Specialist Leasehold and Managing Agent Lead

Introduction

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that people will want to live in a Gateway home and people will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

The role

We are looking for an experienced Specialist Leasehold and Managing Agent Lead to be responsible for overseeing any technical aspects of operations and services related to homeowners and managing agents for Gateway Housing Association. The post holders primary focus will be on ensuring the smooth functioning of homeownership services, managing complex relationships with managing agents, and providing excellent customer service to homeowners including all regulatory requirements and service charges.

This role requires strong leadership skills, knowledge of homeownership management and regulations, service charges, and the ability to effectively manage stakeholders.

Accountabilities

Your accountabilities will include but not limited to:

• Homeownership Services: Oversee and support activities related to homeownership services, such as shared ownership, leasehold, or affordable housing schemes. Ensure compliance with service requirements, regulatory guidelines, and contractual obligations
• Managing Agent Relationships: Manage relationships with external managing agents responsible for property management, repairs, and maintenance. Collaborate with managing agents to ensure high-quality service delivery, adherence to agreed-upon standards, and timely issue resolution
• Property Management: Oversee property management activities, including repairs, maintenance, insurance, and compliance with health and safety regulations. Monitor the performance of managing agents in delivering quality property management services
• Financial Management: Collaborate with the finance department to oversee budgeting, financial planning, and monitoring of homeownership services, service charging process, queries and managing agents' activities. Ensure accurate and timely invoicing, collection, and financial reporting.
• Contract and Performance Management: Develop and manage contracts with managing agents, establishing clear performance expectations, key performance indicators (KPIs), and reporting mechanisms. Conduct regular performance evaluations and provide feedback to improve service quality.

Please refer to the attached job profile for more details.

Key Skills, Knowledge and Experience:

• Strong knowledge of homeownership services (e.g. leasehold, shared ownership, Right to Buy, service charges)

• Experience managing external managing agents and monitoring property management performance

• Strong customer service skills and experience in handling complex resident queries or complaints
• Financial acumen, particularly in budgeting, service charge management, and interpreting financial reports
• Understanding of social housing regulations (Regulator of Social Housing, Decent Homes Standard, Awaab's Law)
• Full understanding of responsive, void, and planned maintenance processes

Salary and benefits

Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays
• Subsidised Health and Wellbeing Membership
• Simply Health - help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme - including free legal, financial and counselling advice
• Pension - up to 10% employer contribution

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.

Please note only shortlisted candidates will be contacted.

CLOSING DATE: Monday 25 August 2025

INTERVIEWS: TBC

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community