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Service Charge Officer

2 months ago

London, Greater London, United Kingdom Islington Council Full time
We are seeking a customer-focused and organised individual to join the Home Ownership team as a Service Charge Officer.

You will be responsible for issuing consultation notices to leaseholders about proposed major works and long-term agreements. You will attend consultation meetings with leaseholders and respond to their queries and formal observations during the consultation process. You will also be responsible for calculating and invoicing service charges.

Resident engagement and leasehold management experience is desirable but not necessary for the role as training can be provided.

Excellent attention to detail, together with strong IT and numeracy skills are essential.

You will also need excellent communication skills, the ability to establish positive working relationships with other teams and be committed to delivering customer-focused services.

The council is committed to providing good value home ownership services to council leaseholders.

The leasehold teams are responsible for collecting service charges and providing a leasehold management service which includes dealing with issues relating to sales, remortgages, subletting, lease compliance and alteration/home improvements.

We look forward to hearing from you.

Closing Date:
Sunday 5th February 2023 at 23:59

Proposed interview date:
To be confirmed

Officers work across two specialist teams which are responsible for calculating and invoicing service charges and for undertaking section 20 leaseholder consultation:

  • The Service Charge Calculations Team (led by the Service Charge Calculations Manager) calculate and invoice annual service charges (including building insurance and ground rent), shared ownership rent and other leasehold recharges across a residential and commercial portfolio.
  • The Consultation & Major Works Invoicing (led by a Project Manager) consult residential leaseholders about major works and qualifying longterm agreements. They also calculate and invoice major works service charges.


Staff are arranged in teams for line management purposes but the managers work collaboratively to ensure that calculation, invoicing and consultation projects are sufficiently resourced so there will be an element of matrix-management.

Calculations and invoicing

  • Calculate, invoice and certify service charges and all other charges due under leases/transfer documents. Maximise income by ensuring that charges are levied in accordance with contractual and statutory requirements and by scrutinising Housing Revenue Account expenditure to identify all rechargeable costs.
  • Be responsible for data collection, inputting and validation processes, assessing the chargeability of works and services, coding expenditure to blocks and estates, and resolving any charge omissions, errors or anomalies.
  • Work collaboratively with service areas, TMOs and coops etc (providing training and support as appropriate) to ensure they supply accurate and timely details of services provided, expenditure and supporting documentation.
  • Provide service charge breakdowns that are sufficiently detailed, well presented and easily accessible to staff and customers. Also facilitate s22 Landlord and Tenant Act 1985 requests for leaseholders to inspect the accounts, receipts and other supporting documents which relate to their service charges.
  • Issue section 20B notices as required within statutory time limits.
  • Answer customer queries and investigate disputes concerning service charge calculation, liaising with service areas and carrying out site visits as necessary.
Consultation

  • Undertake section 20 consultation for both major works and qualifying long term agreements, ensuring that council procedures are followed and statutory requirements are met, including calculating estimated charges and responding to leaseholders' formal s20 observations.
  • Undertake additional, nonstatutory consultation including attending leaseholder meetings.
General

  • Develop and maintain knowledge of the legislation and best practice in relation to residential leasehold management.
  • Maintain accurate service charge accounts on the council's housing management system including creating and closing accounts, maintaining admin units and service usages (for the coding of service charges), processing charge adjustments and managing suspense accounts.
  • Maintain records of invoicing activity and s20 consultation, including digital archive files and databases.
  • Provide service charge estimates for Right to Buy and new build sales; full and final settlement figures for buy backs and freehold enfranchisement cases; and information on planned/uninvoiced major works for inclusion in sellon packs.
  • Assist in the preparation of County Court and Tribunal cases, and give evidence/witness statements if required.
  • Attend residents' meetings/events and site visits relating to service charges.
  • Optimise service delivery by being highly flexible, including working within matrix management