At a Glance
- Tasks: Manage consultation processes and ensure compliance for major works in housing.
- Company: Join the London Borough of Havering's dedicated Home Ownership team.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Flexible working hours and potential for evening meetings.
- Why this job: Make a real difference in housing services while developing your expertise.
- Qualifications: Customer service experience and strong organisational skills are essential.
The predicted salary is between 207 - 207 £ per hour.
About Us
At the London Borough of Havering, our Home Ownership team is committed to delivering a high-quality, transparent and customer-focused leasehold service. We manage a diverse and growing portfolio across the borough and are focused on improving compliance, performance and value for money for our residents.
About the Job
As a Section 20 Consultation Officer, you will play a key role in ensuring statutory compliance and effective delivery of major works consultation and billing processes. You will be responsible for preparing and issuing Section 20 consultation notices and major works invoices, ensuring all documentation is accurate and served in line with legislative requirements, Council policies and strict statutory timescales.
You will:
- Manage the end-to-end Section 20 consultation process, ensuring consistency, accuracy and compliance with relevant legislation and procedures
- Provide advice and guidance to colleagues and residents on major works consultation, billing and leaseholder obligations
- Liaise with leaseholders, resident groups and stakeholders to support understanding and maximise income recovery for major works
- Prepare documentation and present evidence for First Tier Tribunal or Court proceedings where required
- Maintain accurate manual and electronic records, ensuring data is up to date and compliant with Council standards
- Monitor performance against targets and contribute to service improvements and process development
- Investigate enquiries, complaints and Member/MP correspondence, providing clear and timely responses
You will take responsibility for managing your workload independently, making informed decisions on complex cases and ensuring all statutory and corporate deadlines are met.
About You
We are looking for a detail-oriented and customer-focused individual who can work effectively in a fast-paced and high-pressure environment. You will:
- Have experience working in a customer-facing role, providing advice and information to residents or stakeholders
- Demonstrate strong organisational and administrative skills, with excellent attention to detail
- Be able to manage competing priorities and deliver work to strict deadlines
- Have the ability to review and interpret information and apply policy in a practical and consistent way
- Be a confident communicator, able to explain complex information clearly and handle challenging conversations professionally
- Show initiative and take ownership of your caseload, working both independently and collaboratively
- A working knowledge of leasehold legislation, service charges and major works consultation processes is desirable but not essential
You must have:
- Good standard of literacy and numeracy with strong attention to detail
- Experience of office administration systems, case management and record keeping
- Ability to work effectively in a busy, customer-focused environment with changing priorities
- Experience of responding to enquiries from the public and providing clear, accurate advice
Additional Information
The role reports to the Home Ownership Manager and has no direct line management responsibility. The role may require attendance at evening meetings, tribunal hearings or other Council locations. You will be expected to support continuous improvement and contribute to service development within the team.
Why Join Us?
You will be part of a supportive and forward-thinking team, playing a key role in improving services for leaseholders while ensuring the Council meets its statutory obligations. This is a great opportunity to develop your expertise in a specialist area of housing and contribute to meaningful service improvements.
Please view Job Profile here.
For an informal discussion about the post, please contact Melissa Dowe on Melissa.Dowe@havering.gov.uk. The closing date for the receipt of applications is Friday 17 July 2026, however interest in this job may be high and we therefore reserve the right to close the vacancy early. You will be notified if your application has been successful and will be invited for an interview.
We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering.
The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check. Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role. We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.
S20 Consultation Officer (Home Ownership) GRADE 6 Salary £39,276 - £42,771 per annum in Romford employer: Borough of Havering
At the London Borough of Havering, we pride ourselves on being an excellent employer that values diversity and fosters a supportive work environment. As a Section 20 Consultation Officer, you will have the opportunity to develop your expertise in housing while contributing to meaningful service improvements for our residents. Our commitment to employee growth, coupled with a focus on transparency and customer service, makes us a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land S20 Consultation Officer (Home Ownership) GRADE 6 Salary £39,276 - £42,771 per annum in Romford
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Borough of Havering, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
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We think you need these skills to ace S20 Consultation Officer (Home Ownership) GRADE 6 Salary £39,276 - £42,771 per annum in Romford
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Borough of Havering and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Borough of Havering
✨Get to Know Public Sector Values
Before your interview with Borough of Havering, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Borough of Havering.
