Leasehold Engagement Officer

Ealing; Greater London; Presencial; GBP 30.000 - 40.000; Jornada completa

Descripción de la vacante

Ealing Council in London is seeking a proactive Leasehold Engagement Officer to join the Home Ownership & Leasehold Services team. You will strengthen relationships with leaseholders, inform and consult residents, and help ensure high standards of service.

You will coordinate meetings, support statutory consultations (Section 20), report on engagement outcomes, and promote inclusive participation across the borough.

Formación

• Has experience of resident engagement, customer relations, housing services or leasehold management.
• Has excellent communication and interpersonal skills, with the ability to engage confidently with residents and stakeholders.
• Can explain complex housing and leasehold matters in clear, accessible language.
• Understands the challenges faced by leaseholders, particularly in relation to service charges, major works and housing maintenance.
• Has experience of organising meetings, consultation events and community engagement activities.
• Can manage competing priorities, work independently and meet deadlines.
• Is confident handling difficult conversations and resolving sensitive customer issues.
• Has strong written skills and experience preparing reports, correspondence and presentations.
• Is committed to equality, diversity, inclusion and delivering excellent public services.

Responsabilidades

• Develop and maintain positive relationships with leaseholders across the borough.
• Organise and facilitate leaseholder meetings, forums, consultation events and engagement sessions.
• Ensure leaseholders are kept informed about major works, service charges, planned maintenance and other housing-related matters.
• Support statutory consultation processes, including Section 20 consultations, ensuring leaseholders understand the process and have opportunities to comment.
• Identify recurring issues and themes raised by leaseholders and recommend improvements to services.
• Promote resident participation and encourage leaseholders to have a voice in decisions affecting their homes.
• Monitor engagement activities and produce reports on feedback, outcomes and service improvements.
• Ensure that all engagement activities are inclusive, accessible and responsive to the diverse needs of residents.

Conocimientos

Resident engagement

Customer relations

Housing services

Leasehold management

Communication skills

Plain language explanations

Stakeholder engagement

Report writing

Equality and inclusion

Descripción del empleo

We are looking for a proactive, customer-focused and enthusiastic Leasehold Engagement Officer to join our Home Ownership & Leasehold Services team.

This is an exciting opportunity for someone who is passionate about improving residents' experiences and strengthening relationships between the Council and its leaseholders.

The postholder will play a key role in developing and delivering effective leaseholder engagement activities, ensuring that leaseholders are informed, consulted and actively involved in decisions that affect their homes and communities.

You will act as an important link between leaseholders, housing management, repairs, major works and other council departments, helping to ensure that residents receive clear information, timely responses and a high standard of customer service.

Key responsibilities

• Develop and maintain positive relationships with leaseholders across the borough.
• Organise and facilitate leaseholder meetings, forums, consultation events and engagement sessions.
• Ensure leaseholders are kept informed about major works, service charges, planned maintenance and other housing-related matters.
• Support statutory consultation processes, including Section 20 consultations, ensuring leaseholders understand the process and have opportunities to comment.
• Identify recurring issues and themes raised by leaseholders and recommend improvements to services.
• Promote resident participation and encourage leaseholders to have a voice in decisions affecting their homes.
• Monitor engagement activities and produce reports on feedback, outcomes and service improvements.
• Ensure that all engagement activities are inclusive, accessible and responsive to the diverse needs of residents.

About you

We are looking for someone who:

• Has experience of resident engagement, customer relations, housing services or leasehold management.
• Has excellent communication and interpersonal skills, with the ability to engage confidently with residents and stakeholders.
• Can explain complex housing and leasehold matters in clear, accessible language.
• Understands the challenges faced by leaseholders, particularly in relation to service charges, major works and housing maintenance.
• Has experience of organising meetings, consultation events and community engagement activities.
• Can manage competing priorities, work independently and meet deadlines.
• Is confident handling difficult conversations and resolving sensitive customer issues.
• Has strong written skills and experience preparing reports, correspondence and presentations.
• Is committed to equality, diversity, inclusion and delivering excellent public services.

You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage.

It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we're looking forward to hearing from you.

We've tried to make this website as accessible as possible. You can use the accessibility widget on the right hand side to make it more accessible to you and your needs.

Ealing Council is committed to creating good jobs and delivering on its connected communities' agenda. We are committed to equality of opportunity, to being fair and inclusive.

We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently underrepresented in Ealing's workforce.

Please note all applications will be determined on merit.

Closing date: 3 December 2026