Manage rents and service charges

This standard is about managing rents and service charges.  This includes managing rent accounting processes and administering debt recovery procedures with the aim of sustaining tenancies.

You should operate within housing sector requirements of each devolved nation.

---

1. collate details of all current lease agreements
2. manage procedures for the setting of rents and service charges in accordance with relevant organisational and legislative requirements
3. maintain the financial records and budgets
4. manage the collection of rents and service charges in accordance with set timescales
5. identify regular late payments and payments long overdue
6. monitor the rent collection and arrears management functions to ensure organisational performance and customer service targets are met
7. manage systems and procedures for recording information
8. train colleagues in rent control and use of organisational IT systems for managing rents and service charges
9. advise colleagues on the relevant welfare benefit system and housing legislation
10. minimise the amount and impact of rent arrears
11. manage debt recovery procedures in accordance with relevant organisational and legal requirements
12. produce management information and reports as required
13. contribute to the development of policies and strategies to prevent and manage rent arrears
14. contribute to the development of policies and strategies to improve the setting, payment and collection of rents and service charges

---

1. the relevant legal requirements of your organisation and of your customers with respect to the setting, payment and collection of rents and service charges
2. your organisational procedures and policies for managing, setting, paying and collecting rents and service charges
3. the implications of the welfare benefit system relevant to your customers
4. how service and lease costs may increase over time
5. the importance of explaining the service and lease costs changes to customers
6. your organisation’s budgets and financial records in relation to managing collection of rent and service charges
7. the methods of dealing with late payments and payments long overdue
8. how to engage with customers to create a payment schedule  
9. how to identify and respond to accounts which are in arrears
10. the relevant organisational procedures for debt recovery
11. the tools and methods available to tackle rent arrears
12. the relevant legal processes relating to rent arrears
13. when to use a debt collection agency and how they operate
14. the requirement for keeping electronic records in line with your organisational procedures
15. how to develop and establish policies, strategies and procedures in relation to managing rents and service charges
16. the limits of your own responsibilities and the consequences of operating outside these limits
17. your organisation’s appeals and complaints procedures
18. the role of Housing Ombudsman in relation to handling complaints
19. your organisation’s procedures for dealing with problems identified by customers
20. your organisational customer service standards and equality and diversity policy
21. the relevant nation-wide and nation-specific legislation and regulations in the housing sector

---

---

---

---

---

---

---

---

---

---

1

---

2031

---

Current

---

Original

---

Instructus

---

INSHOU43

---

Housing Advisors, Housing Manager, Housing Officer, Housing Support, Supported Housing Officer, Housing Strategy Officer, Housing Assistant, Housing Administrator, Assistant Housing Administrator, Housing Support Officer/Assistant

---

4159

---

property; investigating; dealing; breaches; accommodation; tenancy; licence; leaseholder; agreements; customers; documentation; safety; support; legislation; equality; diversity; safe; organise; rent; services; managing; accounting; processes; administrating; debt recovery; sustaining tenancies

---