Leasehold Officer – AR

Job Details

Leasehold Officer

Service Area: Housing Services
Job Title: Leasehold Officer
Reports to: Housing Manager
Key Liaison: Legal Services, Leaseholders, Repairs Team and Council Officers

About the Role

We are looking for an experienced Leasehold Officer to join our Housing Services team. The successful candidate will be responsible for the day-to-day administration and management of leasehold properties, including service charges, major works, shared ownership properties, Right to Buy applications and leasehold income.

You will take ownership of leasehold property management, ensuring expenditure is correctly apportioned and accounted for, service charges are accurately administered and leaseholder accounts are effectively managed.

The role also involves providing a high standard of customer service, managing service charge arrears and ensuring compliance with relevant leasehold legislation and Council policies.

Key Responsibilities

• Administer and manage leaseholder service charges, including annual estimated and actual service charge accounts.
• Monitor leaseholder income and take appropriate action to recover outstanding service charge and major works arrears.
• Negotiate and monitor repayment arrangements with leaseholders in line with Council policies and procedures.
• Refer appropriate cases to Legal Services for recovery action and monitor progress.
• Maintain accurate debtor accounts, accounting records and control records.
• Produce regular reports on income collection and leasehold performance.
• Undertake Section 20 consultation, issuing notices and supporting information in accordance with legislation and required timescales.
• Liaise with the Repairs Team regarding Major Works Projects and associated leaseholder charges.
• Process and respond to applications requiring permission under the terms of a lease.
• Process Right to Buy applications, including carrying out fraud checks and liaising with the Council’s solicitors.
• Provide advice and assistance to leaseholders regarding leasehold matters, service charges and account queries.
• Respond professionally and promptly to complaints and enquiries from residents, Council staff, statutory agencies and external organisations.
• Maintain accurate written and computerised records of all casework and outcomes.
• Work closely with Tenant Participation Groups and encourage resident involvement and feedback.
• Identify and appropriately signpost vulnerable tenants and raise safeguarding concerns where necessary.
• Review and make recommendations for improvements to leasehold policies, procedures and working practices.
• Maintain effective working relationships with colleagues, external organisations and statutory and voluntary agencies.
• Keep up to date with relevant housing and leasehold legislation and Council policies.
• Participate as an active member of the Estate Management team and provide cover for colleagues when required.
• Attend internal and external meetings, including evening meetings where necessary.
• Escalate serious or contentious matters to the Head of Housing.

Essential Experience & Skills

• Demonstrable experience of working within Leasehold Services.
• Experience working in a customer-focused environment.
• Working knowledge of how to read and manage leases.
• Experience managing leaseholder accounts and service charges.
• Strong understanding of income collection and debt recovery processes.
• Competent IT skills, including Microsoft Word, Excel and Outlook.
• Accurate data entry and casework management skills.
• Ability to work effectively as part of a team.
• Ability to organise, prioritise and manage your own workload.
• Strong communication and interpersonal skills.
• Ability to deal calmly and empathetically with customers, including those with complex needs.
• GCSE Maths and English at grades A–C or equivalent.
• Full UK driving licence.
• Flexibility to work outside normal hours when required.

Desirable Experience

• Experience of service charge and major works arrears recovery.
• Experience processing actual and estimated leaseholder service charges.
• Knowledge of Right to Buy legislation.
• Experience using the Orchard Housing Management System.
• Knowledge of housing systems such as Nafn, Uniform and Locata.
• Experience identifying safeguarding concerns and signposting vulnerable residents.
• Business-use insurance on your vehicle.

What We’re Looking For

The ideal candidate will have a strong background in local authority leasehold services, with practical experience of service charges, arrears recovery, major works and lease management. You will be organised, financially accurate and confident dealing directly with leaseholders, while being able to work within legislation, Council policies and defined procedures.

A strong understanding of Section 20, Right to Buy and leasehold accounts would be particularly advantageous.