9am:
My first task is to run a report from our system to show information from the past week. This will show any rent owed to us from our tenants. I use this information to take action on arrears cases over the week ahead which includes issuing reminder and warning letters. Depending on the case, this may be legal action against tenants who repeatedly fail to pay rent.
11am:
Part of my role is to speak with tenants, this might be on the phone, in the office, or at their home. Today I will make arrangements for visits for later in the week – sometimes I will be able to resolve the situation on this contact. When I meet with tenants in their home this is aimed to establish an agreement with them about clearing their arrears. I normally carry out 10-15 meetings per week. Records of these meetings are kept on file and may be used if the case escalates. These files can be used as evidence in court.
1pm:
We can help tenants whose circumstances have changed to recalculate their Housing Benefit entitlement, and sometimes secure back payments which cover rent arrears. My afternoon is spent helping residents with Housing Benefit forms, and liaising with the service. One of the common reasons people cannot pay their rent is because they are not claiming benefits they are entitled to, it is much easier to help from an early stage. This time of year many tenants struggle to prioritise their debts, we can make referrals to money advice agencies through our Welfare Benefits Advisor.
4pm:
I complete paperwork for cases to be referred to our legal team. Any cases that are in a legal process will be monitored closely and could result in reinstatement of Housing Benefit, an agreement with a tenant, or further legal action.
Want to speak to someone about rent?
Call 0800 028 2 028 or 020 8613 4000 - press 2, email rent@lewishamhomes.org.uk or visit www.lewishamhomes.org.uk/rent
