Head of Tenancy & Leasehold Management

We are thrilled to represent a leading housing association in London in its search for a dedicated ASB Officer. This is a unique opportunity for an experienced housing professional with a strong background in addressing antisocial behaviour.

Our client, place their customers at the forefront of everything they do. They are seeking an ambitious, confident, and assertive ASB Officer to join them in positively impacting how they deliver their services to their valued customers.

Responsibilities:
* Lead investigations into tenancy fraud and manage high-level ASB cases across general needs, leasehold, and Care & Support homes.
* Ensure accurate calculation, construction, and issuance of all service charges, including annual revenue charges and major works charges for properties.
* Maintain up-to-date, accurate databases and mapping for rent and service charge calculations.
* Maximise income for the service and organisation by optimising cost capture during service charge calculations.
* Guarantee the accuracy of charges and assist in resolving disputes and queries, including First Tier Tribunal (Property Chamber) work.
* Reconcile invoices and actualise end-of-year accounts, both financial and calendar year.
* Provide excellent, customer-focused professional service to residents and clients, ensuring compliance with legal landlord/freeholder obligations.
* Deal directly with customers, responding to inquiries via phone and email, and attending residents' meetings regarding rents and service charges.
* Build strong partnerships with external organisations such as the Police, Local Stakeholders, Council Community Safety teams, and tenancy fraud investigators.
* Assist Local Housing Managers with regular ASB case reviews and support victims in sustaining their tenancies.

What You Need to Succeed:
* Demonstrate the ability to remain calm in challenging situations.
* Attention to detail is essential, particularly when gathering evidence and preparing witness statements.
* Effective communication skills are vital, especially when engaging in honest and open conversations in sensitive situations, such as addressing tenancy fraud, supporting victims, and addressing ASB perpetrators.
* Extensive experience in ASB case management and a solid working knowledge of ASB legislation and tools used to combat ASB in a social housing setting.
* Prior experience in dealing with complex casework, gathering evidence, and attending court proceedings is highly beneficial.

We are excited to be working with a leading housing association in London to find a dedicated Service Charge Analyst to join their team. Our client are committed to creating homes and providing support that truly makes a difference in people's lives. With a range of services catering to various housing, care, and support needs, they focus on building homes, communities, and support networks that stand the test of time.

As a Service Charge Analyst, you will play a crucial role in ensuring accurate and efficient calculation and issuance of service charges for our properties. You will work collaboratively within a dynamic team and contribute to maintaining a high standard of customer service for our residents.

Key Responsibilities:
* Accurately calculate and construct service charges for properties, including both annual revenue charges and major works charges.
* Maintain up-to-date and accurate databases and mapping for rent and service charge calculations.
* Maximize income by ensuring optimal cost capture during service charge calculations.
* Ensure accuracy of charges, assist in dispute resolution, and attend First Tier Tribunal (Property Chamber) when necessary.
* Reconcile invoices and finalize end-of-year accounts.
* Provide professional customer service to residents, ensuring all legal obligations are met.
* Address customer inquiries and attend residents meetings regarding rents and service charges.

Required Skills and Experience:
* Proficient in Excel with strong numeric data analysis skills.
* Excellent verbal and written communication skills.
* Ability to empathize with residents and effectively convey complex messages.
* Strong stakeholder management skills, both internal and external.
* Desirable: Experience with service charges and property management.
* Desirable: Knowledge of leases, tenancies, legislation, and case law related to service charges and rents.

As a Housing Officer, you will play a pivotal role in providing tailored housing management services to tenants, leaseholders, and residents within designated neighbourhoods, ensuring their needs are met while upholding tenancy and lease conditions.

Our client, a prominent local authority in London, is committed to enhancing community well-being through comprehensive housing management services.

