Home Ownership Customer Officer

Bromford Housing Group; The Marches; Hybrid; GBP 29,000 - 38,000; Full time

Benefits offered by this job

Hybrid working across locations

Employer pension up to 10%

Employee Assistance Programme with 24/

Annual benefits allowance £500

Generous holiday and sick pay

Fully funded CIH qualification

Job summary

Bromford Housing Group is hiring for a role covering Staffordshire and The Marches. You will own day-to-day homeownership queries, manage income recovery tasks, and coordinate with Place-based and legal teams to achieve positive outcomes.

The role offers variety and autonomy, with travel across the region and collaboration with internal teams to support vulnerable customers and ensure compliant processes.

Qualifications

• Experience in housing income, leasehold management or neighbourhood management.
• Knowledge of homeownership leases and arrears recovery processes.
• Understanding of welfare benefits legislation.
• Ability to work with solicitors, legal teams and lenders.
• Strong organisational and communication skills.
• Must hold a full UK driving licence and be willing to travel across region.

Responsibilities

• Own day-to-day homeownership queries from first contact to resolution.
• Handle housing management and basic lease-related enquiries.
• Support customers face-to-face via home visits when needed.
• Drive income collection and arrears recovery with sustainable payment plans.
• Prepare notices and referrals to solicitors as required.
• Conduct Income & Expenditure assessments and provide welfare guidance.
• Maintain accurate case records and ensure GDPR compliance.

Skills

Housing income experience

Leasehold management

Arrears recovery knowledge

Welfare benefits legislation

Collaborative with legal teams

Full UK driving licence

Education

GCSEs in Maths and English

Job description

Contract: Permanent, Full-time, 37.5 hours per week
Operational patch: Staffordshire and The Marches
Closing date:Sunday 8 November

At BFL, Place is at the heart of our Strategy 2026-31 and brings our purpose, enabling people to thrive, to life. Because thriving communities are about more than just great homes. They’re about safe, connected and inspiring neighbourhoods where people can truly belong and build strong foundations for their lives.

Through Place, we take a wider view of every community we serve — creating meaningful partnerships and joining forces with others to make each Place stronger.

About the role

Working across your regional patch, you’ll take ownership of day‑to‑day homeownership queries, income recovery tasks, and case management. You’ll be a visible, proactive presence — supporting customers, progressing cases, and working closely with Place‑based teams, legal colleagues and external solicitors, and the New Homes team to create positive outcomes.

This role offers variety, autonomy, and the chance to make a real impact in people’s lives, especially those who need extra guidance or early intervention.

What you’ll be doing

• Managing homeownership customer cases from first query through to resolution.
• Handling a wide range of housing management and basic lease related enquiries.
• Supporting customers face‑to‑face through home visits when needed.
• Driving income collection and arrears recovery activity, including negotiating sustainable payment plans.
• Preparing notices, legal documentation, and referrals to solicitors in line with procedure.
• Completing Income & Expenditure assessments and offering budgeting or welfare benefits guidance.
• Collaborating with colleagues to reduce arrears while balancing customer vulnerability, support needs, and organisational risk.
• Maintaining accurate case records and complying with GDPR requirements.
• Identifying risks early and escalating high‑risk or complex cases appropriately.
• Providing customer insight to help shape and improve service delivery.
• Participate in home ownership customer consultation events as required

About you

You’re someone who builds trust quickly, communicates clearly, and thrives in a role where no two days look the same. You’re confident managing your own caseload, able to balance empathy with strong decision‑making, and motivated by helping customers achieve sustainable outcomes.

You will also bring:

• Experience in housing income, leasehold management, neighbourhood management or similar.
• Knowledge of homeownership leases and arrears recovery processes.
• An understanding of welfare benefits legislation.
• The ability to work collaboratively with solicitors, legal teams, lenders, and internal colleagues.
• Strong organisational and communication skills.

You will also need

• A full UK driving licence and the ability to travel across your region.
• GCSEs in Maths and English (Grade C/4 or above) or equivalent.

If you’re driven by delivering great customer experiences and confident working within homeownership, we’d love to hear from you.

Please refer to the job description to ensure you meet the essential criteria of the role.

If this sounds like the right next step for you, and you’re motivated by making a real difference in our communities, we’d love to hear from you.

What we offer

Hybrid working, with the flexibility to work across our main locations and home

Occupational Health, mental health first aiders, menopause champions and annual health checks

A choice of pension schemes with employer contributions of up to 10%

Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family

Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more

Generous holiday, occupational sick pay and paid family leave

Fully funded CIH qualification, if it’s a requirement of your role

About us

We’re part of one of the biggest housing associations in the country, Bromford Flagship . As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.

We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.

But we’re only just getting started.

Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.

And we’ve created a thriving place of our own – giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future‑ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our values.

We’re a place for people determined to make a difference.

Bromford. A place to make your own.

Our commitment to equality, diversity and inclusion

We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values‑driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.

We are a proud \"Disability Confident\" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community.

Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.