Income Officers: their roles at Octavia

• Income Officers work to ensure the effective collection of rent, services charges and other income owed to Octavia by tenants. They work to support our tenants in paying their rent and through rent collection maintain our tenancies.
• They aim to provide an excellent customer-focused service for all Octavia tenants ensuring that tenants are aware of their responsibilities to pay their rent on time and regularly, and to advise on preventative action to be taken to stop them falling into arrears.
• Income Officers verify housing benefit claims to ensure prompt payment of rent and refer all new and transfer tenants for a welfare benefit check.
• Working with the Debt Counselling service, CHAS for all tenants who need help and advice on debt.
• They work in partnership with the Neighbourhood Team to ensure our best customer service to tenants.

Neighbourhood Officers: their roles at Octavia

• Neighbourhood officers are responsible for providing and effective and responsive tenancy management service to current and prospective tenants of the Association.  They aim to provide an excellent tenant-focused service for all Octavia tenants, ensuring that housing estates and properties are well managed and their environments are well maintained.
• Neighbourhood Officers work closely with tenants and other Statutory and Voluntary Agencies to address environmental and neighbourhood issues, ensuring tenancies are sustained.
• They develop local knowledge of the communities where Octavia operates, and establish partnerships to meet the needs of tenants and the community, taking a lead role in the Neighbourhood planning process.
• They liaise with customers to ascertain their views on service and to put forward suggestions for Octavia to respond to those views.They will investigate and respond to any complaints about service delivery.
• Neighbourhood officers identify and respond sensitively to all reports of nuisance, harassment and anti-social behaviour. They participate in regular estate inspections ensuring estates and blocks are maintained to high standards and take appropriate action against tenants who park illegally, drop litter, or vandalise property.
• Managing the housing management void process, Neighbourhood Officers aim to minimise the time a property is void, whilst ensuring a tenant-focused letting service.
• Consult with tenants over all decisions that affect them