Adecco Housing are seeking an experienced Leasehold Officer to join a leading housing provider, delivering a high-quality, customer-focused service to leaseholders and freeholders.
You will be responsible for managing the full range of leasehold functions, including service charges, Section 20 consultations, major works billing, leasehold transactions (resales, Right to Buy/Right to Acquire, lease extensions), arrears recovery, and day-to-day leasehold enquiries.
You will act as the key link between leasehold services and neighbourhood management, working flexibly between Head Office and the local housing office within your designated patch.
Significant resident engagement, face-to-face meetings, and close collaboration with colleagues in Asset Management, Neighbourhood Teams, and Finance to ensure a transparent, compliant, and efficient service.
Key Responsibilities
1. Customer Service & Leasehold Management
Serve as the first point of contact for homeownership residents, delivering a responsive and empathetic service with a "right first time" approach.
Provide clear, tailored advice on leaseholder rights, obligations, repairs responsibilities, service charges, and communal areas and managing and resolving complex leaseholder queries, complaints, and disputes using sound judgement, legal awareness, and strong negotiation skills.2. Service Charges & Arrears Management
Handle all service charge and ground rent enquiries, ensuring accurate information is provided.
Process payments, set up/amend direct debits (including bi-annual adjustments), and issue payment cards or invoices and respond to disputes over charges, appointments, and billing breakdowns and arrange inspection of supporting documents following Section 22 requests.
Proactively recover outstanding arrears through reminders, formal demands, phone/email follow-ups, MCOL applications, and liaison with solicitors for legal action, including Section 146 Notices.
3. Major Works & Section 20 Consultation
Support major works programmes, including Section 20 consultations and statutory notices.
Calculate/apportion costs, respond to queries, and attend resident engagement meetings/site visits.
Arrange payment plans, assess cost cap eligibility, reconcile accounts, and recover arrears.
4. Leasehold Transactions & Legal Processes
Right to Buy/Right to Acquire - application processing, eligibility checks, valuations, legal instructions, and offer notices.
Lease Extensions - statutory and informal applications, liaison with solicitors and surveyors.
Resales, Remortgages, Subletting Consents - ensuring compliance with lease terms.
Licences to Alter - assessment and approval in line with building and lease regulations.
Landlord & Leaseholder Certificates - preparation and issuance under Building Safety Act requirements.
Maintain accurate records and escalate complex legal matters as required.
5. Dispute Resolution & Enforcement & Resident Engagement
Manage breaches of lease, unauthorised subletting, and arrears cases in line with policy and legal requirements.
Resolve disputes using negotiation and enforcement where needed, while maintaining constructive resident relationships and liaise with in-house and external legal teams to progress enforcement action.
Work closely with the Resident Involvement team to capture leaseholder feedback.
Support the Homeownership Panel and encourage meaningful participation in shaping services and policies.
Person Specification
Proven experience in leasehold, homeownership, or housing management (social housing/mixed-tenure).
Strong knowledge of residential leases, service charges, major works, and Section 20 consultations.
Skilled in arrears recovery, negotiation, mediation, and dispute resolution.
Confident working with legal documents, financial data, and housing transactions (sales, remortgages, lease extensions) Liaising with solicitors, surveyors, mortgage lenders, and multi-disciplinary teams.
Relevant housing qualification (e.g., CIH) - Desirable.
Knowledge & Skills
Strong knowledge of leasehold law, service charges, Section 20, and relevant legislation.
Proficient in Microsoft Office and housing management systems and excellent communication skills for handling sensitive or complex matters.
Awareness of leasehold reform and regulatory requirements.
Personal Qualities
Professional, empathetic, and resident-focused - DBS clearance required.This position requires professionalism, integrity, and a commitment to delivering exceptional customer service while supporting residents to engage meaningfully in the management of their homes.
Don't miss out on this fantastic opportunity to join our team as a Leasehold Officer click 'Apply' now