Managing Agent & Leasehold Officer

Housing Diversity Network; Greater London; Hybrid; GBP 34,000 - 43,000; Full time

Benefits offered by this job

Competitive salary

Generous leave

Professional development opportunities

Job summary

Moat is expanding our Managing Agents and Owned Tenures team and is recruiting three Managing Agent & Leasehold Officers to support customers across designated geographical patches.

As a Managing Agent & Leasehold Officer, you'll support leaseholders, shared owners and freeholders, offering expert guidance on leasehold obligations and service charges. This role drives compliant, high-quality service and value for money.

Qualifications

• Experience within leasehold, property management or housing environments.
• Ability to interpret leases and apply leasehold legislation in practice.
• Strong analytical and problem-solving skills.

Responsibilities

• Managing complex leasehold enquiries, complaints and escalations.
• Working with managing agents, freeholders and internal teams to resolve issues and improve service.
• Providing expert advice on leasehold obligations and property management matters.
• Supporting Section 20 consultations, service charge queries and leasehold disputes.
• Monitoring managing agent performance and identifying service improvements.
• Supporting compliance, governance and building safety oversight across schemes.
• Collaborating to improve the customer experience for leaseholders and shared owners.

Skills

Leasehold experience

Property management

Managing agents

Housing sector

Job description

Role title: Managing Agent & Leasehold Officer (3 Roles Available)

Salary: £34,418 - £43,022 per annum plus £2411 Essential Car User Allowance

Contract: Permanent

Hours: 35 hours per week

Location: Based at one of our offices in Dartford, Ashford (Stanhope), Maldon or Pollards Hill (Mitcham), with travel across your designated region (see below) and to other office locations as required. We work in an agile way, with time typically split between the office, working on your patch, and home working by arrangement (usually 2–3 days in the office).

We're expanding our Managing Agents and Owned Tenures team and are recruiting three Managing Agent & Leasehold Officers to support customers across designated geographical patches:

• 1 x London South East and Essex
• 1 x London South, Sussex and Mid Kent
• 1 x West Kent and East Kent

Are you an experienced leasehold, property management or housing professional looking for an opportunity to make a real difference for customers? These are exciting new roles that will play a key part in improving our leasehold and managing agent services, strengthening relationships with key partners, and ensuring our customers receive a compliant, transparent and high-quality service.

About the role

As a Managing Agent & Leasehold Officer, you'll be responsible for supporting shared owners, leaseholders and freeholders across your allocated patch, including schemes managed directly by Moat, developments where Moat has a leasehold interest, and schemes managed by third-party landlords, freeholders and managing agents.

Acting as a leasehold and managing agent specialist, you'll work closely with colleagues across neighbourhood, property and service charge teams, providing expertise on complex leasehold issues, customer escalations, managing agent performance and dispute resolution.

You'll help ensure services are delivered compliantly and effectively, support customers through complex issues, identify risks, and challenge poor performance where necessary to achieve better outcomes and value for money.

What you'll be doing

• Managing complex leasehold enquiries, complaints and escalations.
• Working with managing agents, freeholders, Resident Management Companies and internal teams to resolve issues and improve service delivery.
• Providing expert advice on leasehold obligations, rights, responsibilities and property management matters.
• Supporting Section 20 consultations, service charge queries and leasehold disputes.
• Monitoring managing agent performance and identifying opportunities for service improvement.
• Supporting compliance, governance and building safety oversight across schemes within your patch.
• Working collaboratively to improve the customer experience for leaseholders, shared owners and other customers receiving services through managing agent arrangements.

What we’re looking for

You’ll have experience within leasehold, property management, managing agent or housing environments and be confident dealing with complex technical and customer-focused issues.

We're looking for someone who:

• Has experience interpreting leases and applying leasehold legislation in practice.
• Understands leasehold management, service charges and property management arrangements.
• Can build strong relationships and work effectively with a range of stakeholders.
• Is comfortable managing difficult conversations, disputes and escalated cases.
• Has strong analytical and problem-solving skills.
• Can communicate complex information clearly and professionally.
• Is committed to delivering excellent customer service and driving positive outcomes.

This is an opportunity to help shape a newly created role within a new specialist team. You'll work across a varied portfolio of schemes, develop your expertise and play an important role in improving services for our customers.

If you're passionate about leasehold management, customer advocacy and delivering high-quality services, we'd love to hear from you.

To read about the role in more detail, please refer to the job description here: ma-leasehold-officer-jd-september-2026.pdf

About us

Moat is a housing association in the South East of England, owning and managing over 20,000 homes across London, Kent, Essex, and Sussex. We're more than just a housing provider; we're a community focused organisation dedicated to creating positive change in the lives of our customers and the neighbourhoods we serve.

As one of the Homes England delivery partners, we develop around 600 new homes every year. Our team of over 450 passionate professionals are committed to providing high quality, affordable homes, and excellent services to our customers.

Our values

• Own it: We take responsibility for our actions and deliver on our promises.
• Better together: We believe in the power of collaboration to achieve greater outcomes.
• Lead by example: We set high standards and inspire others through our commitment to excellence.
• Be the change: We embrace innovation and proactively address challenges.

Why join Moat?

• Make a real impact in our communities.
• Work with a supportive and passionate team.
• Enjoy competitive salaries and generous leave.
• Benefit from numerous personal and professional development opportunities.

Our commitment to creating a positive work environment has earned us recognition as one of 'The Sunday Times Best Places to Work' in 2025.

For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)