Service Charge & Rents Officer

An exciting opportunity has arisen for an experienced Service Charges & Rents Manager to work with a Housing Provider based in Norfolk on a Permanent basis.

Salary: £49,680 Per Annum

The Service Charge & Rents Manager is operationally responsible for the effective management, administration, and communication of service charges and rent application for 7000 homes, homeowners, freeholders on estate and garages.

The Service Charge & Rents Manager will work closely with internal teams, residents, and contractors to ensure transparency, fairness, and efficiency in the service charge process, as well as resolving any queries or disputes in a timely and professional manner. This role intersects with the wider organisation and is the advocate for our tenants when ensure value for money and quality of service

Duties:

• Develop, implement, and manage the annual service charge budgets for all properties within the Housing Association's portfolio, ensuring accuracy and transparency.
• Monitor service charge income and expenditure, ensuring that costs are within budget and that service charge forecasts are updated regularly.
• Liaise with departments (e.g., Housing and Asset) to gather data and ensure that the budgeting process reflects the true costs of services provided to Residents Coach and mentor future leaders, promoting a culture of empowerment and accountability.
• Create a culture of creativity, innovation and problem solving with all team members.
• Cultivate a sense of ownership, responsibility and curiosity within all teams ensuring staff feel empowered and connected to our Inspiring strategy.
• Act as an ambassador for the client and explore ways in which to represent the work that we do and collaborative working.
• Deputise for the Director of Tenant Services as required.
• Ensure the annual rent and charges are issued in line with regulatory requirements, and best practice. Ensuring all tenants that have a service charge or personal charge receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs.
• Ensure the timely and accurate billing of service charges to tenants, ensuring all charges comply with relevant lease agreements, regulatory requirements, and best practice.
• Oversee the accurate calculation of individual service charges for each property, ensuring all costs are appropriately allocated and apportioned.
• Issue annual service charge accounts, ensuring all tenants receive clear and concise breakdowns of the charges, with transparent explanations for any changes in costs.
• Calculate and issue annual sinking fund statements.
• Oversee the setting of service charges and set service charges for complex new developments, ensuring sinking funds set where required.
• Ensure that freeholders with estate-based charges are billed in line with the transfers and deeds.
• Ensure the utility billing is issued as per the agreements and in line with new regulations and Ofgem rules.
• Ensure the accurate application of rents and service charges to accounts and on relet

Experience Required:

• Demonstrable and extensive working in service charge and rents management or a similar role within housing associations, property management, or public sector housing.
• In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).
• Understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.
• Understanding of welfare benefits.
• Extensive experience in operational management and leading a customer facing team.
• A track record of customer excellence and performance against KPI's
• Experience of change management and being and subject matter expert for changes in software and systems.

An exciting opportunity has arisen for an experienced Head of Service Charges, Rent and Income to work with a Housing Provider based in Norfolk on a Permanent basis.

Salary: £65,000 Per Annum

The Head of Service Charge, Rents and Income provides strategic leadership and operational oversight for the client's service charges, rent application and income collection activities. Ensuring that delivery is complaint, customer-focused, and aligned with best practice whilst maximising income across the and 7000 homes, homeowners, freeholders on estate and garages.

The postholder leads on policy development, process improvement, and system enhancements of services under their remit whilst being innovative and ensuring they comply with legislative, regulatory and sector changes

Duties:

• Responsible for the Rent and Charges notification process, estimate consultation process, Actual Account Process, Sinking Fund Process, Major Work Final Account Process and Collections processes.
• Develop, maintain, and own the Service Charge Policy, Income Collection Policy and Feed into the groups Rent Setting policy owned by Finance.
• Develop strategies for income collection to ensure cost recovery and minimise arrears across all tenures.
• Develop strategies for financial inclusion and debt advice, helping residents access welfare benefits to sustain their tenancies.
• Set and monitor rigorous Key Performance Indicators (KPIs)
• Represent the client at regional and national housing forums, building the organisation's profile and influence.
• Leadership of the day-to-day operations, role modelling a culture of learning, ownership, and trust
• Provide visible, values-based leadership contributing to cross departmental collaboration.
• Support colleagues to enhance and apply their technical knowledge to deliver an effective service to tenants, residents, and stakeholders.
• Support the organisation to improve organisation knowledge regarding service charges, rent & income collection.
• Coach and mentor future leaders, promoting a culture of empowerment and accountability.
• Create a culture of creativity, innovation and problem solving with all team members.
• Cultivate a sense of ownership, responsibility and curiosity within all teams ensuring staff feel empowered and connected to our Inspiring strategy.
• Act as an ambassador for the client and explore ways in which to represent the work that we do and collaborative working.
• Deputise for the Director of Tenant Services as require

Experience Required:

• Demonstrable and extensive experience working in a senior housing management role a Social Housing or Local Authority setting.
• In depth experience in managing complex variable service charges, estate charges, sinking funds, and diverse rent regimes (Social, Affordable, Intermediate).
• Deep understanding of leasehold management, Section 20 consultation processes and managing external third-party managing agents.
• Experience of income collection and welfare benefits.
• Experience in creating and developing policy and procedures.
• Substantive experience of working with and presenting complex financial and compliance reports to governance groups including Tenant Service Committees and Boards.
• Experience of identifying, interpreting, and implementing changes in response to new legislation or regulations.
• Experience at forming and delivering strategic roadmap plans including training, quality assurance, and annual plans.
• Experience in leading customer facing teams and a history of customer excellence & performance against KPI's.
• Extensive knowledge of law and housing legislation related to rents, service charge, leasehold management, managing agents and income collection to ensure compliance and effective service delivery.
• Extensive stakeholder management of both internal and external stakeholders

