion a resident-first approach and embed customer feedback into service improvements
• Drive initiatives that enhance tenant engagement and satisfaction
• Lead continuous improvement activity informed by performance data and complaints
• Work 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 settings
• Expertise in service charges, rent setting, and income collection across multiple tenures
• Strong understanding of leasehold management, Section 20 processes, and managing agents
• Extensive knowledge of housing legislation, including the Landlord & Tenant Act 1985 and Housing Acts
• Experience developing policies, leading change, and presenting to Boards or governance groups
• Proven track record of leading high-performing, customer-focused teams

What we offer

• A senior leadership role with real strategic influence
• The opportunity to shape and modernise key services
• A collaborative, values-led organisational culture
• The chance to make a meaningful difference to our residents

Additional information

This role is subject to a Basic Disclosure and Barring Service (DBS) check.