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About the role

Role Summary

To provide a professional housing management service to TCH’s expanding leasehold portfolio across Kent, Sussex and Surrey, ensuring obligations of the leases and the statutory obligations of the applicable Acts are met. To deal with all other associated issues with leaseholders as detailed below.

Location: Epsom. Regular travel to our head office in Tunbridge Wells is required.

Salary: £45,042.00

Hours of Work: 35

Contract: Permanent

Probation Period: 6 months

Notice Period: 1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

What will you be doing?

Role Specific Responsibilities

• Lead in developing TCH’s leasehold policy and procedures.
• Ensure compliance with any relevant legislation or regulations and maintain up-to-date knowledge of best practice.
• Work with the Neighbourhoods team regarding the housing/estate management service for shared owners, leaseholders, and freeholders.
• Advise on and deal with leasehold property issues relating to all of TCH’s leasehold property, including with RTA, and RTB, shared ownership and private freeholders..
• Be involved with the service charge setting, ensuring legal obligations are met.
• Work with other departments, in particular with Finance, Asset Investment, Development and Contracts & Compliance in the consultation of leaseholder’s preparation and administration of Section 20 notices, sinking funds, ground rents, service charge budgets and accounts.
• Contribute towards the management of leasehold services provided by TCH particularly regarding estate services.
• Contribute towards the management of and achieving best value from external contracts such as management agreements provided by 3rd parties.
• Liaise with solicitors, lenders and other professionals as needed with regards to leasehold issues.
• To provide effective line management to the roles identified as the postholder being responsible for.
• To provide accurate data, write appropriate reports and correspondence and make recommendations to the Assistant Director of Operations as required.
• Be aware of and promote best practice in leasehold management.
• Undertake appropriate estate and housing management inspections as any situation requires, liaising with other parts of TCH and external agencies if applicable, ensuring the Assistant Director of Operations is involved/updated as appropriate.
• Assist the New Business/Development Team when requested in relation to leasehold management issues/charges around the design and setting up of new schemes.
• Deal with and liaise between TCH’s different departments as required in relation to building insurance claims from leaseholders.
• Maintain & monitor relevant budgets and databases.
• Deal with complaints in line with TCH’s policy.
• To promote and support the involvement of homeowners through formal and informal channels to influence the service and participate in decision making that relates to their home, neighbourhood, and community.
• To comply with TCH’s standing orders, financial regulations, policies, and procedures.

General

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the Group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
• This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.

About You

Education & Qualifications

• Full driving licence essential

Key Skills & Competencies

• Experience of managing leasehold or shared ownership housing
• Demonstrable achievements in improving services for customers, and in motivating others to deliver excellent services.
• Experience of managing a team
• Proven ability to think and plan strategically while managing the operational service.
• Proven ability to manage a budget with a business unit and business plan.
• Ability to plan new projects and evaluate risk.
• Demonstrable ability to build and sustain effective external networks

Behaviours

• Excellent interpersonal skills including the ability to influence and persuade.
• Problem solving skills and experience.
• Demonstrates resilience in pressured and stressful situations.
• The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive improvement.
• Able to analyse information and data logically and reach sound conclusions.
• Excellent written and verbal communication skills.
• A personal commitment to a culture that emphasises continuous improvement through staff development and personal growth.
• The ability to interact and build productive relationships internally and externally.

Why Choose Us

* Contributory pension scheme 4% to 10% matched contributions

* Hybrid working

* Free onsite car parking

* Life assurance of 4x annual salary (Terms and Conditions apply)

* 30 days annual leave in addition to bank holidays

* Two volunteer days per year

* Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)

* Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses

* Extensive annual Staff Wellbeing programme

* Enhanced maternity, paternity, and shared parental leave provision

* Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)

* Annual flu vaccinations

* Access to an extensive range of corporate discounts on shopping, travel & days out

* Social events, including lunchtime walking, rounders, festive Fridays

* Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

* Do The Right Thing

* Pull Together

* Celebrate Diversity

* Love New Ideas

* Be Kind

* Keep our Promises

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Tuesday, 31 December 2024

Interview Date:

Monday, 6 January 2025