S20 Consultation Officer (Home Ownership) GRADE 6 Salary £39,276 - £42,771 per annum in London

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.

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.

• 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.
• Take responsibility for managing your workload independently, making informed decisions on complex cases and ensuring all statutory and corporate deadlines are met.

• Experience working in a customer-facing role, providing advice and information to residents or stakeholders.
• Strong organisational and administrative skills, with excellent attention to detail.
• Ability to manage competing priorities and deliver work to strict deadlines.
• Ability to review and interpret information and apply policy consistently.
• Confident communication skills, able to explain complex information clearly and handle challenging conversations professionally.
• Initiative and ownership of your caseload, working both independently and collaboratively.
• Knowledge of leasehold legislation, service charges and major works consultation processes is desirable but not essential.

• 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.

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.

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.