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Manage rents and service charges

URN: INSHOU43
Business Sectors (Suites): Housing
Developed by: Skills CFA
Approved on: 29 Mar 2019

Overview

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.

Performance criteria

You must be able to:

  1. manage procedures for the setting of rents and service charges in accordance with relevant organisational and legislative requirements
  2. manage the collection of rents and service charges
  3. monitor the rent collection and arrears management functions to ensure organisational performance and customer service targets are met
  4. manage systems and procedures for recording information
  5. train colleagues in rent control and use of organisational rent IT systems
  6. advise colleagues on the relevant welfare benefit system and housing legislation
  7. minimise the amount and impact of rent arrears
  8. manage debt recovery procedures in accordance with relevant organisational and legal requirements
  9. produce management information and reports as required
  10. contribute to the development of policies and strategies to prevent and manage rent arrears
  11. contribute to the development of policies and strategies to improve the setting, payment and collection of rents and service charges

Knowledge and Understanding

You need to know and understand:

  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 to engage with customers to create a payment culture
  5. how to identify and respond to accounts which are in arrears
  6. the relevant organisational procedures for debt recovery 
  7. the tools and methods available to tackle rent arrears
  8. the relevant legal processes relating to rent arrears
  9. when to use a debt collection agency and how they operate
  10. the requirement for keeping electronic records in line with your organisational procedures
  11. how to develop and establish policies, strategies and procedures in relation to managing rents and service charges
  12. the limits of your own responsibilities and the consequences of operating outside these limits

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

06 Jan 2024

Validity

Current

Status

Original

Originating Organisation

Instructus

Original URN

ASTH411

Relevant Occupations

Housing Manager, Housing Officer, Housing Assistant, Housing Administrator, Lettings Negotiator, Revenue Officer/Assistant, Resident Involvement Assistant, Neighbourhood Assistant, Lettings Assistant, Repairs Assistant, Assistant Portfolio Manager (without portfolio)

SOC Code

4159

Keywords

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