Role Overview:
* Deliver effective housing management services to tenants, leaseholders, and residents, ensuring their needs are met within designated neighbourhoods.
* Serve as the primary point of contact, offering assistance and resolving queries promptly.
* Handle leasehold management and property sale matters, including liaising with solicitors and ensuring adherence to lease conditions.
* Conduct scheduled visits to tenants and leaseholders, addressing service requests and clarifying tenancy and lease terms.
* Assist in preparing legal cases and documentation for First-Tier Tribunal (Property Chamber) proceedings when required.
* Support management in representing the organisation in Court and at FTT as needed.
* Conduct regular tenancy audits in alignment with information sharing protocols to safeguard public assets.
* Ensure tenancies and leases are managed per agreements, addressing breaches according to policies.
* Manage leasehold stock, engaging with external and internal stakeholders for shared ownership, stair casing, re-sale processes, and other leasehold matters.

Ideal Candidate:
* Prior experience as a Housing Officer or Neighbourhood Officer.
* HND/HNC/CIH Qualification or equivalent practical knowledge in housing management.
* Strong understanding of the social housing sector and relevant legislation.
* Current awareness of leasehold management and prevailing housing sector challenges.

Our client, a respected local authority in London, is seeking a Sheltered Housing Manager, who will play a crucial role in ensuring the well-being and satisfaction of sheltered housing residents within the borough.

Key Responsibilities:
* Lead, motivate, and manage the Sheltered Housing team to ensure professional competence and performance excellence.
* Implement HR, training, and development procedures to support the growth of your team.
* Develop and implement policies, strategies, and procedures aligned with the council's objectives and key documents.
* Contribute to the Strategic Plan for Housing and Community Services and align sheltered housing actions with the council's goals.
* Foster a customer-focused culture, delivering consistent services across the borough.
* Maintain a safe and secure environment for tenants and leaseholders, ensuring high-quality housing management services.
* Ensure sheltered housing services comply with relevant legislation and regulatory requirements.
* Continuously identify opportunities for service improvements and take action to enhance customer experience.

Essential Requirements:
* Demonstrated leadership experience in developing Sheltered Housing Services, achieving positive outcomes.
* Proven success in performance managing dispersed teams.
* Well-versed in project and performance management, with a track record of timely delivery.
* Strong knowledge of social housing legislation, regulations, and operational issues.
* Familiarity with financial and budget management.

Desirable Attributes:
* Relevant professional qualifications such as CIH or similar.
* Management qualification.
* Effective negotiation, analytical, and problem-solving skills.

MMP Consultancy are looking to recruit a Lettings Officer to work with a Local Authority on a Temporary Contract, based in South East London.

Responsibilities:

* Provide a comprehensive voids service to all households.
* Provide a visible and approachable presence in Voids service, including Temporary Accommodation and Hostels and to manage the process from keys in to keys out, in conjunction with the senior technical officer and contractors.
* Achieve all relevant service standard, targets and performance indicators
* Provide outstanding customer service to new tenants and all other applicants for temporary accommodation and hostels.
* Manage a range of 'people' related activities providing excellent and appropriately targeted services to residents of the Housing Estates, temporary properties and hostel accommodation
* Work closely with all housing services, Council Departments, health professionals and third sector

MMP Consultancy are looking to recruit a Repairs Resolution Officer on a Temporary Basis based in South East London.

* Have direct contact with customers either by telephone or face to face - deal with general queries and enquiries, and resolve any form of customer dissatisfaction
* Monitor the implementation of decisions and recommendations arising from complaint investigations.
* To ensure that compensation awards are considered and paid in appropriate cases.
* Build relationships between customers / contractors and other third parties with the aim of delivering continuous improvement and enhancing the culture of 'right first time' service delivery.
* Arrange repairs and work with the contractors to ensure that they are completed to the required standard within agreed timescales and to the satisfaction of the complainant.
* Provide specialist advice and assistance to customers in respect of the Complaints Procedure.
* Deliver specific elements of projects, create and manage project plans and manage the budgets for allocated small projects.
* To ensure that all investigations are carried out in accordance with the Council's Equality and Diversity Policy and works towards the priorities set out in the Race Equalities scheme.
* Undertake any other duties commensurate with the level and grade of the post as may be requested from time to time.

Experience Required
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either a Scheduling or Customer Service capacity
* Excellent communicator, with strong organisational skills
* Proficient IT skills including use of Microsoft Excel and Word
* Proven background in a customer service focused environment
* Experience of using database systems (Connect / Northgate / DRS)
* Construction related knowledge