Leasehold Officer
14 hours ago
City of London
Job Purpose As a Leasehold and Managing Agent Officer at Eastend Homes, you will play a vital role in delivering a high-quality, customer-focused service to our leaseholders, shared owners, and freeholders. Reporting to the Manager, you will manage a diverse and complex range of homeownership matters including service charges, leasehold transactions, S20 notices, Right to Buy applications, and lease extensions. You will manage the Managing Agents to ensure they are fulfilling the terms of their agreement. You will work closely with internal teams — particularly Major Works, Resident Involvement, and Finance — to ensure transparency, collaboration, and delivery of services in line with best practice and regulatory standards. Central to your role is building trust with residents and empowering them to engage meaningfully in the management of their homes and communities, aligning your work with Eastend Homes’ values: • We Care – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks., • We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness., • We Are Improving – by using data, feedback, and learning to strengthen services. 1. Customer Service & Leasehold Management • Be the key point of contact for homeownership residents, ensuring a responsive, empathetic, and respectful service at every interaction, taking a right first time approach., • Provide clear, tailored advice on leaseholder rights and obligations, including responsibilities for repairs, service charges, and communal areas., • Manage and resolve complex leaseholder queries, complaints, and disputes with sound judgement, legal awareness, and strong negotiation skills, building trust in the process (We are Trusted)., • Ensure managing agents are adhering to their obligations, chasing returns and where required carrying out annual inspections. 2. Service Charge and Financial Accountability • Contribute to the preparation, calculation, and issue of annual service charge estimates and actual accounts, ensuring accuracy and fairness working closely with finance colleagues., • Investigate and respond to service charge disputes transparently and professionally, in accordance with the lease and NHF guidance., • Collaborate closely with the Major Works team to ensure leaseholders are properly consulted and billed in accordance with Section 20 legislation, maintaining open communication channels. 3. Major Works & Section 20 Consultation • Act as a key liaison between leaseholders and the Major Works team during the planning and delivery of capital works, ensuring clear, timely information is provided., • Support statutory consultation under Section 20 of the Landlord and Tenant Act, ensuring leaseholders are engaged and informed throughout the process., • Attend site visits, walkabouts, and resident briefings with the Major Works team as required, embodying our commitment to continuous improvement (We are Improving). 4. Leasehold Transactions & Legal Processes • Manage leasehold-related processes including:, • Right to Buy (RTB) and Right to Acquire (RTA) applications: processing within statutory timescales, instructing valuers and legal teams, issuing Section 125 offers, and guiding residents through their rights and responsibilities., • Lease Extensions: processing statutory and voluntary requests, liaising with legal teams and surveyors, and ensuring clarity and professionalism, authorizing leaseholder permission for works requests., • Staircasing and resales for shared owners and leaseholders., • Remortgage, subletting consents, and licence to alter applications., • Maintain high standards of accuracy and compliance with all legal requirements. 5. Dispute Resolution & Enforcement • Handle breaches of lease, subletting concerns, unpaid service charges, or anti-social behaviour in accordance with Eastend Homes’ procedures., • Use negotiation, mediation, and enforcement skills to reach fair and legally sound resolutions while maintaining positive resident relationships (We are Trusted)., • Liaise with legal services when formal action is required. 6. Resident Involvement, Communication & Governance • Work collaboratively with the Resident Involvement team to actively engage leaseholders and shared owners, ensuring their views and feedback are captured and heard., • Support and facilitate resident input into the Homeownership Panel, enabling meaningful resident participation in shaping policies, service delivery, and strategic decisions., • Promote transparency, co-production, and open dialogue in line with NHF and regulatory standards, reflecting our value We are Listening. All criteria below are essential unless marked as desirable. 1. Experience • Experience working in leasehold, homeownership, or housing management services., • Strong ability to negotiate, mediate, and resolve disputes constructively., • Confident working with financial information, legal documents, and consultation processes., • Proven ability to collaborate effectively with multidisciplinary teams., • Desirable: Experience working with Major Works teams and Section 20 consultation processes., • Desirable: Relevant housing qualification (e.g., CIH). 2. Knowledge Skills • Sound knowledge of leasehold law, service charges, Right to Buy, and lease extensions., • Excellent communication and interpersonal skills — confident dealing with sensitive or complex issues with empathy and professionalism., • Proficiency in Microsoft Office and housing management systems., • Desirable: Understanding of the National Housing Federation’s Code of Practice and sector best practices., • Committed to Eastend Homes’ values:, • We Care – empathetic and supportive in all resident interactions., • We Are Trusted – acts with fairness, transparency, and confidentiality., • We Are Improving – takes initiative, welcomes feedback, and strives for excellence., • We Are Listening – values resident voice and adapts approach based on need., • Able to work flexibly, including occasional evenings or weekends., • DBS clearance required.