Rent and Service Charge Manager

Job Purpose

The Rents and Service Charge Manager is responsible for the effective management, calculation, setting, and recovery of rents and service charges, ensuring compliance with legislation, regulatory requirements, and organisational policies. The role provides expert leadership to ensure income maximisation, accuracy, transparency, and value for money for residents.

Key Responsibilities

Rents and Service Charges

• Lead the annual rent and service charge setting process, ensuring compliance with:
  • Regulatory and statutory requirements
  • Government rent standards
  • Internal governance and approval processes
• Oversee the accurate calculation, apportionment, and consultation of service charges.
• Ensure service charges are transparent, fair, and represent value for money.
• Manage rent reviews, affordability assessments, and variations.

Income Management and Recovery

• Ensure effective systems and controls for rent and service charge collection.
• Monitor income performance, arrears, and recovery trends.
• Work closely with income collection teams to support effective recovery strategies.
• Oversee adjustments, recharges, and reconciliations.

Compliance and Assurance

• Ensure compliance with housing regulation, accounting standards, and best practice.
• Lead responses to internal and external audits relating to rents and service charges.
• Manage service charge disputes, complaints, and tribunal cases.
• Ensure policies and procedures remain up to date and legally compliant.

Financial Management

• Contribute to budget setting, forecasting, and financial planning.
• Monitor expenditure against service charge budgets.
• Work collaboratively with Finance to ensure robust financial controls and reporting.

Leadership and Management

• Lead, manage, and develop the rents and service charge team.
• Set objectives, manage performance, and support training and development.
• Foster a culture of accuracy, accountability, and continuous improvement.

Stakeholder Engagement

• Act as a subject matter expert for internal stakeholders.
• Support resident engagement, including explaining charges clearly and accessibly.
• Work collaboratively with housing, finance, asset management, and customer services teams.

Systems and Data

• Ensure effective use of housing management and finance systems.
• Drive improvements in data quality, reporting, and automation.
• Lead system changes or implementations related to rents and service charges.

Person Specification

Essential

• Significant experience managing rents and/or service charges in a housing or property environment.
• Strong knowledge of UK housing rent regulation and service charge legislation.
• Proven experience of managing and developing teams.
• Excellent numerical, analytical, and problem‑solving skills.
• Experience of financial monitoring, reconciliation, and budget management.
• Strong communication skills, including the ability to explain complex charges clearly.
• Ability to manage risk, compliance, and audit requirements.

Desirable

• Professional qualification or working towards (e.g. CIH, ACCA, CIMA).
• Experience of First‑tier Tribunal cases.
• Experience of systems implementation or transformation projects.
• Knowledge of social housing regulation and consumer standards.

Key Competencies

• Leadership and people management
• Attention to detail and accuracy
• Customer focus
• Financial acumen
• Stakeholder management
• Continuous improvement mindset

Values and Behaviours

• Commitment to fairness, transparency, and customer care
• Ethical and compliant approach
• Collaborative and solutions‑focused
• Resilient and adaptable