Leasehold & Shared Ownership Officer
Location: Evesham (with travel across our offices, schemes and developments as required)
Salary: £41,333
Full Time, Permanent
About the Role
We are looking for a knowledgeable and customer-focused Leasehold & Shared Ownership Officer to join our Housing team.
This is a fantastic opportunity for someone with experience in housing, property management or leasehold services who is passionate about delivering excellent customer service and helping residents understand and manage their leasehold and shared ownership responsibilities.
As the primary point of contact for our leaseholders, shared owners and freeholders, you will play a key role in ensuring the accurate management of service charges, leasehold administration and customer enquiries. You will work closely with colleagues across Finance, Property, Compliance and Customer Experience teams to deliver an efficient, compliant and customer-centred service.
What You'll Be Doing
Leasehold & Shared Ownership Management
- Manage a portfolio of leasehold, freehold and shared ownership properties.
- Act as the main point of contact for customers, providing clear advice and support on leasehold matters.
- Monitor compliance with lease agreements and coordinate the resolution of breaches where required.
- Administer processes including:
- Staircasing
- Subletting requests
- Assignments and transfers
- Lease variations
- Right to Buy and Right to Acquire applications
- Support legal processes including lease extensions and property re-sales.
- Maintain accurate customer and property records.
Service Charge Administration
- Support the preparation, calculation and issue of estimated and actual service charges.
- Respond to customer enquiries relating to service charges and major works costs.
- Investigate and resolve queries, providing clear explanations and supporting evidence.
- Raise invoices and administer service charge accounts.
- Monitor accounts and identify discrepancies or unusual trends.
- Support the recovery of service charge and major works arrears.
- Issue Section 20 consultation notices and ensure compliance with statutory consultation requirements.
Customer Engagement & Representation
- Deliver a responsive, empathetic and solution-focused service to residents.
- Manage complaints and contribute to service improvements.
- Attend resident meetings, consultations and scheme audits.
- Represent the organisation at resident meetings, tribunals and court proceedings where required.
Continuous Improvement
- Build effective relationships with colleagues, solicitors, surveyors, managing agents and other external stakeholders.
- Support the development of policies, processes and service improvements.
- Contribute to performance reporting, data analysis and service planning.
What We're Looking For
Essential
- Experience working directly with customers in a housing, property or related environment.
- Experience of leasehold management, service charges or property management.
- Knowledge of landlord and tenant legislation, leasehold regulations and Section 20 consultation requirements.
- Experience preparing, administering or explaining service charges.
- Strong communication skills with the ability to explain complex information clearly.
- Excellent organisational skills and attention to detail.
- Ability to manage competing priorities and work collaboratively across teams.
- Competent user of Microsoft Office and housing management systems.
- High levels of professionalism, integrity and customer focus.
- Commitment to equality, diversity and inclusion.
- Full UK driving licence and access to a vehicle insured for business use.
Desirable
- Level 3 Housing qualification or equivalent, or willingness to work towards one.
- Degree-level qualification in Housing or a related discipline.
- Training or qualification in service charge management or leasehold law.
- Experience interpreting leases, legal documents and financial information.
- Strong analytical skills and experience monitoring costs, budgets or accounts.
- Experience facilitating resident meetings or stakeholder consultations.
Closing date: 9am on Friday 21 August 2026
Interviews are expected to take place on 26 August 2026
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