JOB DESCRIPTION
JOB TITLE: / Leasehold & Commercial Services Officer / DATE EVALUATED: / TBC
GRADE:
LINE MANAGED BY: / TBC
LINE MANAGES: / Scheme Managers/Estate Staff/Cleaners/Caretakers
SUMMARY OF POST:
This role will provide high quality property management including estate inspections, fulfilling the landlord’s obligations required by the terms of the lease, engaging with residents/lessees//clients, collaborating with other departments on repair and maintenance and health and safety compliance to:
1. / provide a full range of property, facilities and estate management services to the leasehold housing stock, including a re-sales service
2. / assist with the management of a portfolio of commercial premises and other alternative tenures (non-affordable housing) owned by DCH
3. / provide a complete management service to residents in accordance with the DCH policies and procedures
4. / provide a quality housing and estate management service to market rented and intermediate properties and fulfil managing agent services where DCH acts as managing agent for developments/schemes
Key Accountabilities:
1. / LEASEHOLD MANAGEMENT SERVICE
1.1 / Ensure leaseholders are informed of their rights and responsibilities and the provisions of the lease are understood and managed for compliance
1.2 / Ensure that the management service for leasehold properties is carried out in accordance with the terms of the leases, DCH policies and procedures and professional practice
1.3 / Promote and support the effective engagement of leaseholders in the development of high quality service standards which provide value for money
1.4 / Carry out estate management duties, including those in connection with estate staff, residents’ queries and general management issues. Make periodic visits to schemes, by appointment where necessary to ensure effective scheme management
1.5 / Liaise with the estate staff and other relevant agencies to assess support needs of potential purchasers for retirement leasehold properties
1.6 / Commissioning and managing contracts (in conjunction with asset management) for estate services, (monitoring grounds maintenance and cleaning works) on specific developments, acting as agent where applicable, ensuring statutory consultation requirements are met in respect to service charges
1.7 / Deal with legal enquiries and process relating to the re-sale of existing leasehold properties
1.8 / Ensure the accurate construction of service charge budgets and accounts so that all charges are reasonable and recoverable under the terms of the lease and, where applicable, fee calculations
1.9 / Assist with service reviews, viability assessments and other projects to support continuous improvement and achievement of the DCH strategy
1.10 / Deal effectively with service enquiries or complaints from leaseholders and clients
1.11 / Manage and monitor expenditure and budgets, taking appropriate action where variances occur
2. / Alternative tenure (commercial premises, market rent, intermediate rent, private sector leasing)
2.1 / Marketing, letting and management of tenancies let on market rent or intermediate rent terms
2.2 / Ensure tenancy deposits are administered in line with legislation and deposit scheme requirements
2.3 / Ensure inspections of market rented properties are carried out as and when required
2.4 / Manage and coordinate the property management functions for alternative tenures
2.5 / Ensure the effective and complete management of leases for DCH commercial property, ensuring adherence to the terms of the lease and landlord and tenant acts and oversee rent reviews, recommending rents which reflect market conditions
2.6 / Compile performance data for the team and the organisation and prepare and present reports as required
3. / Facilities/Residential Block Management/Managing Agent Services
3.1 / In conjunction with the compliance, facilities and asset management teams arrange the management of all service contracts and cyclical and planned maintenance programmes
3.2 / Fulfil full managing agent duties in line with specific agreements, attending client meetings and coordinating housing and property services which meet the standards and specification of particular agreements and professional practice
3.3 / To assist in developing new business and carrying out viability assessments
3.4 / Support the commissioning of new developments, in particular in the setting of service charge and sinking funds and oversee the management of estate services to mixed tenure developments, as necessary, in liaison with other agencies
4. /

LEADERSHIP AND PEOPLE MANAGEMENT

4.1 / Recruitment and management of staff, including
  • to organise a full induction programme for new staff
  • to undertake annual appraisals and performance reviews
  • to identify training and development needs and ensure that training plans are written, actioned and monitored
  • to deal with absence management matters, grievance and disciplinary matters in accordance with DCH procedures

4.2 / Coach and support estate staff/scheme managers, with an emphasis on good communication, empowerment, individual accountability and inter-team working
5. /

GENERAL

5.1 / Adhere to and promote the Group’s policies and procedures, with special attention being given to the Equality, Diversity & Inclusion, Health, Safety & Wellbeing, Data Protection policies. To represent DCH in a professional manner and to uphold the DCH values.
5.2 / Undertake any appropriate training as required by DCH.
5.3 / It is a requirement of this post to work outside of ‘normal’ working hours and to respond to out-of-hours emergencies as part of the duty rota and stand-by contact. Agreed place of work may vary between offices
Whilst this job description attempts to cover the main duties and responsibilities of the post it is not exhaustive. The postholder is, therefore, expected to undertake any other reasonable duties within their capabilities and the scope of the post as specified by their line manager. In such circumstances appropriate training will be provided.
Fundamental changes to the job description will only be made after consultation with the post holder(s).

LEASEHOLD & COMMERCIAL SERVICES OFFICER

PERSON SPECIFICATION

ATTRIBUTES / Essential criteria / Assessment method
JOB KNOWLEDGE / Relevant knowledge of residential and commercial leases
Good knowledge of legislation and best practice in leasehold and commercial management
A proven track record of achieving high quality customer services
Experience of managing large multi-tenure estates and residential block management and of sourcing and managing service contracts / Application form and interview
JOB SKILLS / Ability to:
Work accurately with financial information
Organise and pay attention to detail
Plan, set standards and goals and measure performance
Communicate logically, concisely and persuasively to a range of audiences
Commercial awareness and skills associated with leasehold management services and alternative tenure (commercial premises, market rent, intermediate rent, private sector leasing) / Interview and assessment centre
EDUCATION, QUALIFICATIONS AND TRAINING / Good general education to HNC standard or equivalent through relevant experience
Preferably membership of RICS/IRPM or willingness to work towards this / Application form
LEADERSHIP AND PERSONAL
ATTRIBUTES / Ability to empower, develop and enthuse staff
Performance and results driven
Resilient with the ability and organisational skills to withstand pressure of competing demands and meeting tight deadlines
High integrity and personal standards modelling the group’s values
Good ICT skills / Interview and assessment centre
OTHER REQUIREMENTS / Full driving licence
Willingness to travel and be flexible in hours of work when required