Leasehold and Homeownership Officer

ACCENT housing•Stockton, CA

2d•Hybrid

About The Position

As a Leasehold and Homeownership Officer, you will be the primary expert for homeowner customers, addressing a wide array of complex inquiries related to leases, property transfers, management, and service charges. This role is crucial in ensuring customers feel supported, well-informed, and secure in their homes. The position is not confined to a desk; it involves regular travel to visit schemes, conduct inspections, and maintain a visible presence within communities. You will collaborate closely with colleagues across Housing Services and other teams to manage mixed-tenure sites and deliver a seamless customer experience. Responsibilities include managing a diverse portfolio of homeownership tenures, such as shared owners, leaseholders, and freeholders, ensuring compliance with legal agreements and service expectations. This is a dynamic and fast-paced role demanding strong organizational skills, a proactive approach, and a genuine desire to resolve issues. It offers a significant opportunity to make a tangible impact, engaging with various individuals, tackling interesting challenges, and observing the direct positive outcomes of your work through customer feedback. The role is varied, ensuring no two days are alike.

Requirements

Experience in leasehold management within a housing association or managing agent
Strong understanding of leases, transfers, and relevant regulations
Commitment to continuous professional development
Ability to work independently as part of a small team and collaboratively across the wider organisation
Strong organisational skills, with the ability to manage a high volume of queries
Maintain a professional, customer-focused approach
Excellent communication skills, capable of engaging with multiple stakeholders at various levels
Proficiency in Microsoft Office (Word, Outlook, Excel)
Current eligibility to live and work in the UK
Successful applicant will be subject to pre‑employment checks, such as DBS and social media screening

Responsibilities

Handle a wide range of complex queries around leases, transfers, property management, and service charges for homeowner customers
Ensure customers feel supported, informed, and confident in their homes
Visit schemes, carry out inspections, and maintain a visible presence in communities
Work closely with colleagues across Housing Services and other teams to manage mixed-tenure sites and deliver a seamless customer experience
Manage a diverse portfolio of homeownership tenures - shared owners, leaseholders, and freeholders, making sure everything aligns with legal agreements and service expectations
Translate legal jargon into clear, customer-friendly language
Think creatively to solve problems and improve service
Prioritise effectively and manage competing demands
Build strong relationships across teams and with customers

Benefits

28 days holiday plus bank holidays
An extra day for your birthday
Option to buy more holiday
Cash health plan
Health MOTs
Online GP access
Gym discounts
Dedicated volunteering day
Car leasing options
Salary sacrifice schemes
Exclusive discounts through our benefits platform
Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice
Life assurance at three times your salary
Enhanced parental leave
Flexible working options
Support for work-life balance
Stepping into Management training
Management Essentials training
Leadership Academy
Apprenticeships
Essential car user allowance starting at £1,250 per annum