Homebuy Officer (leasehold) – AR

The Council currently has circa 5,000 leasehold homes and 11,000 tenanted units. The Homebuy team is responsible for managing the Right to Buy process that allows Council tenants to buy their own homes. Homebuy also leads on requests from existing homeowners for alterations, lease extensions, collective enfranchisement, and freehold sales.

The overall purpose of this role is to:

• Ensure the Right to Buy process is followed within the statutory timeframes
• Administer sales process for alterations, lease extensions, collective enfranchisement, and freehold transfers
• Maximise revenue collection
• Develop and maintain specialist knowledge around the role and minimise risk by ensuring the Council always operates in a manner that is compliant and reflects latest developments in statute, case law and best practice
• Embed co-production through stakeholder engagement and continually innovate to improve the customer experience
• Support and, where necessary, deputise for the Homebuy Team Leader

You will need to:

• Progress all Right to Buy (RTB) applications within the statutory time frames
• Present Council’s position in instances where RTB valuations appealed
• Improve stakeholder engagement by developing and publicising RTB opportunities for tenants

• Administer the leasehold aftersales (LAS) process for additional space by taking payment for valuation, instructing valuations, managing appeals, and completing sales at the most optimal rate
• Work closely with the Property Compliance Team to ensure Landlord’s Consent is factored in concurrently
• Administer the sales process for formal lease extensions (Section 42) and freehold (Section 13) sales, and ensure all notices are responded to within the statutory time frame
• Manage the voluntary sales process for leasehold extensions
• Calculate apportionments for Rent-to-Mortgage and shared ownership leases for the sale of additional shares
• Actively publicise and promote freehold sales amongst exclusively leasehold blocks
• Identify opportunities for buy-backs at optimum rates
• Use initiative to identify potential cost saving or revenue raising measures, present to team for consideration and own them through to delivery

• Draft and present skeleton reports and briefings for management on RTB and LAS matters, the implications of changes in legislation, or Council policies
• Support the legal team in actioning deed of postponements and transfers of equity
• Assist in developing improved methods and procedures in relation to IT systems for the delivery of services, maintenance of records and databases, and issue of standard documents
• Manage all incoming calls and emails to the Homebuy phoneline and group mailbox
• Respond to routine and non-routine queries and formal complaints from tenants, leaseholders, Members, solicitors, and government bodies
• Provide specialist advice to colleagues, councillors, contractors, and customers alike, and develop and maintain a positive relationship with all key stakeholders
• Support the Team Leader in delivering a service that meets audit and value for money requirements, meets key performance targets, offers interdepartmental support, and follows best practice
• Identify system and administrative improvements, test as necessary, and make sure all processes align with prevailing legislation, policies, and best practice
• Assist in developing policies and operational procedures for the RTB and LAS, write and maintain documentation in the form of manuals and guidance notes, provide training where necessary, and review and update operational steps
• Make sure all customer accounts and databases are properly maintained
• Keep the internet webpages up to date, and make sure copy is accessible and engaging
• Represent the Council at meetings, surgeries, roadshows and open days during the working week and, on occasion, evenings and weekends
• Work autonomously and independently on routine matters and refer sensitive and complicated matters to management or legal services in a prompt manner for advice
• Carry out other duties relevant to the post, including those occasionally above grades or from other departments, as directed
• Deputise for the Team Leader, where appropriate
• Act as positive role model for other staff members and convey the LBHF standards and values at all times
• Ensure your actions and decisions align with the Council’s declaration of a climate and ecological emergency

Qualifications

• Good general level of education

• Educated to degree level
• Professional housing qualification (e.g. IRPM or CIH) or working towards the same

Knowledge & Experience

• Experience of reading and interpreting legal documents and texts
• Experience of working to and achieving challenging targets
• Experience of working with MS Office and other software packages
• Experience of working as an effective team player, and building and maintaining effective relationships with colleagues and managers
• Experience of dealing with challenging customers
• Knowledge of all forms of affordable housing

• Experience of working within a commensurate housing environment

Skills

• Excellent verbal and written communication skills
• Excellent understanding of what good customer service looks like and how to deliver it
• Ability to investigate complex disputes and produce clear written replies
• Keen attention to detail
• Ability to interpret complex information and to communicate conclusions clearly
• Good general Information and Communications Technology (ICT) skills
• Excellent organisational skills with the ability to prioritise and meet targets
• Ability to work flexibly and have an adaptable approach
• Ability to work remotely, independently and proactively
• Willingness to foster an understanding of an evolving regulatory regime

Corporate Requirements

• To support the Council’s role in planning for and responding to civil and council emergencies using skills/expertise of the post holder and in accordance with council emergency procedures.
• To provide emergency contact details for the purposes of emergency and service continuity plans.
• It is essential that you ensure up to date service continuity plans are in place for all the business units you manage that are reviewed, tested and updated regularly, at least annually.
• This should include an assessment of Suppliers’ resilience, as applicable and the critical rating of the service, for various emergencies.
• The plans should be updated and adapted to enable you to deliver essential services following a business disruption and, where requested, ensure that your service is prepared to respond to the needs of the community following an emergency.
• Help to keep any corporate registers updated, with the relevant information.

• To use the Council’s office-based and mobile IT services for the input, access and transmission of information using the appropriate level of information security and classification through the use of electronic mail, diaries, word-processing, spreadsheets and databases as well as any specific job-related applications as required to carry out the duties of the post.

• To ensure the Council’s data quality and information rights compliance by managing the administration of information, application systems, technology and staff so that the business unit complies with the Council’s Information Management related policies.
• To ensure adequate guidance is available to business unit staff through the production and maintenance of documented procedures and processes supported by relevant training.
• Promote a culture of openness and ensure all staff are trained and know their data protection and information management responsibilities and obligations.
• During audits, to be able to demonstrate compliance with policies by the production of satisfactory supporting evidence.

• To be fully familiar with the Council’s Safety Policy and Codes of Practice and guidance relating to their area of work and ensure that all duties and responsibilities are discharged in accordance with them.
• To take reasonable care for his/her own health and safety and any other person(s) who may be affected by his/her acts or omissions at work in accordance with Health and Safety legislation.
• To co-operate with the Council in so far as it is necessary to enable it to comply with its duties under relevant Health and Safety legislation.
• To be responsible for, under the direction of the Executive Director, the risk assessment of officers’ health and safety within their service area whilst at work and any other person’s health and safety who may be affected by this undertaking for the purpose of identifying the measures they need to take to comply with the requirements and prohibitions imposed upon him/her by or under the relevant statutory provisions, regulations, approved code of practice and guidance.

• H&F prides itself on being an agile workforce and promotes flexible working opportunities.