Homeownership Billing and Mortgages Officer – AR in London

The Billing and Mortgages Officer is responsible for the accurate administration of homeowner service charges and the Council’s mortgage portfolio. The post holder will undertake annual and ad hoc billing activities for leasehold and freehold homeowners, ensuring compliance with relevant legislation, leases, policies, and procedures. Working closely with the Billing Accountant and Mortgage Officer, the post holder will administer mortgages and loans, including Right to Buy (RTB) mortgages, housing-related loans, standard loans, and court order charges. The role also supports financial reporting, account reconciliation, digital transformation initiatives, and income maximisation opportunities across Homeownership Services.

Key Responsibilities

• Service Charge Billing
  • Administer annual billing cycles for variable service charges to homeowners.
  • Process ad hoc charges, account adjustments, credit and debit notes, write-offs, and write-backs.
  • Produce notifications, statements of account, and associated communications for homeowners.
  • Ensure all service charge billing complies with lease agreements, relevant legislation, case law, and Council policies.
  • Collate management and overhead costs for inclusion in annual revenue service charges.
  • Support the preparation of annual Housing Revenue Account (HRA) service charge statements.
• Mortgage Administration
  • Act as a first point of contact for enquiries relating to the Council’s mortgage portfolio.
  • Administer mortgage accounts, including new loans, further advances, interest rate changes, repayments, redemptions, and charge removals.
  • Process loan applications and establish new mortgage accounts.
  • Liaise with Finance teams to ensure mortgage accounts are accurately reconciled.
  • Maintain accurate records and undertake all associated correspondence.
  • Initiate recovery action and legal proceedings where necessary.
• Financial Management and Reporting
  • Produce reports, statistics, and reconciliations relating to service charge billing and mortgage activities.
  • Analyse financial information to identify trends, benchmark performance, and recommend service improvements.
  • Support audit requirements by maintaining accurate financial records and documentation.
  • Contribute to the identification and development of income-generating opportunities within the service.
• Customer Service and Stakeholder Management
  • Respond to enquiries and complaints from homeowners, councillors, and other stakeholders.
  • Work collaboratively with colleagues across Homeownership Services, Finance, Housing, Asset Management, Legal Services, and other Council departments.
  • Liaise with contractors, managing agents, surveyors, valuers, auditors, and external partners.
  • Deliver a customer-focused service, ensuring issues are resolved efficiently and effectively.
• Legal and Regulatory Compliance
  • Prepare documentation and evidence for County Court and First-tier Tribunal (Property Chamber) proceedings.
  • Ensure all activities are undertaken in accordance with relevant legislation, regulations, and Council policies.
  • Maintain up-to-date knowledge of leasehold management, service charge legislation, and mortgage administration requirements.
• Systems and Continuous Improvement
  • Support the development and enhancement of billing and mortgage systems.
  • Contribute to the Council’s digital transformation and modernisation programmes.
  • Identify opportunities to improve processes, systems, and customer experience.

Key Working Relationships

The post holder will work closely with: Billing Accountant, Mortgage Officer, Finance and Governance teams, Resident Services, Asset Management, Housing and Modernisation teams, Legal Services, Surveyors and valuers, Internal and external auditors, Contractors and managing agents, Local MPs, ward councillors, and resident representatives.

Person Specification

Knowledge

• Knowledge of Landlord and Tenant legislation, Housing Acts, and associated regulations relevant to leasehold management and service charges.
• Understanding of First-tier Tribunal and County Court processes.
• Knowledge of accounting principles, invoicing, audit requirements, and mortgage administration.
• Understanding of housing management services.
• Knowledge of equality, diversity, health and safety, and related workplace policies.

Experience

• Experience of managing service charges within a residential leasehold or freehold environment.
• Experience of mortgage administration, loan processing, or debt recovery.
• Experience using financial systems, invoicing systems, spreadsheets, and document management systems.
• Experience researching, compiling, and presenting reports and performance information.

Skills and Abilities

• Strong numerical and analytical skills with excellent attention to detail.
• Ability to interpret complex financial, legal, and statistical information.
• Excellent written and verbal communication skills.
• Ability to prioritise competing demands and meet tight deadlines.
• Strong customer service and stakeholder management skills.
• Ability to work independently and collaboratively within a team.
• Proficiency in Microsoft Excel and other financial and housing management systems.

Qualifications

Part-qualified member of a recognised professional accounting body, or equivalent experience and knowledge of accounting principles relevant to service charge and mortgage administration.

Special Conditions

The post holder may be required to work outside normal office hours on occasion. The post holder must demonstrate a commitment to equality, diversity, inclusion, and health and safety requirements. Other duties commensurate with the grade of the post may be required.