Neighbourhood Manager

Reed; Norwich; On-site; GBP 21,000 - 30,000; Full time

Job summary

Reed in Norwich is seeking a Leaseholder Manager to lead leasehold and shared ownership services within a residential community. The role focuses on delivering high-quality, customer-focused service and improving resident satisfaction while ensuring compliance with lease terms and related legislation.

You will work with residents, contractors, and internal teams to drive improvements, oversee obligations, and provide expert guidance on a wide range of leasehold matters, contributing to

Qualifications

• Experience managing leasehold or shared ownership services.
• Strong customer service orientation with residents.
• Ability to interpret lease terms and relevant legislation.

Responsibilities

• Act as the leasehold services champion, promoting best practice.
• Lead on service improvements using resident feedback and data insights.
• Manage service charge processes with accuracy and transparency.

Skills

Leasehold management

Customer service

Stakeholder liaison

Performance data analysis

Communication

Job description

Our client is looking for a Leaseholder / Neighbourhood Officer

Location: Norwich
Salary: £18.84 PH - 3 months could be extended and could go temp to perm for the right candidate
Hours: Full Time

Are you an experienced leasehold professional with a passion for delivering outstanding customer service and building strong resident relationships? We are seeking a proactive and knowledgeable Leaseholder Manager to lead the delivery of high-quality leasehold and shared ownership services within a residential community in Norwich.

This is an exciting opportunity to play a key role in improving services, enhancing resident satisfaction, and ensuring compliance with leasehold responsibilities and relevant legislation.

About the Role

As the Leaseholder Manager, you will be the lead specialist for leasehold and shared ownership management, ensuring residents receive a professional, responsive, and customer-focused service. You will work closely with internal teams, residents, contractors, and external stakeholders to drive service improvements, oversee leasehold obligations, and provide expert guidance on a wide range of leasehold matters.

You will champion excellent service delivery, using performance data and resident feedback to continuously improve outcomes for residents whilst promoting transparency, value for money, and effective communication.

Key Responsibilities

• Act as the organisation's leasehold services champion, promoting collaboration and best practice.
• Lead on service improvements for leaseholders and shared owners using resident feedback and performance insights.
• Work alongside service charge colleagues to ensure accurate and transparent service charge management.
• Serve as the main point of contact for leaseholders and shared owners, providing advice, guidance, and support.
• Ensure residents understand their rights, responsibilities, and obligations under their lease.
• Manage complex leasehold cases and take appropriate action when required.
• Monitor expenditure and demonstrate value for money for residents.
• Conduct regular estate inspections with residents, stakeholders, and contractors.
• Prepare and manage statutory consultation processes, including Section 20 consultations for major works.
• Investigate and resolve complaints, enquiries, and service issues within agreed timescales.
• Undertake home visits, inspections, and enforcement action where appropriate.
• Manage anti-social behaviour cases involving leaseholders.
• Process applications requiring landlord consent under lease agreements.
• Support resident engagement and participation in neighbourhood and service-related decisions.
• Work closely with asset management teams to identify and coordinate planned maintenance and improvement works.

We are looking for someone who is:

• Open and willing to learn from experience.
• Responsible and committed to delivering high-quality outcomes.
• Collaborative and supportive of a one-team culture.
• Fair, respectful, and customer-focused.
• Innovative and adaptable to change.
• Reliable and committed to achieving positive results for residents.
• Trustworthy and professional in all interactions.
• Environmentally aware and committed to sustainable working practices.