Leasehold Engagement Officer

Client

Local Authority in Newham

Job Title

Leasehold Engagement Officer

Pay Rate

£44,127 per anum

Hours

36 Hours a week(Mon-Fri)9AM-5PM

Duration

18 Month Fixed Term Contract

Location

HYBRID WORKING-2-3 Days in Dockside office,newham

Description

1. Purpose of the Role

To deliver front-line engagement with leaseholders as part of the Council's Flat Entrance Door (FED) Programme of Replacement, ensuring effective communication, administration of the Section 20 consultation process, management of the self-replacement opt-out scheme, and support for the enforcement protocol.

The post holder will manage a caseload of approximately 2,400 leasehold properties, providing a responsive and professional service to leaseholders while maintaining accurate records and meeting programme deadlines.

Key Responsibilities

Leaseholder Contact and Engagement

Make proactive outbound contact with leaseholders (written correspondence and telephone) to explain the FED Programme and their options
Respond to inbound enquiries from leaseholders regarding the programme, costs, payment plans, and timescales
Explain complex information in clear, accessible language, adapting communication style to individual needs
Handle difficult conversations professionally, including discussions about costs, enforcement, and complaints
Maintain a customer-focused approach at all times, treating all leaseholders with dignity and respect

Section 20 Consultation Administration

Prepare and issue Section 20 Notices of Intention (first notice) to leaseholders within required timescales
Process and log leaseholder observations and contractor nominations received during consultation periods
Prepare and issue Section 20 Notices of Estimates (second notice) following tender completion
Issue notifications of contract award and manage any post-tender queries
Maintain accurate records of all consultation correspondence and proof of service

Self-Replacement Opt-Out Processing

Receive and process self-replacement opt-out applications from leaseholders
Issue approved door specification packs and explain compliance requirements
Track opt-out leaseholders against compliance deadlines
Arrange and conduct site visits to inspect self-replaced doors for specification compliance
Issue compliance certificates for doors meeting the required standard
Escalate non-compliant self-replacements to enforcement protocol

Case Management and Record-Keeping

Maintain accurate and up-to-date case records on the housing management system for all properties in caseload
Record all contacts, correspondence, decisions, and actions with clear audit trails

Essential Criteria

Experience of working in housing management, leasehold services, customer services, or a related field
Excellent communication skills with the ability to explain complex information clearly to diverse audiences
Strong customer service orientation with experience of handling enquiries and complaints professionallyAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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