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As a Home Ownership Officer, you will be responsible for providing comprehensive services to our Home Owners, covering aspects such as income and tenancy issues. This role is crucial in managing leaseholder service charge accounts, ensuring compliance with legislative and regulatory requirements, and enhancing customer satisfaction through excellent service.
Day-to-day of the role:- Annually review leaseholder service charges in consultation with Asset Management and other teams, providing annual accounts to all leaseholders.
- Manage leaseholder service charge accounts, agree on payments, and monitor arrears, including shared ownership arrears.
- Attend and provide evidence at First Tier Tribunal as required.
- Support the annual audit of service charge accounts.
- Participate in leaseholder involvement meetings or community meetings with customers and partner agencies.
- Set up payment arrangements and handle customer enquiries.
- Provide support for staircasing and home ownership sales.
- Update policies and procedures to align with current legislation.
- Generate reports and statistics on all aspects of home ownership and income management.
- Respond to solicitors on Leasehold Enquiries concerning leasehold and shared ownership sales.
- Conduct Section 20 consultations, advising other teams and preparing/despatching necessary paperwork.
- Set service charges for new builds in liaison with the Development team.
- Manage arrears and set up arrears agreements.
- Good knowledge of relevant legislation, including Section 20 consultation.
- Exceptional customer service skills with a proactive and creative approach.
- Proficient in Microsoft Word and Excel.
- Strong numerical skills and the ability to interpret and explain financial calculations.
- Ability to think strategically and work effectively with colleagues across the organisation.
- Excellent time management skills with an organised approach to managing a property portfolio.
- Must hold a driving licence and be able to use your own car for work purposes.
- Knowledge of conveyancing.
- Understanding of people’s needs, including safeguarding, emotional, and mental health issues.
