Job Description

Leasehold Engagement Officer

London | Hybrid Working | 18 Month Contract

A London-based local authority is looking to recruit a Leasehold Engagement Officer to support the delivery of a large-scale housing programme focused on improving residential safety and compliance.

This is a front-line, resident-facing role, where you will manage a high-volume leasehold portfolio and act as a key point of contact for leaseholders throughout the lifecycle of planned works. You'll play a critical role in ensuring residents are informed, supported, and engaged at every stage.

Key Responsibilities

Manage a large caseload of leasehold properties, acting as the main contact for all resident queries

Lead on the delivery of Section 20 consultation processes, including issuing notices and managing responses in line with statutory requirements

Proactively engage with leaseholders via phone, email, and written correspondence, explaining works, costs, and timelines clearly

Respond to complex enquiries around service charges, payment options, and programme delivery

Process and manage self-replacement applications, ensuring compliance with required specifications

Carry out site visits and inspections, including checking completed works and addressing access issues

Maintain accurate and comprehensive case records, ensuring full audit trails are in place

Support enforcement processes for non-compliance and escalate cases where necessary

Liaise with contractors to coordinate access, appointments, and installation schedules

About You

Strong understanding of Section 20 consultation processes (desirable but not essential)

Excellent communication skills, with the ability to translate complex and technical information into clear, accessible language

Confident managing sensitive conversations, including complaints and cost-related discussions

Highly organised, with experience managing large, complex caseloads

Comfortable carrying out site visits and working across a borough

What's on Offer

Hybrid working model with a mix of office, home, and site-based work

Opportunity to contribute to a high-profile housing programme with real community impact

Supportive team environment with clear processes and structure

Experience within a large-scale programme, adding strong value to your CVIf this sounds of interest, I'd love to have a chat please apply or get in touch to find out more