Resident Leasehold Engagement Lead

Ealing; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

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.

Qualifications

• 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.

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.

Skills

Resident engagement

Customer relations

Housing services

Leasehold management

Communication skills

Plain language explanations

Stakeholder engagement

Report writing

Equality and inclusion

Job description

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.