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Role Summary

To support the Homeownership Manager and Team Leader to provide a professional housing management service to the Town & Country Housing expanding homeownership portfolio ensuring obligations of the leases/transfers and the statutory obligations of the applicable Acts are met. To deal with associated issues with homeowners as detailed below.

Salary: £31,037

Hours of work: 35

Location: Epsom

Probation Period: 6 months

Notice Period: 1 Month

Contract: Permanent

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.

What will you be doing?

Role Specific Responsibilities

Be the first point of contact for shared owners, leaseholders and freeholders, advising and dealing with queries regarding the homeownership housing/estate management service. Ensuring appropriate staff and third parties are involved as appropriate and escalating to the Team Leader or Homeownership Manager as required.

Ensure Town & Country Housings leasehold/homeownership policies and procedures are adhered to.

Support the Team Leader and Homeownership Manager with the setting of service charges, the administration process for collection and the recovery of rent and service charge arrears, ensuring legal obligations are met.

Undertake estate and home visits as and when required.

Carry out leasehold Section 20 consultation by working with other departments, in particular with Finance, Asset Investment, Development and Contracts & Compliance. To include the preparation and administration of Section 20 notices and replying to observations raised.

Work with Asset Investment and Contracts & Compliance teams to ensure stock condition surveys and planned & reactive works are carried out in accordance with lease requirements.

Process lease extensions in line with the TCH procedure, liaising with valuers and solicitors.

Process shared ownership sub-letting requests in line with the TCH procedure.

Assist in the setting of sinking funds, ground rents, service charge budgets and accounts.

Liaise with different departments as required in relation to building insurance claims from leaseholders.

Be aware of and promote best practice in leasehold management.

Deal with Complaints in line with TCH's policy.

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 Town & Country Housing.

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

GCSE or equivalent education.

Competent user of Microsoft Office packages.

Full driving licence is essential.

Experience of leasehold and/or shared ownership housing.

Experience in conducting surveys.

Demonstrable achievements in improving services for customers.

Demonstrable experience of organising and prioritising a busy workload.

A good understanding of relevant statutory legislation is desirable.

Key Skills & Competencies

Excellent interpersonal skills including the ability to influence and persuade.

Able to demonstrate a proactive approach to resolving problems.

Excellent numerical and analytical skills.

Proven ability to organise and prioritise work, meet deadlines, work under pressure and handle a number of tasks simultaneously and accurately.

Independent ability to analyse information and data logically and reach sound conclusions.

Excellent written and verbal communication skills, communicating professionally, projecting a positive impact on recipients.

Behaviours

Demonstrate resilience in pressured and stressful situations.

The desire to address the needs of customers in a way that shows commitment to excellent customer service, proactively seeking feedback to drive continuous improvement.

The ability to interact and build productive relationships internally and externally with a range of agencies including leaseholders and solicitors.

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

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.

Applicants

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:

Sunday, 21 July 2024

Interview Date:

Wednesday, 24 July 2024