Head of Home Ownership - Lloyds Living in Manchester

Location: Manchester

HOURS: Full-time

WORKING PATTERN: We observe Hybrid Working requirements including attendance of 80% (circa four days a week) at our hub.

Lloyds Living is the Group’s Private Rental and Shared Ownership Subsidiary. Its purpose is to Help Britain Prosper through improving access to good quality, affordable rental homes across the UK whilst delivering diverse and sustainable financial returns to Group.

We are currently seeking a Head of Home Ownership for our Shared Ownership homes and customers. This is a new post, designed to support the growth of Lloyds Living's shared ownership ambitions. You will lead and manage the leasehold and home ownership services across the organisation, ensuring legal and regulatory compliance, excellent customer service, financial sustainability, and strategic alignment with corporate objectives.

This role is responsible for overseeing leasehold management, post first tranche sale shared ownership transactions, rent and service charge setting, and stakeholder engagement, while promoting customer involvement and continuous service improvement.

• Ensure adherence to legal, regulatory, and lease terms across all leasehold and home ownership activities.
• Lead on Section 20 processes and ensure robust monitoring systems are in place.
• Adopt and comply with strategy and regulatory requirements, policies and procedures, including Health and Safety, Equality and Diversity, Procurement, Safeguarding, Value for money.
• Prepare and present reports to Boards and Committees, ensuring transparency and accountability.

• Deliver responsive, insight-driven customer service tailored to leaseholders and homeowners.
• Promote high service standards and manage complaints effectively.
• Develop and implement leaseholder involvement strategies and resident governance structures.

• Set and manage departmental budgets, monitor expenditure, and maximise income.
• Lead rent and service charge setting processes, ensuring accuracy and compliance.
• Oversee financial reporting and performance monitoring, including KPIs.

• Develop and implement departmental strategies aligned with organisational goals.
• Lead and motivate teams to deliver operational excellence and value for money.
• Identify and manage risks within directorate activities.

• Ensure an effective re-sales service is provided to shared owners and lease terms are met.
• Responsible for staircasing transactions ensuring they are managed effectively, comply with lease terms as well as legislative and regulatory requirements and that income is maximised.
• Ensure efficient deployment of resources and achievement of team objectives.

• Build and maintain professional relationships internally and externally.
• Represent the organisation to promote its reputation and secure growth opportunities.
• Influence national policy through engagement with stakeholders and interest groups.

• Ensure policies and processes are in place with a robust monitoring system to achieve compliance with Regulatory and Governance standards.
• Prepare and deliver regular performance reports to senior leadership and external bodies.
• Monitor KPIs and implement service improvement plans where needed.

• In-depth knowledge of leasehold and shared ownership legislation, including Section 20, staircasing, and service charge regulations.
• Experience in rent and service charge setting, income recovery, and financial reporting.
• Strong understanding of property management, housing law, and regulatory frameworks.
• Familiarity with performance monitoring tools and KPI reporting.
• Proven experience in developing and implementing departmental strategies aligned with organisational goals.
• Ability to work with cross‑functional teams, setting clear objectives and driving performance.
• Experience in budget planning and financial oversight, ensuring value for money and financial sustainability.
• Experience in ensuring legal and regulatory compliance across leasehold services.
• Ability to identify, assess, and mitigate operational and strategic risks.
• Track record of preparing and presenting reports to Boards and Committees.
• Experience managing re‑sales, staircasing and disposal programmes.
• Ability to develop innovative solutions to improve service delivery and operational efficiency.
• Skilled in resource deployment and team management to meet service targets.

• Demonstrated ability to deliver high‑quality customer service, with a focus on leaseholder and homeowner needs.
• Experience in developing customer insight strategies and service improvement plans.
• Strong communication skills to engage residents and promote participation in governance structures.

• Strong relationship‑building skills with internal teams and external partners, including local authorities and housing bodies.
• Experience in representing organisations at senior levels, including influencing national policy and securing joint ventures.

• Relevant professional qualification in housing, property management, or related field (e.g. CIH, IRPM).
• Evidence of continued professional development.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies