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.
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.
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.
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.
- Responding to applications for landlords’ consent and processing legal enquiries which may require solicitor input.
- 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 community participation activities with shared owners and leaseholders, which may be out outside of the usual office hours as and when necessary.
- To be responsible for providing housing management services to a small number of General Needs rented residents living on our mixed tenure schemes, including voids and allocations, tenancy enquiries and breaches including ASB and management of the communal areas including estate services.
Income Management – Homeowners, Leaseholders, Shared owners
- Carrying out rent collection and arrears management in line with our policies and procedures, and effectively recording all stages electronically, and when necessary preparing court documentation.
- Monitoring of the arrears performance for these areas including providing reports and KPI updates for the teams and operations managers to ensure income is maximised across all sectors.
- Processing any financial information, checking and preparing invoices for approval in line with organisational policies and procedures such as resident recharges.
- Promoting ccha social and financial inclusion services, including, working with external partners and agencies to ensure effective tenancy sustainment and home ownership, help on issues arising from Welfare Reform changes.
Supported Housing Lease Arrangements
- Assisting the Housing Services Manager with leasing projects by collating information regarding ccha buildings in preparation for their leasing to other Landlords.
- Managing and maintaining relationships with agencies that have entered into contractual agreements to lease our supported housing buildings.
- Ensuring partners/agencies comply with the legal contracts, agreements and processes that protect the association's interests.
- Helping the operational managers to develop innovative services and delivery models that meet the strategic requirements of ccha and partners.
- Keeping accurate records on the housing management services relating to this role, individual residents, homeowners and properties, and effectively utilising the electronic and file management systems.
- Working with the Community Investment team to assist in the delivery of the corporate objectives for community investment and resident engagement.
- As part of the Neighbourhood Services Team, to collect relevant information and successfully deliver against Key Performance Indicators and corporate objectives at all levels of the housing management service.
- Ensuring all statutory regulations and ccha Health & Safety guidelines are complied with, including safeguarding and raising any concerns with the Housing Services Manager regarding residents in our older persons accommodation, to protect customers, employees and the business interests of ccha. This includes conducting risk assessments, flagging residents who pose a risk to staff and contractors, conducting estate/block inspections and fire checks, and working within lone working safety procedures.
Standard for all roles
- Pro-actively support ccha’s business plan and team objectives and strategies.
- To fulfil any delegated responsibilities given around ccha’s subsidiary company.
- To manage and respond to complaints using a collaborative and co-operative approach towards resolving them, working with colleagues across teams and departments; taking a collective responsibility for any shortfalls identified through complaints rather than blaming others and acting within the Professional Standards for engaging with complaints as set by the Chartered Institute of Housing.
As an organised professional who is self-motivated, knowledgeable, adaptable, and flexible in their approach, you will need to demonstrate:
- Effectively communicate with a wide range of internal and external contacts including leaseholders, shared owners, residents and solicitors
- A good understanding of variable service charge provisions and practices
- Experience in managing a large and varied workload and meeting performance targets
- Experience working with shared owners and leaseholders
- Ability to implement good Neighbourhood and estate management practices including health and safety compliance
- Ability to read, interpret, apply and explain leases and title documents
- Excellent communication and customer service standards and delivery
- Accountability and taking ownership of your work areas
- Excellent standard of numeracy, literacy and competent IT skills
- Able to present information clearly, systematically, and accurately
- Ability to use own initiative and apply sound judgement and make decisions
- Driving license
- Access to a vehicle and business use insurance
- DBS check
PLEASE NOTE: An online application form will need to be completed for this role. This will be sent to you once you have applied below.