Leasehold Advisor

Leasehold Advisor

• Tower Hamlets - Hybrid - minimum of two days in the officer per week
• £22.13 PAYE / £28.94 Umbrella
• Enhanced DBS required

Duties:

• Leasehold Advisor role delivering services to leaseholders with lease, service charge and major works enquiries.
• Providing expert advice and information to leaseholders and delivering excellent customer service.
• To work collaboratively with others to deliver the Leasehold Team plan.
• To resolve disputes with leaseholders and arrange the associated compensation and write-offs. This includes responding to complaints and FOI requests and resolving the associated issues after invoices have been issued.
• To ensure enquiries from leaseholders, solicitors, benefits agency and other sections are answered promptly and within statutory time scales to ensure high level of customer care is maintained.
• To ensure, in collaboration with the Finance Team that estimates, actual, interim and final accounts are produced in a timely manner.
• To work closely with all staff and leaseholders to deliver changes generated by improvement plans and suggest further improvements. Produce monitoring information for the Leasehold Management Team and deliver the annual service improvement plan.
• To identify ways in which the service can be improved, reflecting feedback from customers playing a key role in minimising the administration fee, through efficient and thoughtful working practices.
• To deal with written and telephone enquiries from leaseholders that cannot be dealt with by the hub. This includes carrying out more complex routine processes e.g. processing discretionary and mandatory cap applications.
• To engage with leaseholders. Planning, attending and associated follow-up for forums, TRAs, Saturday surgeries, estate inspections and all statutory and non-statutory consultation. Arrange and hold one-to-one meetings with leaseholders. Work at flexible times of the day, according to the needs of the service.
• To be responsible for communications with leaseholders drafting letters, newsletters, web content, leaflets etc in conjunction with other teams and leaseholders.
• To assess leaseholders' liability and calculate leaseholders' share of charges accurately to enable full and prompt recovery of recharges to leaseholders. Apply knowledge of regulations and the lease to ensure consultation carried out is compliant and robust.
• To write and generally communicate at a level appropriate for dealing with leaseholders and briefing senior staff, including the Head of Service.
• To advise leaseholders on the payment options available, and refer vulnerable leaseholders for assistance through the Money Help and advice service or other suitable service.
• To advise contract administrators and consultants to ensure that consultation letters and costings are correct and leaseholders are advised appropriately. Advise staff in other services of Section 20 requirements.
• To advise the internal solicitor of disputed cases and supply documentation for cases for First-Tier Tribunal and court proceedings.
• To provide monthly updates on work carried out as a virtual friend.
• To take a pro-active approach to own professional development.
• To use mapping software and lead on creating new or amending existing estate maps by working with internal and external stakeholders, carrying out estate inspections and measurements to ensure estate maps accurately reflect communal parts of estates and blocks.
• To lead on amending lease records in line with lease extensions and lease rectifications. Take lead in working with solicitors and surveyors to identify rectifications required on leases and prepare approval requests to the Council.
• Carry out other reasonable ad-hoc duties to support the Service which are commensurate with the expectation of the post as directed by the line manager or the Head of Service.

If you hold previous Leasehold experience, have worked within Housing before, are able to commit to the Hybrid option working within Tower Hamlets please apply now for consideration!

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