Leasehold Operations Officer Lbhf624942

Shared Services Partnership; Greater London; On-site; GBP 45,000 - 47,000; Full time

Job summary

Hammersmith & Fulham Council is seeking a Leasehold Operations Officer to deliver a high-quality, compliant leasehold management service for around 5,000 leasehold and 11,000 tenanted homes. Reporting to the Leasehold Operations Manager, you will advise leaseholders, resolve complex issues, and collaborate with council teams to improve outcomes.

With responsibility from start to finish, you will handle cases, ensure lease term compliance, and contribute to resident satisfaction in a dynamic

Qualifications

• Educated to Level 3 and/or with significant relevant experience in housing.

Responsibilities

• Deliver a professional and compliant leasehold management service.
• Provide expert advice to leaseholders on lease interpretation and obligations.
• Investigate breaches of lease and maximise revenue where appropriate.
• Carry out site visits and inspections to assess compliance.
• Support legal actions such as forfeiture proceedings when appropriate.
• Manage Right to Buy applications and leasehold aftersales processes.
• Maintain accurate records and build-level information.
• Respond to queries and complaints from residents and stakeholders.
• Contribute to service improvements through feedback and surveys.

Skills

Leasehold management

Customer service

Communication

Education

Level 3 housing qualification

Job description

Salary range: £44,739 - £47,367 per annum
Work location: 145 King Street, Hammersmith, London W6 9JT
Hours per week: 36
Contract type: 3x Permanent
Vetting requirements: Basic DBS Check
Closing date: 7 October 2026
Interview date: 21 October 2026
Contact details for Informal discussion: Oliver Duxbury, Leasehold Operations Manager via email on [e-mail]

About the role

At Hammersmith & Fulham, we are ambitious in reforming the Council to ensure this is a place for everybody. Within the Economy department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

About the Role

This is a new role at the heart of our plans to deliver a modern, trusted and resident-focused leasehold service.

With around 5,000 leasehold and 11,000 tenanted homes, we are transforming how we support and engage leaseholders by creating a dedicated Leasehold Operations Team.

As a Leasehold Operations Officer, you will play a key role in delivering a high-quality, compliant leasehold management service to our residents.

Reporting directly to the Leasehold Operations Manager, you will act as a key point of contact for leaseholders, providing expert advice, resolving complex issues, and ensuring compliance with lease terms. You will take ownership of cases from start to finish and work collaboratively with teams across the Council to improve service outcomes and resident satisfaction.

This is a varied and rewarding role where you’ll be responsible for a wide range of duties.

Key Responsibilities

• Deliver a professional and responsive leasehold management service
• Advise leaseholders and colleagues on lease interpretation and obligations
• Investigate and resolve breaches of lease, and maximise revenue by raising Administration Charges as necessary
• Carry out site visits and inspections to assess compliance
• Identify and resolve lease anomalies, including tribunal applications where required
• Support legal action such as forfeiture proceedings when appropriate
• Manage Right to Buy applications and leasehold aftersales processes
• Maintain accurate records, reports, and building-level information
• Respond to queries and complaints from residents and stakeholders
• Contribute to service improvements through feedback and satisfaction surveys

Why join the Leasehold Services team?

This is an opportunity to contribute towards a new team delivering meaningful, positive change for our customers. You’ll work with passionate colleagues, engage directly with residents and play a key role in strengthening trust, transparency and service quality.

If you’re motivated by complexity, accountability and making a visible difference, this role is for you.

Our Values

We are proud to be an inclusive organisation that values diversity and promotes equal opportunities for all. We welcome applications from candidates of all backgrounds and are committed to creating a workplace where everyone feels valued and supported.

About You

We are seeking someone who is proactive, detail-oriented, and committed to excellent customer service.

Why Join Us?

• Opportunity to make a real difference for residents
• Supportive and collaborative team environment
• Flexible and agile working arrangements
• Commitment to professional development
• Inclusive employer committed to equality, diversity, and inclusion

Our mission is to be the best council. To do this we need the best people to help build our vision.

If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Educated to Level 3 and/or with significant relevant experience in housing

Our People Values:

How we act defines who we are. At the heart of our organisation is a common approach to defining 'who we are'. We are looking for people who can build this into everything they do.

We are fair
We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

We are caring
We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

We are collaborators
We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

We are driven
We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Our commitment to you:

At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working.

We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.

It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

To explore more about the work we do towards being an inclusive employer and our commitments to achieve this.

Asking for Adjustments

We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process.

If you would like to discuss any adjustments or request the application form in a different format, please contact us at [e-mail] or by post to The Town Hall, King Street, Hammersmith W6 9JU

Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ)