/ Role Profile
Leasehold Finance Officer
Salary / £30,097
Reporting To: / Head of Income & Lettings
Responsible For: / N/A
Role Purpose: / In conjunction with the Head of Income & Lettings, collect service charges income, cyclical works debts,and majorworks debts, shared ownership, rechargeable repairs and Commercial Rents, and update the accounting systems for these transactions in an efficient and accurate manner.
Play a key role in the development and adherence to THCH’s Credit Control Strategy.
Play a key role as a member of the Finance Income Team, ensuring a high quality customer-focused service is delivered to leaseholders in accordance with THCH’s aims and objectives.
Key Accountabilities / Key
Deliverables
Development of Policy and Procedure /
  • Assist the Head of Income & Lettings in the formulation of robust credit control policies and strategies and develop appropriate policies for the management of commercial properties.

Cyclical Works, Major Works and Rechargeable Debt recovery /
  • In conjunction with the Head of Income & Lettings:
  • Promptlyand efficiently collect Major Works debt and instigate legal proceedings to recover debt as necessary.
  • Promptly and efficiently collect cyclical works debt and instigate any legal action to recover debt as necessary
  • Promptly and efficiently collect rechargeable debt and instigate any legal action to recover debt as necessary
  • Agree and enforce payment arrangements entered into with leaseholders for the settlement of their bills.
  • Maintain and keep up to date leaseholders files and accounts with respect to Major Works matters.

Commercial Units /
  • Deal with and respond to commercial tenants and leaseholders’ queries and enquiries and refer property maintenance issues to the Maintenance Department.
  • Deal with new lettings including rent/lease agreements relating to commercial units and any required valuations and rent reviews.
  • Promptly and efficiently collect Commercial Units arrears and instigate legal proceedings to recover debts as necessary.
  • Maintain and keep up to date Commercial Units accounts on the Housing management system.

Shared Ownership Income /
  • Promptly and efficiently collect Shared Ownership rents and service charges and instigate legal proceedings to recover debts as necessary.
  • Maintain and keep up to date Shared Ownership accounts on the Housing management system.
  • Deal with enquiries for staircasing and where appropriate assist shared owners in progressing staircasing transactions.
  • Liaise and cooperate with Housing staff on matters relating to shared owners as necessary.

Leasehold Service Charges Income /
  • Promptly and efficiently collect Leasehold Service Charges arrears and instigate legal proceedings to recover debts as necessary.
  • In conjunction with the Head of Income & Lettings, maintain and keep up to date Leasehold Service charges accounts on the housing management systems.
  • Maintain and keep up to date leaseholders’ case files with respect to Leasehold Service Charges.

Reconciliations /
  • Monthly shared ownership bank reconciliations
  • Monthly reconciliation of Commercial Rents Bank Account
  • Commercial Rent Debtors Control
  • Shared Ownership Debtors Control Account
  • Leaseholder Service Charges Debtors Control
  • Leaseholder Major Works Recharge

Set up of new leaseholders /
  • Set up leasehold accounts on the housing management system, and deal with changes of ownership in an accurate and prompt manner.
  • Assist in maintaining accurate information for leaseholders and shared owners to facilitate accurate reporting for the new financing requirements.

Reporting /
  • Assist the Head of Income & Lettings with the production of performance monitoring and, where necessary, benchmarking reports on:
  • Major Works debts
  • Rechargeable repairs debt

  • Commercial Units arrears
  • Shared Ownership Arrears
  • Service Charges
  • Deputise for the Head of Income & Lettings at meetings to which these reports are presented and the LeaseholdersFocus Group.

Weekly Banking /
  • Assist with the counting and checking of cheque received and taking the weekly income for banking where necessary in accordance with the rota drawn by the Head of Income & Lettings

Continuous Development /
  • Maintain up-to-date knowledge of relevant legislation, codes of practice, procedures and policies.
  • Generate and implement Value for Money and efficiency measures in work practices, management and administrative systems both computerised and manual.
  • Actively participate in the THCH performance appraisal scheme.

