Job Role
You’ll be part of the Home Ownership Department, reporting to the Home Ownership Manager.
Provide frontline housing management services and leasehold/shared ownership advice to existing and potential residents, residents groups or their representatives.
To be responsible as part of a housing management team for providing a responsive and proactive service to shared owners, leaseholders and freeholders in both general stock and retirement living sites.
Proactively work with agencies, our legal team, management companies and developers to ensure that our residents live in safe homes and have the services they require.
Key Duties
1. Lease Management
Process and progress applications from shared owners to purchase additional shares in their home, subject to the terms and conditions of their lease and in partnership with our legal representatives.
Lease Extensions
Check lease when a lease extension application is received. Organise RICS valuation and negotiate terms of the extension offer, working with legal representatives to complete within statutory timeframes.
General Lease Matters
Handle lease enquiries from shared owners and leaseholders, checking individual leases to provide accurate information in line with our service standards.
2. Property Sales
Process applications in line with Soha’s policy and with government regulation. Ensure all eligible applications are processed within statutory timeframes and once completed, register the transaction on the IMS (Homes England Information Management System).
Collate required information from Soha’s CRM and from individual departments in order to provide the legal management pack (LPE1) for all property sales. Work with legal teams, estate agents, surveyors and our internal sales team to ensure a fast and efficient service.
3. Housing Management
Arrears Management
Monitor all shared owner and leaseholder rent and service charge accounts. Contact all residents that fall into arrears following Soha’s internal process. Be aware legislative changes. Submission of court applications, preparing court bundles. Attend hearings and court proceedings as required.
Repairs and Maintenance
Accurately process Section 20 notices and ensure supporting information is issued to Home Owners by engaging with relevant teams. Manage resident consultations, ensuring notices are dispatched and responded to within statutory timescales.
Review individual leases to ensure repair enquires are correctly actioned.
Follow Defects policy and work with developers to ensure eligible repairs are fixed within agreed timescales.
4. Resident Engagement
Behaviour Management
Investigating and reviewing allegations of Antisocial or unwelcome behaviour. Follow Soha’s policies to ensure positive outcomes and involve internal and external agencies where required. Highlight resident welfare concerns by making safeguarding referrals to relevant organisations.
Residents meetings
Manage the relationship with our retirement living schemes arranging and attending quarterly meeting with a resident led agenda.
Attend in-person resident meetings as required, using home appointments or office-based meetings.
Tenancy Sustainment
Assist residents to ensure they are receiving all the financial support available to them by completing financial health check assessments and signposting external agencies.
5. General Duties
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Add new resident information to our CRM system and edit and update existing client data to ensure all data is stored correctly and safely.
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Stay updated on any changes in legislation related to statutory sales and suggest updates to policies and procedures to ensure compliance.
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Respond to enquiries for the Home Ownership team, providing accurate and detailed answers in a timely manner. Follow up on required actions quickly and efficiently.
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Assist with other tasks within the Home Sales & Ownership Service as needed to support overall service quality.
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Operate in line with Soha’s policies and procedures, highlighting concerns through line management.
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Contribute to achieving targets for TSM’s (Tenant Satisfaction Measures) and other KPI’s.
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Ensure accurate records are maintained of any actions, conversations, contacts and visits undertaken.
What you will need
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Ability to understand policies and follow processes
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Excellent organisational, planning, administrative, and people skills
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Methodical and organised, with the ability to use good judgment and think creatively
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Strong relationship-building skills with both internal and external contacts
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A positive, “can-do” attitude and a team player
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Previous administrative experience in a busy setting
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Awareness of how IT and systems can improve processes and workflows
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Full driving license.
It would be desirable to have
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Experience in the social housing sector or a property-related field
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Knowledge of statutory property sales
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Experience in leasehold or property management with a good understanding of property transactions and legal documents
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Understanding of property and conveyancing legal terms
All roles are subject to a basic DBS check
