Leasehold Engagement Officer

Client

Local Authority in Newham

Job Title

Leasehold Engagement Officer

Pay Rate

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

Hours

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

Duration

18 Month Contract

Location

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

Description

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.

Key Responsibilities

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

Essential Criteria

• 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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