Other Key Responsibilities /
  • Update the property register on a monthly basis
  • Respond to all correspondence/enquiries
  • Monthly calculation of major works interest
  • Process RTB/RTA applications and deal with related queries
  • Assist the Rent Finance Officer with the posting of payments when required
  • Assist with the updating of the property register on a monthly basis.
  • Deal with the issuing of Section 20 Notices and the invoicing of leaseholders.

Corporate /
  • Follow and promote THCH’s Equal Opportunities policy.
  • Carry out all duties in accordance with financial regulations, statutory requirements and performance targets.
  • Provide services in accordance with THCH’s policies, procedures and financial regulations.
  • Undertake any other duties commensurate with the grade as may be required from time to time.

Role related knowledge, skills and experience on recruitment
  • Educated to Degree level, or National Cert in Leasehold Management or equivalent.
  • Experience of working in a customer service environment
  • Proven experience within housing, leasehold or financial management within a housing association or a local authority.
  • Knowledge of credit control techniques.
  • Ability to interpret leasehold legal documentation and explain it in lay persons’ language.
  • Detailed and up to date knowledge of current best practice in relation to leasehold management within a multi cultural inner city environment.
  • Able to manage complex workload in a busy office where resources are at a premium.
  • Able to work with external agencies and groups.
  • Able to work flexibly and under pressure for sustained periods of time.
  • Able to balance the needs of all key stakeholders in THCH and the ability to explain complex decisions taken by the organisation in clear and concise manner.
  • Able to demonstrate effective and flexible leadership skills appropriate to a modern working environment.
  • Able to understand and respond clearly and sensitively to the needs and concerns of residents and commercial leaseholders.
  • Able to produce a wide range of written documentation on behalf of THCH
  • Able to demonstrate a commitment to Equal Opportunities and the management of diversity.
  • Good time management, demonstrating ability to prioritise and organise appropriately.
  • IT literate.

Core Competencies
DELIVERING AND ACHIEVING RESULTS /
  • Prioritises work and identifies areas requiring attention in order to achieve targets
  • Monitors to make sure that all government, Corporation and THCH standards and targets are known and worked towards
  • Consistently delivers against agreed objectives / business plan within agreed timescales
  • Monitors own performance against agreed targets
  • Knows what needs to be done and gets on and does it – uses initiative
  • Processes paperwork efficiently – is able to put hands on information / papers quickly

ACCOUNTABILITY /
  • Knows the right way to complete a task effectively and the standards to be applied
  • Takes responsibility for own actions / errors
  • Applies THCH policies, rules and procedures consistently and intelligently
  • Is not afraid of making decisions
  • Ensures queries are dealt with and resolved
  • Briefs others on nature of enquiry before passing it on
  • Manages own time productively and effectively prioritises tasks
  • Copes with emergencies that crop up unexpectedly and overcomes difficulties created by change
  • Knows when to ask for help
  • Is flexible and adapts to changes in the working environment
  • Sustains commitment and sees a task through to completion

RESPECT. RELIABILITY
AND TRUST /
  • Polite and courteous at all times to colleagues, residents, all contractors, suppliers, and visitors, even when they seem to create more difficulties
  • Treats others as important by valuing their contributions and respecting their diversity and difference
  • Delivers promises, keeps their word
  • Collaborates with colleagues to obtain commitment and to solve problems
  • Recognises impact of own work on other colleagues and teams
  • Demonstrates loyalty in supporting efforts / decisions of colleagues
  • Is responsive to others’ requests and gets back to them
  • Acts with integrity and conscience

