Leasehold and Tenancy Services Officer - Riverside Group : Job Details

Job Title: Leasehold and Tenancy OfficerContract Type: PermanentSalary: £41,446.00 per annumWorking Hours: 35 hours per weekWorking Pattern: Monday to FridayLocation: Arlington London (Hybrid) If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.We are currently recruiting for a number of these vacancies and due to location, some of these will require access to a vehicle.The difference you will make as a Leasehold and Tenancy OfficerYou will provide a customer focused account management service to all Home Ownership customers (including market and intermediate rent properties) across the London region, ensuring the contractual obligations as defined in individual leases and tenancy agreements are conducted in line with legislative requirements and compliance and Group standards.The role will require you to manage the end-to-end residential lettings process for Home Ownership, including sourcing of suitable tenants, carrying out referencing and financial checks, preparing accurate and compliant tenancy agreements and completing end of tenancy and void activity. This will include ensuring service charge financial activity is conducted effectively including budget planning, the service.About youWe are looking for someone with a proven track record of delivering a high quality customer service function, preferably in the housing sector including effective stakeholder management, both internally and external to the organisation. We require someone who also has a proven track record of successfully solving difficult problems and demonstrating initiative to proven activities.Why Riverside?At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.Working with us, you’ll enjoy:•  Competitive pay & generous pension •  28 days holidays plus bank holidays • Flexible working options available• Investment in your learning, personal development and technology•  A wide range of benefitsDiversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. This role also falls under our Ethnic Diversity guaranteed?interview scheme. If you are Ethnically Diverse and demonstrate?you meet the minimum criteria?for the role you will be guaranteed an interview.?? Role Profile

Undertake the role of Account Manager for shared ownership, leasehold and assured short hold rent customers; including commercial properties (if required), advocating for the customer and ensuring services provided by the Group are delivered efficiently and in line with cost, quality and compliance standards.

Support the Group Compliance function to ensure our buildings are safe. Proactively engaging with customers to inform them of their role and provide customers with relevant information.

Lead, motivate and engage with site-based Caretakers (where applicable) to ensure the delivery of a high-quality service to support Home Ownerships strategy and objectives.

Maintain knowledge of leasehold legislation and technical aspects of all varieties of lease agreements to ensure escalated and complex queries are resolved effectively.

Take appropriate action to enforce the terms of the tenancy or lease, including resolution of low level anti-social behaviors and unauthorised sub-letting.

Accountable for maximising and increasing income collection, working in partnership with Shared Service colleagues to ensure good payment practices are established from start of tenure, supporting customers including signposting for advice and carrying out home visitsduring the arrears pursuance process.

Support with the co-ordination of court cases and First Tier Tribunals including providing the required information to support mediation and legal challenges for Home Ownership.

Decision maker for enforcement activity; County Court Judgement (CCJ), Repossession, Forfeiture, Eviction and Injunction applications, using customer and community insight to ensure appropriate decisions made on behalf of the Group. 

Represent the Group in Court for all cases brought against customers in your regional area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes.

Contribute to the setting of service charge budgets, providing first line support for customer queries. Facilitate customer/resident budget and year end meetings, as required.

Promote customer engagement, both formally and informally via residents groups, where established, to provide mechanisms for customers to provide feedback on services, promote involvement and provide influencing opportunities to support scheme improvements/customer perception with Home Ownerships business area. 

Deliver proactive contact with customers and follow up outstanding actions included within any customer satisfaction feedback analysis.Form and...