Homeownership Account Lead

Title: Home ownership Account Lead

Contract Type: Permanent, Full-time (35 hours per week)

Salary: £34,381 per annum to £37,570 per annum (London weighted salary)

Grade: 6

Reporting Office: London, Stratford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Working Pattern: Shifts of 8am-4pm, 9am-5pm and 10am-6pm on a five-week rotation.

Closing Date: 8th July 2026

Interview Dates: 16th July 2026

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

L&Q reserve the right not to progress applications from candidates with 3 or more unsuccessful applications/interview processes with L&Q in the previous 24 months.

• L&Q’s Future Shape Strategy puts Operational Excellence at the heart of everything we do - delivering reliable, consistent, and high-quality services to our residents. This is an exciting opportunity to join our evolving Income Management function as a Home ownership Account Lead, where you will play a key role in shaping customer outcomes while driving performance and continuous improvement.
• As a Home ownership Account Lead, you will take ownership of a defined portfolio of accounts, delivering an excellent customer experience while managing cases across the full home ownership arrears lifecycle. You will work proactively with residents to understand their circumstances, provide tailored solutions, and ensure effective account resolution in a fast-paced, target-driven environment.
• This role is critical in supporting L&Q’s objective of achieving customer satisfaction, reducing arrears and maximising income collection. You will contribute directly to achieving KPI targets, managing deadlines, and ensuring consistent, high-quality case management. Your ability to handle complex situations with professionalism and empathy will help drive sustainable outcomes for both residents and the organisation.
• Our Home ownership Account Leads will need to be resourceful and organised in their approach demonstrating an ability to prioritise where required. They will also work well as part of a Team and have the ability to listen, question, influence and negotiate as part of the day to day support they provide to residents and colleagues.
• You will report to a Home ownership Team Manager and be part of a collaborative team responsible for managing the various tenure types through the full home ownership arrears lifecycle. Within this team, you will work closely with colleagues across the business, demonstrating strong organisational skills, teamwork, and the ability to influence, negotiate, and deliver holistic solutions for residents.

If this sounds like you, we would love for you to apply!

• Lead the day-to-day management of a portfolio of home ownership accounts, ensuring accurate account management and timely resolution of queries.
• Drive arrears performance by proactively managing cases, setting sustainable repayment arrangements, and supporting residents to maintain their accounts.
• Monitor and review account activity, identifying risks, trends, and opportunities for early intervention.
• Ensure all customer interactions are handled professionally, delivering a high standard of service and achieving positive customer outcomes.
• Maintain accurate records and compliance with internal policies, procedures, and regulatory requirements.
• Support continuous improvement by identifying efficiencies and contributing to process enhancements.

• Work closely with the wider Income team to ensure a consistent and joined-up approach to account management.
• Collaborate with customer service teams to ensure seamless handling of resident queries and interactions.
• Engage with internal stakeholders such as Finance, Legal,…