Title:  Head of Income Services

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

Head of Income Services

Base location dependent on successful candidate

£80,669 - £93,406 per year plus Company Car or car allowance

37.5 hours per week

We have an opportunity for a Head of Income Services to join us within Housing Services. This role will manage the Income Team - a national team which covers all of England.

As Head of Income Services you will lead the development of quality income services to ensure the organisation maximises its income from customers through the management of income policy and practice and welfare advice services.

The role of Head of Income Services will include:

• Leading the delivery of a high quality, cost effective income collection, income maximization, arrears management and enforcement service to meet the needs of current, past and future residents
• Ensuring that Income Services achieves performance targets, service standards and regulatory compliance
• Managing organisational risk and reputation in relation a number of compliance activities
• Leading the effective management of all complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities to achieve customer service excellence
• Managing the recruitment, performance and development of quality employees

Skills and experiences:

• Degree, management qualification or relevant Professional qualification
• Chartered Institute of Housing level 5 qualification
• Proven experience of undertaking a similar role
• Proven experience analysing and diagnosing problems and implementing solutions
• Experience of managing projects with strong management skills
• This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving licence.

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits    

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays

• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

Role Salary is dependent on successful candidate’s home location/ local office base as below:

• London area - £88,735 per annum (rising to £93,406 after 12 months service and subject to satisfactory performance)
• South East region - £84,702 per annum (rising to £89,160 after 12 months service and subject to satisfactory performance)
• Elsewhere in the UK - £80,669 per annum (rising to £84,914 after 12 months service and subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date: 11 February 2026

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – housing.recruitment@sanctuary.co.uk

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at -  www.sanctuary.co.uk/join-our-team

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference.  We encourage and welcome applications from people from diverse backgrounds to support this mission.  We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.