Homeownership Officer

**THE COMPANY**:
We own and manage over 1,400 homes in Croydon, Bromley, Sutton and Merton. We have been rooted in the local community since 1967, when we were founded to meet the need for housing in the community. We have continued working within the community through initiatives such as the Horizons Programme, which supports residents back into work. We are committed to delivering a high quality service to our residents and developing more homes within the community.

**THE ROLE**:
At ccha, we are committed to ‘delivering on our promises’, providing a high-quality service to residents and developing more homes within the community. As a small housing association with big goals, we employ just over 50 members of staff and look after over 1600 homes. We have an exciting opportunity to join our small, dedicated customer-focused Neighbourhood Services team based in Croydon.

As the main point of contact, providing a high-quality, customer-focused service to our leaseholders and shared owners on mixed tenure schemes including London Living Rent, Affordable Rent and Social Rent.

Role purpose

To be directly responsible for the management of all shared ownership and leasehold schemes within ccha from the development stage to handover through to ongoing management and for mixed tenure schemes which also include London Living Rent, Affordable Rent and Social rent. To be the main point of contact and responsible for the delivery of effective housing management services to our shared owners and leaseholders, in liaison with internal departments, external agencies partners and contractors.To assist the Intensive Housing Services Manager to prepare and lease buildings to support agencies, and to be their main point of contact once the buildings have been leased. To be responsible for income recovery for homeowners, shared owners, and leaseholders.

Accountabilities

Homeownership (Shared Owners and Leaseholders)
- Acting as the central point of contact at ccha for shared owners, leaseholders and London Living Rent
- Working with the operational managers to develop and review our homeownership policies and procedures and providing support and guidance on these areas to other members of the operational teams.
- To provide excellent customer service and ensure high levels of homeownership satisfaction.
- Liaising with our external sales consultant over new completions and ensuring new residents receive settling-in checks.
- In conjunction with our sales consultants, advise residents on the staircasing and resales process.
- Enforcing lease agreements and taking necessary actions where residents breach their agreements in line with our policies and procedures.
- Oversee the setting of Service Charges and Sinking Fund for new developments including liaising with other departments.
- Resolving service charge queries and providing information to residents whilst also ensuring the charges are accurate and reflective of the services being received.
- Taking the lead for section 20 consultations, in partnership with Property Services or other departments that are procuring services.
- Carrying out property inspections to ensure the integrity of the building and structure has remained as when sold. Checking that residents submit relevant compliance documents as indicated within their leases, and that they understand their responsibilities for repairs during and after the defects period.
- Ensure the defect process is effectively carried out during the first year of a new development.
- Dealing effectively with reports of anti-social behaviour, working closely and jointly with external partners and agencies, and monitoring cases to conclusion. Preparing evidence for legal processes and providing victim liaison where necessary.
- Preparing documents for court and attending court and evictions or liaising with solicitors to do so where necessary.
- Responsible for all tenancy management issues on new developments including sites with mixed tenure.
- Managing all communal areas within the patch of estates and blocks, of shared owner or leasehold properties. Carrying out all checks and actions relating to health and safety compliance including fire safety.
- Overseeing any management agreements with other managing agents where there are jointly shared sites.
- Promoting partnerships working with contractors, carrying out effective liaison and consulting residents over improvements. Ensuring the effective delivery of all services such as gardening and cleaning, including monitoring for contract performance management.
- Working with the Development Coordinator to assist with the smooth delivery of new projects, including assisting in developing service charge schedules. Participation in the handover of sites and liaison with residents, partners, external organisations, developers and colleagues; attending site meetings or consultation meetings as appropriate and helping to embed new schemes.
- Undertaking consultation events and