Homeownership and Managing Agent Coordinator in Letchworth

Salary: £36,099 per annum + excellent benefits

Location: Blackhorse Road, Letchworth Garden City

Hybrid working: Two days per week in the office, three days from home

Contract: 6‑month fixed‑term contract

Hours: 37 hours per week, Monday–Friday

SettleParadigm is the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire and Hertfordshire. By combining shared values, skills and ambition we aim to build more affordable homes and create vibrant communities.

About The Role

We are seeking a proactive, organised and relationship‑focused Homeownership & Managing Agent Coordinator for a 6‑month fixed‑term contract. The role will act as the key point of contact for managing agents, residents and internal teams, ensuring our estates are well‑managed, compliant and deliver the level of service residents expect.

Key Responsibilities

• Build strong relationships with managing agents across multiple developments, ensuring accountability and clear communication.
• Monitor managing agent performance and escalates concerns where service standards are not met.
• Coordinate Tenancy Satisfaction Measures for non‑freehold stock and maintain accurate compliance records.
• Respond to resident and stakeholder queries within agreed service levels, providing a professional and reliable service.
• Support income recovery through timely follow‑up and accurate processing.
• Maintain accurate records and documentation to support compliance, audit and operational decision‑making.
• Review and verify managing agent invoices and identify discrepancies in partnership with Finance.
• Identify trends and recurring issues and contribute to service improvements.
• Support Section 20 consultations by coordinating documentation, communications and statutory timescales.
• Coordinate compliance certification and ensure records remain accurate and accessible.
• Attend AGMs and stakeholder meetings where required, representing resident interests.
• Support estate and service charge management by ensuring accurate information is gathered and communicated.

What We’re Looking For

You are organized, communicative and comfortable managing a varied workload. You bring a calm, solution‑focused approach to challenges and are not afraid to question poor performance or follow issues to resolution. You are committed to fairness, transparency and delivering a high‑quality service for residents.

You Will Bring

• A proactive, organised approach.
• Strong communication and influencing skills.
• Confidence working with residents, colleagues and external partners.
• Good attention to detail and accuracy.
• A solution‑focused mindset.
• The ability to prioritise and manage a varied workload.

Must Haves

• Strong understanding of the role of managing agents within new‑build and managed residential developments.
• Excellent administrative and organisational skills with strong attention to detail.
• Confident communication and influencing skills.
• Understanding of leases, freehold interests and leaseholder responsibilities.
• Knowledge of shared ownership and the homeownership customer journey.
• Willingness to attend AGMs, resident meetings and on‑site visits.
• Ability to scrutinise invoices, challenge discrepancies and escalates concerns.
• Ability to manage sensitive or complex resident queries professionally.
• Experience working collaboratively across teams.
• Understanding of compliance requirements relating to residential block management.
• Confidence using housing systems, databases and Microsoft Office.

Nice to Haves

• Experience working with mixed‑tenure portfolios or large residential developments.
• Experience interpreting lease terminology.
• Experience working with managing agents, solicitors or external stakeholders.
• Experience supporting service charge administration or arrears management.
• Awareness of regulatory requirements relating to leasehold or block management.
• Experience attending AGMs or resident forums.
• Experience contributing to service improvements.

Benefits

• Annual salary: £36,099 per annum.
• 25 days holiday (increasing with service), plus Christmas closure and holiday buy‑back options.
• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice.
• Family‑friendly leave: Enhanced maternity, paternity and adoption leave.
• Health cash plan – claim up to £1,800 for everyday health costs (plus free children’s cover).
• Life cover and income protection.
• Flexible working – hybrid options, modern offices, free parking & EV charging.
• Mental Health First Aiders available to support.
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions).
• Funded training, qualifications & apprenticeships.
• 3 paid volunteering days in local communities.
• Peer‑recognition rewards platform.
• Paid professional subscription (one per year).

Our Commitment

We are committed to creating an inclusive workforce that reflects and represents the diversity of the communities we serve. We encourage applications from disadvantaged socio‑economic backgrounds, people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from under‑represented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and will endeavour to accommodate any required arrangements. Due to the nature of some roles involving work with vulnerable members of society, a basic or enhanced Criminal Disclosure may be required at the time a conditional offer is made.