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 CV
If this sounds of interest, I'd love to have a chat please apply or get in touch to find out more.