KNOWLEDGE, KNOW-HOW & BUSINESS UNDERSTANDING /
  • Keeps up to date with relevant skills and knowledge and shows understanding of the priorities and limitations of own job
  • Learns new techniques or methods of working
  • Understands alternative ways of achieving good outcomes
  • Knows own targets and impact on business plan and service delivery
  • Has basic skills to carry out the job to expected standard and is up to speed on relevant information
  • Makes effective use of others’ areas of professional and specialist skills
  • Shows a working knowledge of the key themes and objectives of the THCH corporate plan
  • Is aware of the THCH financial regulations as affects own area of work
  • Is aware of the regulatory system for RSLs and the role of the Audit Commission and Housing Corporation

OPEN TO LEARNING /
  • Learns from own mistakes and weaknesses and develops self; identifies own training and development needs
  • Shows a genuine interest in learning and is willing to improve by attending training courses / other development initiatives
  • Learns from own experience and others’ advice
  • Accepts constructive criticism and acts upon it in order to progress
  • Is receptive to new methods of working; adapts to different working systems and conditions
  • Is willing to accommodate change in own work in order to allow for improvements in other areas
  • Is not set in one way of working where another way may prove more effective, and is questioning of traditional ways of working in the interests of improving systems and processes
  • Is self-motivating and shows a positive attitude to work and colleagues

CUSTOMER FOCUS /
  • Remains focused on customers’ needs and expectations and works on their behalf to improve service
  • Delivers the service within set systems and procedures, to agreed service levels
  • Doesn’t make assumptions, listens carefully and makes every effort to help customers to understand the advice and information given
  • Is open minded, courteous and helpful when dealing with others, treats each individual customer with respect
  • Recognises confidential and sensitive information and handles discreetly and with tact
  • Looks to resolve complaints effectively at the earliest opportunity; apologises where appropriate
  • Seeks feedback from customer and responds positively
  • Puts customer through to relevant person / section

TEAMWORK /
  • Provides assistance and support to fellow team members to ensure that objectives are met, or problems solved
  • Uses appropriate channels to communicate in given circumstances
  • Checks understanding to ensure good communications; takes time to explain
  • Passes on best information and knowledge available
  • Listens
  • Creates space to put in extra work when required, to “go the extra mile”
  • Does things off own back for sake of team without being asked
  • Takes to trouble to understand others’ roles ; covers for colleagues
  • Is considerate and aware of how their role impacts on others
  • Is seen as a good colleague by others

LEADERSHIP & PEOPLE MANAGEMENT /
  • Builds ownership of controversial decisions by involving others in the decision making process
  • Effectively resolves conflicts amongst individual team members
  • Creates a happy atmosphere at work-own team members willingly give extra effort/commitment, and display personal loyalty
  • Builds trust by openness and good communications within whole team; treats colleagues with respect and is approachable
  • Provides direction to help others deliver; removes barriers and obstacles to staff performing to expectations and developing further
  • Sticks with the strategy and maintains momentum in challenging circumstances
  • Takes and defends tough decisions when necessary to support the overall strategy
  • Is consistent, stays with decision if right
  • Leads by example; is cheerful and self-motivated
  • Demonstrates a clear understanding of the THCH business priorities
  • and can explain them to others
  • Sets clear targets and achievable priorities – gives clear instruction
  • Delegates appropriately to others and ensures it is done
  • Praises where praise is due
  • Is prepared and capable of taking action to discipline or counsel staff where necessary
  • Enables supports and encourages others to resolve problems on their own.
  • Actively encourages staff participation in business discussions
  • Promotes interdisciplinary co-operation, actively pulling teams together to deliver service objectives
Remains calm in “crisis” situations; makes rational decisions under pressure
VISION /
  • Takes a balanced view of long-term objectives and short-term needs
  • Inspires confidence and commitment from others in the direction taken
  • Foresees both present and potential problems or risks; can recommend solutions or options
  • Understands THCH’s priorities, knows its strengths and limitations
  • Set objectives and expectations of others in line with strategic plans
  • Provides clear direction
  • Learns from others’ experience
  • Is pragmatic in decision-making
  • Is innovative in problem-solving and service improvement

Date issued: 23 March 2018

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