Service Charge Analyst

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.

As the Head of Tenancy and Leasehold Management, you will play a pivotal role in delivering exceptional customer service and effective management of resident management functions across leasehold, shared ownership, and tenancy portfolios. Leading a team of Senior Tenancy and Leasehold Managers and Tenancy and Leasehold Managers, you will ensure that policies, processes, and documentation are consistently applied, up-to-date, and improved as services evolve.

Our client is committed to enhancing residents' lives through the provision of high-quality homes and comprehensive support services. With a portfolio of around 16,000 homes, our client focuses on fostering aspiration, independence, and well-being for their residents.

Key Responsibilities:
* Lead the Tenancy and Leasehold service, managing Senior Tenancy and Leasehold Managers and their teams.
* Provide high-quality customer service and effective management of resident management functions.
* Ensure compliance with policies, processes, and relevant documentation, continuously improving service delivery.
* Collaborate with resident panels and customer groups, contributing valuable input.
* Oversee cross-organizational working, particularly concerning empty homes, decants, and major incidents.
* Foster a culture of continuous improvement, problem-solving, and dispute resolution, enhancing customer satisfaction.
* Manage resources to achieve monthly KPIs, including tenancy audits, succession management, CRM case management, and tenancy conversions.
* Develop and implement Service Improvement Plans, aligned with customer pledges.
* Collaborate with other Heads of Service to deliver seamless services to customers.

Required Knowledge, Skills, and Experience:
* Demonstrable experience in homeownership, leasehold management, tenancy management, and property management.
* Strong management experience, achieving high-performance targets.
* High level of literacy in responding to complaints and dispute resolution.
* Excellent IT skills for efficient work and agile communication.
* Ability to build effective links with stakeholders within and outside the organization.
* Commitment to delivering exemplary customer service.
* Strong resilience, ability to prioritize, and budget management skills.
* Desirable Knowledge, Skills, and Experience:
* Relevant professional qualification and/or membership (e.g., RICS, ILM, ICS, CiH).
* Experience with 'lean' principles and value-for-money service design.
* Collaborative work across departments and within the Customer Service Directorate.

If you are an experienced housing professional in tenancy and leasehold management, this is your chance to step into a leadership role that drives positive change and enhances customer satisfaction.

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