Job Purpose
The Leasehold Officer is responsible for delivering an effective, efficient, and customer-focused leasehold and service charge management service across Council-owned housing stock. The role focuses on managing leasehold, shared ownership, and service charge accounts, ensuring the timely collection of housing-related income, preventing arrears, and supporting customers to sustain their tenure. The postholder will work closely with residents, internal teams, legal services, and external agencies to resolve account issues, recover outstanding debt, and provide advice on financial assistance and housing-related obligations.
- Manage a portfolio of leasehold, shared ownership, and service charge accounts, ensuring accurate administration and effective income collection.
- Monitor accounts, identify arrears at an early stage, and take appropriate recovery action in line with policies and procedures.
- Negotiate and agree sustainable repayment arrangements with customers, taking account of individual financial circumstances.
- Provide advice and guidance on service charges, leaseholder obligations, welfare benefits, Universal Credit, Housing Benefit, and other financial support available to residents.
- Maintain accurate customer records, account notes, payment arrangements, and recovery actions using housing management systems.
- Liaise with legal services to establish new leasehold agreements, progress debt recovery cases, and support legal enforcement where necessary.
- Prepare and serve statutory notices, recovery documentation, and court papers in accordance with relevant legislation and procedures.
- Represent the organisation at court hearings and support legal proceedings relating to unpaid housing charges and lease enforcement.
- Calculate, review, and administer service charges, direct debits, account adjustments, refunds, and other leasehold-related financial transactions.
- Identify vulnerable customers and work collaboratively with internal teams and external agencies to provide appropriate support and tenancy sustainment solutions.
- Build positive relationships with residents and stakeholders, delivering a high standard of customer service through a range of communication channels.
- Support continuous service improvement by contributing ideas, sharing knowledge, and maintaining awareness of housing legislation and best practice.
- Experience working within social housing, leasehold management, service charges, income management, or housing-related debt recovery.
- Experience managing arrears, debt collection, and enforcement processes.
- Experience supporting customers experiencing financial hardship or vulnerability.
- Understanding of housing legislation, leaseholder responsibilities, and landlord obligations.
- Strong customer service, communication, negotiation, and problem-solving skills.
- Ability to manage a varied caseload, prioritise workloads, and meet deadlines.
- Good numerical, written, and IT skills.
- Experience maintaining accurate records and working with confidential information in line with data protection requirements.
- Educated to GCSE level (or equivalent), including Maths and English.
- Ability to travel as required for the role.
- Experience within leasehold and service charge administration in a local authority or social housing environment.
- Knowledge of welfare benefits, Universal Credit, and Housing Benefit.
- Experience attending court or managing legal recovery processes.
- Experience using housing management systems such as NEC Housing or CX.
- Housing qualification (NVQ Level 3 or above, or equivalent) or working towards one.
- Full UK driving licence and access to a vehicle for business use.
- Contract Length: Initial 3-month assignment with potential extension.
- Hours: 37 hours per week.
- Location: Hybrid working. Office attendance required 2–3 days per week initially. Base location can be Richmond, Harrogate, or Selby.
- Pay: Bi-weekly payments.
