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Section 20 Consultation Officer (Home Ownership)

Grade 6: £39,276 - £42,771 per annum

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.

About the Job

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.

You will:

• 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

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

About You

We are looking for a detail-oriented and customer-focused individual who can work effectively in a fast-paced and high-pressure environment.

You will:

• Have experience working in a customer-facing role, providing advice and information to residents or stakeholders
• Demonstrate strong organisational and administrative skills, with excellent attention to detail
• Be able to manage competing priorities and deliver work to strict deadlines
• Have the ability to review and interpret information and apply policy in a practical and consistent way
• Be a confident communicator, able to explain complex information clearly and handle challenging conversations professionally
• Show initiative and take ownership of your caseload, working both independently and collaboratively
• A working knowledge of leasehold legislation, service charges and major works consultation processes is desirable but not essential

You must have:

• 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

Additional Information

• 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

Why Join Us?

You will be part of a supportive and forward-thinking team, playing a key role in improving services for leaseholders while ensuring the Council meets its statutory obligations. This is a great opportunity to develop your expertise in a specialist area of housing and contribute to meaningful service improvements.

Please view Job Profile here

Additional Information

For an informal discussion about the post, please contact Melissa Dowe on Melissa.Dowe@havering.gov.uk

The closing date for the receipt of applications is Friday 17 July 2026, however interest in this job may be high and we therefore reserve the right to close the vacancy early.

You will be notified if your application has been successful and will be invited for an interview.

Additional Information

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. Find out what it means to Choose Havering.

The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

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