Leasehold Engagement Officer

Client

Local Authority in Newham

Leasehold Engagement Officer

£21.41 an hour PAYE / £27.91 an hour UMBRELLA (£44,127 p.a.)

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

18 Month Contract

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

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.

• 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

• 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 professionally

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