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Homeownership Services Officer

About Sage Housing

Sage Housing is a Registered Provider operating across England. Sage provides a new approach to affordable housing that enhances traditional models while putting residents at the centre of our business. Sage brings together Senior Executives from Housing Associations, the public sector, and institutional residential management who have successfully provided homes for over 100,000 families across the public and private sectors in previous ventures together.  

As a Registered Provider, Sage is regulated by the Regulator for Social Housing. We are committed to the highest standards for our customers and local authority partners and work with some of the most experienced Registered Providers in England to manage our homes.

About the role

We have an exciting opportunity to work within our Homeownership Team delivering a responsive, and pro-active customer-focused service to homeowners. You will help create defined policies and procedures and play a key part in building our services for customers.

You will be responsible for collecting rent and service charges, managing defects, ordering and managing repairs, managing estates and dealing with any tenancy or neighbourhood issues that arise.

You will also be responsible for managing your own caseload of work relating to managing shared owners and leaseholders, including processing staircasing, lease extension, home improvement and remortgage applications.

Where appropriate you may work with external Managing Agents for the delivery of Sage standards.

Key duties include:

 Customer service and resident contact:

  • Provide a customer-focused services and look after homeowner queries and issues in accordance with Sage’s service standards, principles, policies and procedures.

  • Administer contractual obligations with customers on behalf of Sage, including leases and shared ownership rents.

  • Welcome new residents to the service, including personal contact, ensuring any reasonable issues are resolved and their level of customer satisfaction is increased and maintained.

  • Use resident feedback to identify common issues and develop plans to meet their individual and neighbourhood needs, thus improving their satisfaction levels;

  • Provide an excellent personal service to residents via our online customer portal. This includes regular communication and bulletins and being responsible for ensuring that any issues they have raised are resolved appropriately. Ensure that any complaints, covenant breaches and anti-social behaviour issues are dealt with appropriately and quickly.

  • Build and maintain effective relationships with internal and external service providers.

  • Ensure all information provided to customers is accurate, relevant and appropriate for their needs.

Property management:

  • Ensure properties are maintained in a good condition either by working with the appointed Managing Agent or by diagnosing, ordering and managing necessary repairs directly. Seek appropriate support from surveyors and specialist contractors where necessary; and take overall responsibility for ensuring repairs are delivered quickly, effectively, economically and to the resident’s satisfaction.

  • Ensure communal areas and neighbourhoods are clean, safe and well maintained through liaison with the appointed Managing Agent or by working with the contracts manager, contractors, caretakers or cleaners as required. You may be asked to manage cleaners or caretakers as part of your role.

  • Ensure communal areas and neighbourhoods are clean, safe and well maintained through liaison with the appointed Managing Agent or by working with the contracts manager, contractors, caretakers or cleaners as required. You may be asked to manage cleaners or caretakers as part of your role.

  • Manage the work of the contractors that you engage and seek feedback on their work upon completion, feeding back to the contract management team. To seek feedback on work performed by contractors appointed by an external Managing Agent.

  • To be involved in resident consultation on cyclical maintenance and qualifying works, and to take the lead in dealing with any issues or complaints relating to such works where necessary liaising with the external Managing Agent.

  • Deal with complaints and manage complex defects cases to ensure satisfactory resident outcomes.

Budget management:

  • Manage and monitor a repairs budget ensuring you or an appointed Managing Agent work within financial regulations and get the best value from contractors.

  • Collect rent and service charges and manage service charge accounts, taking appropriate action to recover debt, referring cases for legal action where appropriate

  • Efficiently and accurately process staircasing, remortgage and lease extension applications ensuring RICS registered valuations are reflective of the current market value and premiums are accurately calculated.

  • Ensure compliance with contractual terms relating to leaseholders and shared owners, ensuring both quality and value for money in all aspects of service delivery.

About you:

  • Knowledge of the affordable housing sector and an expert understanding of Leasehold management

  • Experience preparing year end accounts in a timely manner.

  • Knowledge of housing management systems.

  • Organised and efficient worker.

  • Ability to work independently, whilst being comfortable asking for help or guidance when needed.

  • You are self-driven, accountable and embrace change and opportunity.

  • You are pro-active and take a creative approach to relationship-building and problem solving.

  • You are decisive whilst working at a quick pace.

  • You have a natural customer focus and it is a consideration in all that you do.

  • You are self-assured and tenacious as a lot of what you’ll be doing will be following up with colleagues and/or third parties such as management companies or developers.

Qualifications:


A higher education qualification (e.g. degree) and /or substantial relevant experience.

If you are interested in the role, please e-mail your CV to  jobs@sagehousing.co.uk