Responsibilities
To provide a high‑quality service to leaseholders, shared ownership and freehold customers, ensuring that they are managed in accordance with the terms of their leases and deeds, legislation, regulation and best practice. To ensure residents receive a quality, helpful, responsive and value for money service. To maximise income to the business ensuring leaseholders and other customers contribute fully to their lease or contract obligations. You will be responsible for all aspects of leasehold management, including Right To Buy and shared ownership sales and any subsequent resale on the open market. You will be required to assist in the calculation, communicate and collect service charges and other associated costs as per the lease agreement. You will also be required to understand and enforce the terms of the lease to assist both the leaseholder and Portsmouth Homes as the landlord.
Skills
* Demonstrate a sound working knowledge of legislation governing local authority leasehold management and the Right to Buy, including relevant housing, landlord and tenant, and service charge legislation, with the ability to keep this knowledge up to date and apply it in a local authority context.
* Ensure compliance with Consumer Standards, regulatory requirements, and landlord obligations, including responding to challenge and scrutiny via the First Tier Tribunal and other regulatory bodies.
* Be an assertive and resilient person who can deliver excellent customer service and tailor delivery to customers' individual needs.
* Use initiative, applying PLAN, to make informed and appropriate decisions, especially when dealing with high level complaints and Councillor enquiries.
* Understand and manipulate complicated numerical data used to calculate service charges, and precisely collate and determine leaseholder income and expenditure, often without their full cooperation, to recoup arrears and sustain payments.
* Research, understand, interpret, and relay complex legislation regarding leasehold legislation and reforms.
* Work well under pressure, manage a diverse workload, and meet crucial, legislative deadlines.
* Apply independent professional judgement to manage complex cases, determine appropriate enforcement action and make decisions with financial and legal implications for the Council.
* Have an independent work ethic and be able to work when required.
* Possess excellent IT skills (Excel, Word, Outlook, mainframe applications such as Northgate).
* Possess a full driving licence and ideally have access to own vehicle with business insurance; some time will be spent visiting leaseholders at their homes not necessarily in the Portsmouth area.
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