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Leasehold Advisor

2 months ago

London, Greater London, United Kingdom CRA GROUP LIMITED Full time
Job Description

Job Summary:

We are seeking a highly skilled Leasehold Advisor to join our team at CRA GROUP LIMITED. As a Leasehold Advisor, you will provide expert advice and information to leaseholders, delivering excellent customer service and working collaboratively with others to achieve the Leasehold Team's goals.

Key Responsibilities:
  • Resolve disputes with leaseholders and arrange associated compensation and write-offs, responding to complaints and FOI requests, and resolving issues after invoices have been issued.
  • Ensure enquiries from leaseholders, solicitors, benefits agency, and other sections are answered promptly and within statutory time scales, maintaining a high level of customer care.
  • Work closely with the Finance Team to produce estimates, actuals, interim, and final accounts in a timely manner.
  • Collaborate with all staff and leaseholders to deliver changes generated by improvement plans, suggest further improvements, and produce monitoring information for the Leasehold Management Team.
  • Identify ways to improve the service, reflecting feedback from customers, and minimize administration fees through efficient and thoughtful working practices.
  • Deal with written and telephone enquiries from leaseholders that cannot be dealt with by the hub, carrying out complex routine processes, such as processing discretionary and mandatory cap applications.
  • Engage with leaseholders, planning, attending, and following up on forums, TRAs, Saturday surgeries, estate inspections, and statutory and non-statutory consultation, arranging and holding one-to-one meetings, and working at flexible times according to the needs of the service.
  • Be responsible for communications with leaseholders, drafting letters, newsletters, web content, leaflets, etc., in conjunction with other teams and leaseholders.
  • Assess leaseholders' liability and calculate leaseholders' share of charges accurately, enabling full and prompt recovery of recharges to leaseholders, applying knowledge of regulations and the lease to ensure consultation is compliant and robust.
  • Write and communicate at a level appropriate for dealing with leaseholders and briefing senior staff, including the Head of Service.
  • Advise leaseholders on payment options available and refer vulnerable leaseholders for assistance through the Money Help and Advice service or other suitable services.
  • Advise contract administrators and consultants to ensure consultation letters and costings are correct and leaseholders are advised appropriately, advising staff in other services of Section 20 requirements.
  • Advise the internal solicitor of disputed cases and supply documentation for cases for First-Tier Tribunal and court proceedings.
  • Provide monthly updates on work carried out as a virtual friend.
  • Take a proactive approach to own professional development.
  • Use mapping software and lead on creating new or amending existing estate maps, working with internal and external stakeholders, carrying out estate inspections and measurements to ensure estate maps accurately reflect communal parts of estates and blocks.
  • Lead on amending lease records in line with lease extensions and lease rectifications, taking the 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.
Essential Experience and Qualifications:
  • Up-to-date knowledge of relevant policy and legislation relevant to Leaseholder Services.
  • Knowledge of advising staff in other services of Section 20 requirements.
  • Knowledge of calculating final account recharges within statutory time limits or serve S20b notices to safeguard recovery of recharges.