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Leasehold Income Support Officer LBHF10015

Job Details:

Salary range: £35,637 - £38,403 per annum 

Work location: Hammersmith Town Hall Extension, Hammersmith, W6 9JU

Hours per week: 36  

Contract type: Permanent  

Closing date: 2 June 2019

Contact details for an informal discussion: Paul Hayward, Head of Housing Income at

Advert Text:

An opportunity to be outstanding...  

At the London Borough of Hammersmith & Fulham we're determined to be the best local authority in the country. Hammersmith and Fulham is perfectly situated in West London and has possibly the best opportunities in the country for economic growth. These include amazing transport links, world class businesses and growth sectors. It is a fantastic place to be based for your career right now and it's never been a better time to join us.

The London Borough of Hammersmith and Fulham currently has approximately 4,800 leaseholders. The purpose of this role is to: 

  • Manage a patch of properties with responsibility for maximising income from leasehold and freehold service charges, including major works bills.  
  • Operate in a commercial environment to ensure that alongside maximising income, brilliant customer care is provided with the outcomes including contributing to increasing leaseholder satisfaction. Work closely with the Major Works, Housing Services, Property Services, Finance and other relevant areas of the Council to ensure leaseholders and relevant freeholders questions about invoices are responded to in a timely manner. 
  • Work to carry out all relevant operational and legal processes to ensure leasehold and freehold service charge income is maximised in line with statutory regulations, council policy, operational procedures and key performance indicators. 
  • Create and maintain strong partnership links and work with multiple external agencies including debt advice agencies to support leaseholders. 
  • Deliver a high quality payment collection and income advice service to residents; finding the balance between offering payment plans to support residents whilst addressing shortfalls in income. 
  • Develop innovative and creative approaches to the continuous improvement of customer service and the collection of service charges 
  • Ensuring excellent customer service is maintained, always finding the best repayment option within the agreed policy to suit the customers individual circumstances

If you feel that you have what we are looking for, we are looking forward to receiving your application form.

Role Responsibilities:

  • Manage a patch of leasehold and freehold service charge and major works accounts and be the first point of contact for leaseholders for all types of queries regarding the collection of income, ranging from accounts in credit where the resident is requesting a refund through to attending court and if required First Tier Land Tribunal. 
  • Monitor receipt of income and ensure that appropriate action is taken to pursue outstanding debts. Undertake recovery action in accordance with defined policy and ensure all accounts are regularly monitored and appropriate actions taken.
  • Maximise income through early intervention as soon as service charge and major works accounts are in arrears of their payment plans with the key emphasis being on personal contact through phone calls. Carry out occasional home visits where needed because of leaseholders’ personal circumstances.
  • Ensure that all cases follow the council's approved escalation process within procedures and policies for service charge and major works accounts. Any cases where a recommended course of action is rejected must be properly justified and documented. 
  • Negotiate, make and monitor agreements with leaseholders and freeholders to repay arrears. 
  • Deal with correspondence, telephone and counter enquiries relating to the collection of income, including writing bespoke letters to residents as required that demonstrate arrears need repaying alongside demonstrating brilliant customer care that will provide leaseholders with the confidence to make contact to make an arrangement to repay arrears. 
  • Maintain systems to ensure appropriate accounting records for individual accounts and control accounts
  • Meet key personal and team targets and objectives that will be reflective of a dynamic commercially driven team with a skill set to maximise collection including delivering fantastic service and teamwork across the Council.
  • Visit residents in their homes if required and complete follow up actions where issues are identified and make referrals to other teams to maximise resident satisfaction.
  • Refer cases to legal services for recovery action and monitor progress and performance. 
  • Provide cover for other Leasehold Income Support Officers that demonstrates the highest standards of teamwork and commitment to maximising leaseholder satisfaction.

People Values:

How we act defines who we are.  At the heart of our organisation is a common approach to defining ‘who we are’.  We are looking for people have can build this into everything they do.


We are fair

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.


We are caring

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.


We are collaborators

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.


We are driven

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Recruiting for Attitude:

Your skills and ability are important however, we recruit as much for attitude as we do experience.  We are looking for people who have the following attributes:


Complex problem-solving

The ability to work within a complex system and find simple solutions and outcomes that deliver real change. 


Critical thinking

The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking.  You can rationalise decision-making and form views quickly and soundly from a range of sources.  



You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations.  You can apply creative solutions that deliver hard outcomes.  


People management

You can get the best out of people.  You have a coaching-style and drive through a commitment to personal and professional development.  You are clear in your expectations and have exception feedback from your team about their working environment. You recognise and support people as individuals.  


Coordinating with others

You have the knack of working well with others.  You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others.  You will also can recognise how others work, think, and feel to get the most out of collaboration.  


Emotional intelligence

You have a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group dynamics.  You can recognise motiving factors and demonstrate empathy appropriately applying a wide range of adaptive social skills. 


Judgement and decision making

You can take rational and evidence-based decisions and take responsibility for your decisions and actions.  Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement.  



You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners.  This includes understanding how to structure and undertake successful negotiation on an organisational-wide level.  


Service orientation

You must be unequivocal in your commitment and drive for outstanding service delivery.  Both in terms of the quality of products and work delivered as well as the achievement of objectives.  You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives.  


Cognitive flexibility

The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach.  Applying cognitive flexibility to situation of significant change and transformation. 

Role Specific Qualifications:

  • Educated to "A" level or NVQ Level 3 or with equivalent experience


London Borough of Hammersmith and Fulham is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

Job Segment: Customer Service

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