MMP Consultancy are looking to recruit an Administrator on a temporary basis, in North London

Main Responsibilities:

• Accurately input overdue jobs and completed tasks into relevant systems.
• Ensure records are updated with completion details.
• Identify jobs that need to be brought forward based on urgency and deadlines, maintaining an efficient workflow.
• Reach out to tenants via phone and email to schedule and confirm repair appointments.
• Provide clear information about the nature of repairs and expected timeframes, addressing any concerns or queries they may have.
• Handle repair requests and log them into the appropriate systems.
• Coordinate with maintenance teams and contractors to ensure timely resolution of reported issues.
• Record updates and maintain accurate reports on ongoing repairs.
• Organise and respond to incoming emails related to repairs and maintenance inquiries.
• Deal with Public Buildings, fire stations, libraries, schools, day centers
• Be able to take the instruction from client and process job on the system and get the job out
• Deal with incoming emails, phone calls from clients/sites
• Processing of daily timesheets and holiday forms
• Running reports from the system
• Prioritise urgent messages, flag important correspondence, and ensure timely follow-ups to maintain smooth communication.

Experience Required:

• Experience in working in a responsive repair's environment.
• Experience of raising, monitoring and recording work orders though a relevant housing / repair management system.
• Experience in coordinating and following up on work programmes.
• Ability to work independently, exercising good initiative and judgement
• Excellent written and verbal communication skills.

MMP Consultancy are working with a fantastic organisation to recruit a Client Liaison Officer to join them on a part time basis in Hampshire.

Key Responsibilities:

• Set, coordinate, track, and ensure completion of, actions with Estate Services, Asset Service.
• Maximise income, and reduce debt, in defined customer areas.
• Deliver an amazing lettings service which leaves customers feeling satisfied.
• Address anti-social behaviour, fly-tipping, graffiti and safeguarding alerts.
• Complete Health & Safety and compliance actions e.g. FRAs.
• Use data to monitor own performance and that of others, taking action to improve as

necessary.

• Manage budget and remain within budget.
• Manage workload.
• Service appointments booked by customers directly.
• Organise and plan customer visits that respond to customer requests.
• Complete regular estate inspections and take any necessary action to achieve quality
• Attend and present cases at court and evictions.
• Be the primary contact for local stakeholders e.g. residents associations, Local Authority

Services, police etc.

• Maintain accurate and detailed customer records on the systems.

Requirements:

• Excellent customer service delivery, demonstrating good communication
• Highly selfmotivated with the ability to plan and work effectively without high levels of supervision.
• Ability to work 'on the go' using mobile technology.
• Strong resource and time management, and the ability to prioritise, delivering value for money
• Experience of working in a climate of legislative and organisational change.
• Proven problem-solving and decision making skills.
• Resilient and able to deal with challenging situations and deliver sustainable outcomes.
• Comfortable analysing data and drawing conclusions.
• Ability to work with IT systems
• Experience of working in the housing or property sector.
• Knowledge of regulatory legislation for social housing.

MMP Consultancy are working with a fantastic organisation to recruit a Contracts Administrator to join them on a permanent basis in Kent.

Please note, a full UK Driving Licence & Vehicle is required for this position.

Key Responsibilities:

• Have a focus on safety first with all risks identified immediately escalated to the Contract Manager
• Provide regular updates and support to Senior Contract Manager on contracts outcomes against programme
• Undertake regular audit of contract related information including certification (Where applicable) and develop action plans for closing works in a consistent manner.
• Collate, analyse, monitor and report on KPIs within the contractual frameworks
• Provide financial monitoring support and analysis to Contract manager
• Regular monitoring of Cx Task Management
• Monitor and report on contract management meeting actions
• Support delivery teams in responding to written and phone enquires and update Cx as necessary.
• Processing works orders, completions, process for payments or inspection requests in accordance with the policies and procedures and respond to general queries relating to proposed and confirmed works
• Assist in the provision of information for the database for Stock Condition, Asbestos, Fire Risk Assessment and any other areas as required.

Requirements:

• Experience of data analysis and process management
• Proven project management or contract experience
• Ability to co communicate and influence contractors, colleagues and other stakeholders
• Detailed knowledge of using a variety of JCT and partnering contracts
• Proven influencing and negotiating skills to resolve problems
• Sound judgement and prioritisation skills
• Ability to work within tight deadlines, under pressure and deliver projects on time, within budget to the required standard

MMP Consultancy are currently recruiting for a Neighbourhood Officer to work for a Housing Provider on a temporary basis, in Kent.

Responsibilities:

• Tenancy and Estate Management - of a given patch including supporting team and providing cover where there is a need.
• Visiting residents at home to discuss and progress tenancy related issues.
• Making necessary referrals for support or additional help.
• Identifying concerns for welfare and making necessary safeguarding referrals
• Taking necessary enforcement action where there is a tenancy breach and opportunities to resolve tenancy breach have not been taken. This includes preparing and serving NOSPS or NTQ
• Investigate concerns for property condition, damage to property, claims of succession, tenancy audits, managing starter tenancies and carrying out review visits, preparing reports for Tenancy panel and signing fixed term tenancies over to s over to fully assured tenancies .
• Estate and block inspections .
• Working with other departments to obtain access and enforce tenancy conditions where required.
• Working with partner agencies to achieve joined up solutions
• Investigate reports of of low level ASB in line with our community safety policy, .
• Updating our ICT systems with accurate notes of contact had and progression case management workflows

Requirements:

• Required qualifications/skills (e.g. Power BI, CIPD, Youth Work)
• Experience of tenancy and estate management
• Experience of working with vulnerable residents with complex needs.
• Evidence of excellent customer service skills
• Team player
• Positive attitude and solution focused