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Estelle Dior Agyei

@estelledioragyei

Message

Experienced Income Officer specializing in arrears recovery and tenancy sustainment.

United Kingdom

Message

What I'm looking for

I seek a role where I can lead arrears recovery and tenancy sustainment initiatives, drive process improvements, and work collaboratively to balance resident support with strong financial outcomes.

I am a results-driven Income Officer with over six years' experience in housing finance, rent arrears recovery, and tenancy sustainment, consistently delivering measurable arrears reduction and improved payment compliance. I combine strong case management, legal preparation for court proceedings, and collaborative working with residents, solicitors, and internal teams to secure sustainable payment solutions and reduce financial risk.

I have led projects including implementing a new rent collection system and streamlining financial operations, achieving notable outcomes such as a 20% reduction in debt and a 15% increase in payment compliance. I hold certifications in cybersecurity and project management, and I focus on balancing organisational priorities with resident support while ensuring compliance with housing legislation and policy.

Experience

Work history, roles, and key accomplishments

Current

Income Officer

Current

Wandle Housing Association

Nov 2024 - Present (1 year 2 months)

Manage rent recovery across a diverse housing portfolio, preparing legal evidence for court proceedings and delivering accurate arrears reporting while supporting service improvement projects and eviction processes in line with policy.

Arrears Management Tenancy Sustainment Legal Compliance Case Management Financial Reporting

Income Officer

Encompass LATC

Jun 2019 - Oct 2024 (5 years 4 months)

Delivered a targeted arrears recovery strategy achieving a 20% reduction in debt, led the introduction of a new rent collection system that increased payment compliance by 15%, and produced monthly arrears reports for senior stakeholders.

Arrears Management Rent Collection Project Delivery Reporting Tenancy Sustainment Stakeholder Management Process Improvement

Finance Operations Officer

Encompass LATC

Oct 2018 - Jun 2019 (8 months)

Streamlined invoice processing and supplier validation to improve accuracy and reduce delays, implemented coding checks that reduced reconciliation errors, and negotiated supplier contracts to deliver cost savings.

Invoice Processing Supplier Management Financial Reporting Reconciliations Contract Negotiation Process Improvement SAP

Income Officer

London Borough of Hammersmith & Fulham

Sep 2017 - Oct 2018 (1 year 1 month)

Managed rent recovery caseloads, negotiated repayment agreements and initiated legal enforcement, delivered staff training reducing errors by 20%, and prepared documentation for court proceedings in line with housing law.

Arrears Management Enforcement Training Delivery Case Documentation Tenancy Sustainment Compliance