At a Glance
- Tasks: Lead and enhance leaseholder services for 20,000 homes, ensuring customer satisfaction and operational excellence.
- Company: MTVH, a forward-thinking housing association focused on transparency and accountability.
- Benefits: Competitive salary, benefits package, and opportunities for professional growth.
- Other info: Join a dynamic team committed to improving outcomes for residents and homeowners.
- Why this job: Make a real difference in homeowners' lives while shaping impactful services.
- Qualifications: Senior leadership experience in home ownership services and strong communication skills required.
The predicted salary is between 70000 - 90000 £ per year.
At MTVH, our homeowners including leaseholders and shared owners need services that are transparent, responsive and fair, with clear accountability for standards, costs and outcomes.
As Director of Leaseholder Services, you will provide strategic and operational leadership for our national leaseholder services function, acting as the senior authority on leasehold and shared ownership matters across a portfolio of circa 20,000 homes. You will be the primary advocate for our leasehold and shared ownership customers (and other home ownership products where applicable), ensuring their voice informs service design, investment visibility, communications and performance priorities.
This is a high-impact leadership role, responsible for strengthening governance, improving customer satisfaction, and driving consistent service quality through robust performance management and effective oversight of third parties, including managing agents and freeholders. As a member of MTVH's Senior Leadership Team, you will work collaboratively across the organisation to resolve complex issues and deliver our 2030 corporate strategy.
What you'll be accountable for
- Strategic leadership
- Set and deliver a clear strategy for leaseholder services aligned to MTVH's corporate priorities and customer expectations.
- Provide visible, confident leadership that drives a customer-centred culture and measurable improvement.
- Operational excellence
- Lead the end-to-end delivery of leasehold and shared ownership services, ensuring clear plans, effective resource coordination and timely issue resolution.
- Act as a catalyst for joined-up delivery across Customer Services, Assets/Property, Finance and Legal, owning the resolution of complex leasehold matters and ensuring a coherent customer journey.
- Governance, risk and compliance
- Ensure compliance with relevant legal, regulatory and policy requirements, proactively identifying and managing risk (including escalation where required).
- Own and maintain the policy and procedural framework for your function, ensuring it is current, embedded and auditable.
- Be accountable for the quality and integrity of data and records to enable reliable reporting and oversight.
- Financial stewardship and value for money
- Lead strong financial accountability across service charge governance, major works processes, and income and expenditure management within your remit.
- Balance financial stewardship with fairness, transparency and value for money for customers, ensuring decisions are evidence-led and defensible.
- Leasehold management & customer outcomes
- Provide strategic oversight across key areas including Section 20 / major works consultation, lease variations, renewals, compliance with lease terms, dispute resolution and tribunal cases.
- Drive improvements in satisfaction, engagement and complaints performance, ensuring communications are clear, proactive and transparent.
- Third party and stakeholder management
- Build effective relationships with managing agents and freeholders, holding them to account for service quality, compliance and customer outcomes.
- Represent MTVH in internal and external forums, offering clear advice, reporting and decision support to enable timely decisions and good governance.
- People leadership
- Lead, develop and motivate teams in line with MTVH's values of Care, Dare, Collaborate and Own, building an inclusive, high-performance culture with strong succession and talent development.
What we're looking for
- You’ll bring significant senior leadership experience within a complex environment, with deep expertise in home ownership services. You will demonstrate:
- Substantial senior experience leading leasehold/shared ownership services (and related products) in a housing association or similar organisation.
- Strong technical capability across leasehold and home ownership management, including service charge governance, major works processes, contract management and leasehold law, with confidence managing risk, disputes and tribunals.
- Proven delivery of service improvement and operational change, strengthening performance, compliance and customer experience.
- Strong communications skills, relatable to all audiences you encounter.
- A strong track record of influencing across directorates and holding internal teams, contractors and managing agents to account.
Qualifications: Educated to degree level (or equivalent qualification/experience). This senior position requires travel between office locations.
Why join MTVH? This is an opportunity to shape a high-profile service that directly impacts customers trust, satisfaction and value for money. You’ll join a senior leadership community committed to clear accountability, strong governance, and improving outcomes for our residents and homeowners.
How to apply Please submit your CV and supporting statement outlining how you meet the requirements of the role. Closing date for applications - 19th May 2026.
Director of Leaseholder Services - London/Nottingham employer: What Jobs
MTVH is an exceptional employer that prioritises transparency, accountability, and customer satisfaction in its leaseholder services. With a strong commitment to employee development and a collaborative work culture, you will have the opportunity to lead impactful initiatives that enhance the lives of homeowners across London and the Midlands. Join us to be part of a forward-thinking team dedicated to making a meaningful difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Leaseholder Services - London/Nottingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector, especially those who have experience with leasehold services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching MTVH and its values. Understand their approach to customer satisfaction and governance. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Director of Leaseholder Services. Highlight your leadership skills and how you've improved service delivery in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the MTVH team and contributing to their mission.
We think you need these skills to ace Director of Leaseholder Services - London/Nottingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Director of Leaseholder Services role. Highlight your relevant experience in leasehold and shared ownership services, and don’t forget to showcase your leadership skills. We want to see how you can bring value to our team!
Craft a Compelling Supporting Statement:Your supporting statement is your chance to shine! Use it to explain how your experience aligns with the job requirements. Be specific about your achievements and how they relate to improving customer satisfaction and service quality. We love a good story!
Showcase Your Communication Skills:Strong communication skills are key for this role. In your application, demonstrate how you've effectively communicated with various stakeholders in the past. Whether it's through reports, presentations, or direct interactions, we want to see your ability to connect with people.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our community at MTVH. We can’t wait to hear from you!
How to prepare for a job interview at What Jobs
✨Know Your Stuff
Make sure you brush up on leasehold and shared ownership services. Understand the key issues facing homeowners and be ready to discuss how you can address them. This role is all about strategic leadership, so show that you’re not just familiar with the basics but also have insights into current trends and challenges.
✨Showcase Your Leadership Style
As a Director, your leadership style is crucial. Be prepared to share examples of how you've led teams in the past, particularly in complex environments. Highlight your ability to foster a customer-centred culture and how you’ve driven service improvements in previous roles.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like managing disputes or improving customer satisfaction. Think through potential scenarios related to leasehold management and have clear, structured responses ready to demonstrate your problem-solving skills.
✨Engage with the Interviewers
Remember, interviews are a two-way street. Prepare thoughtful questions about MTVH’s current challenges and future goals. This shows your genuine interest in the role and helps you assess if the company aligns with your values and career aspirations.
