Leasehold Officer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
The successful candidate will manage a patch of leasehold properties and provide a high-quality service to your customers, ensuring that that they are managed in accordance with the terms of their leases, transfer documents, legislation, and best practice. You will deal with all matters relating to the lease with a real focus on building relationships and resolving disputes, ensuring that risk is effectively managed.
We are looking for a responsive, customer focused person who is going to deliver value for money and great services to our leaseholders.
If you have detailed knowledge of leasehold management and have a flair for client communication and understand customer behaviour, you will be a success in this position.
Key Responsibilities
Leasehold Management
- To be the leasehold lead on any major works projects from the feasibility stage to the conclusion of the final account. Incorporating: residents’ meetings, Section 20 consultation, observations, repayment options and to generally oversee the project, representing the leaseholders’ views and ensuring that the project is fully compliant with the relevant legislation and codes of best practice.
- To provide support, guidance and training to the Leasehold Officers ensuring that a fully functioning team has clear goals and objectives directly linked to the Operational Plan and ultimately the Business Plan.
- Responsible for ensuring incorrect charges are adjusted, leading on the process, and providing guidance to the team and ensuring any lessons learnt are implemented.
- Ensuring that the Leasehold Officers respond to enquiries from homeowners or their legal representatives, in respect of their leases and associated obligations, in a timely and professional manner.
- Ensuring the Leaseholder Panel is fully serviced i.e., room bookings, agenda setting, presentations and minutes.
- To provide expert advice, support and assistance to other departments of SBHG and to provide information to other sections about compliance and our responsibilities under the terms and conditions of the lease.
Asset Management
- To work closely with Assets and Repairs identifying current and future planned works to produce accurate major works 5-year estimates, ensuring that we protect the landlord from any possible future challenges through managing and controlling risk.
- Undertake formal and informal s.20 major work consultation from feasibility stage to the conclusion of the works; To work closely and assist Assets and other departments to identify the need for formal consultation under s.20 in respect of qualifying works, protecting SBHA from any potential financial loss or legal challenges by making an informed decision based on risk and consultation triggers. Then to prepare and issue the relevant statutory notices ensuring they are in strict compliance and follow best practice, minimising the risk to SBHA of recovering due sums and the reputational risk of non-compliance.
- To collate and monitor all observations received and liaise with the instructing colleague to ensure that these observations are answered in accordance with statutory deadlines and that CX and CRM are updated accordingly; To attend and arrange contractor meetings with leaseholders, individually or collectively, outside of the statutory consultation to discuss any specific queries or concerns about the project.
- To ensure that s.20B notices (Landlord & Tenant Act 1985) are issued within 18 months of incurring the cost to comply with the statutory time limit.
Contract Management
- Hold our contractors to account to ensure they deliver a great service on SBHA’s behalf and manage the communication with leaseholders.
- To attend daytime and evening meetings with contractors and customers and to ensure that the housing systems are always updated.
- To assist leaseholders with building insurance queries and process liability claims where insurance claims are initially rejected, working closely with the repairs and insurance departments and external contractors as required.
- To liaise with the repairs department and contractors to ensure that complex repair issues are resolved in a timely fashion and that communication with leaseholders is regular and consistent.
Please see the job description for a full breakdown of the specific duties and requirements.
Skills and Behaviours
- The post holder will have previous experience working in a social housing environment with excellent customer care skills, both face to face, over the phone and in writing
- You will have previous experience working in a customer facing leasehold role, with a solid understanding of leases and responsibilities
- You will be able to demonstrate detailed knowledge of the relevant legislation specifically around statutory consultation and able to use it to support and advise our customers
- You will be adaptable to deal with changing priorities and pressures and you will have excellent time management skills to ensure that multiple deadlines are always met
Our mission
We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.
We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.
Our mission is social heart, business head, local impact.
Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.
Our values
Community focused
Caring
Accountable
Innovative
Why work for us
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