Role Summary:

To support the Homeownership Manager and team to provide a professional housing management service to the Group’s expanding leasehold portfolio ensuring obligations of the leases and the statutory obligations of the applicable Acts are met. To deal with associated issues with leaseholders as detailed below.

Role specific responsibilities: 

Provide and maintain an effective administration system within the Homeownership Team, responsible for updating processes, standard letters and ensuring the Group’s leasehold policies and procedures are adhered to.

Process and respond to leasehold enquiries from solicitors and leaseholders, including Notices of Assignment and/or Charge, consents for alterations and sub-letting requests.

To make all the necessary changes to the housing databases and files.

Be the first point of contact for shared owners, leaseholders and freeholders, advising and dealing with queries regarding the leasehold housing/estate management service. Ensuring appropriate staff and third parties are involved as appropriate and escalating to the Homeownership Manager as required.

Support the Homeownership Manager with the setting of service charges, the administration process for collection and the recovery of rent and service charge arrears, ensuring legal obligations are met.

Work with other departments, in particular with Finance, Asset Investment, Development and Contracts & Compliance in the consultation of leaseholders’ preparation and administration of Section 20 notices, sinking funds, ground rents, service charge budgets and accounts.

Work with Asset Investment and Contracts & Compliance teams to ensure stock condition surveys and planned & reactive works are carried out in accordance with lease requirements.

Maintain and manage keys and key records for the leasehold and shared ownership portfolio.

Liaise with the Group’s different departments as required in relation to building insurance claims from leaseholders.

Be aware of and promote best practice in leasehold management.

Deal with Complaints in line with the Group’s policy.

Job General Information:

To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.

Recognise, respect, and promote the different roles and diversity of individuals.

To actively contribute towards the key performance indicators and professional standards.

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

To participate in training, attend other meetings, and staff events as required.

Be an effective member of your team, presenting a positive impression of your section and the Group.

Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.

Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.

Maintain awareness of budget requirements and value for money while delivering your role.

Consider and highlight any risk to the organisation or individuals whilst delivering your role.

Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.

This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.

This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

Required Education and Qualifications: 

GCSE or equivalent education.

Competent user of Microsoft Office packages.

Full driving licence is essential.

Required skills and competencies:

Administrative experience at a senior level, including the introduction and review of processes.

An understanding of leasehold and/or shared ownership housing would be desirable.

Experience in conducting surveys (Desirable).

Demonstrable achievements in improving services for customers (Desirable).

Demonstrable experience of organising and prioritising a busy workload.

A good understanding of relevant statutory legislation is desirable (Desirable).

Excellent written and verbal communication skills, communicating professionally, projecting a positive impact on recipients. 

Required Behaviours: 

Demonstrate resilience in pressured and stressful situations.

Good numerical and analytical skills.

Proven ability to organise and prioritise work, meet deadlines, work under pressure and handle a number of tasks simultaneously and accurately.

The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive improvement.

Able to analyse information and data logically and reach sound conclusions.

The ability to interact and build productive relationships internally and externally with a range of agencies including leaseholders and solicitors.

Excellent interpersonal skills including the ability to influence and persuade.

Able to demonstrate a proactive approach to resolving problems.