Ownership Officer

Help customers navigate home ownership and leasehold services while making a positive difference to local communities. Join North Northamptonshire Council’s Housing team and play a key role in delivering high-quality Right to Buy and Leasehold services. This customer‑focused position supports tenants and leaseholders throughout their journey, ensuring excellent service delivery, effective income collection, and positive community engagement. You'll help enhance customer satisfaction, strengthen relationships with residents, and contribute to creating thriving neighbourhoods across North Northamptonshire.

Join our Housing team and play a vital role in delivering high‑quality Right to Buy and Leasehold services to tenants and leaseholders across North Northamptonshire. This varied and customer‑focused role combines specialist expertise, income management, customer engagement, and service improvement to ensure residents receive responsive support and excellent service throughout their journey.

• Delivering a professional, customer‑focused Right to Buy and Leasehold Management service.
• Acting as the Council’s subject matter expert on Right to Buy legislation and processes.
• Managing leaseholder service charges, ground rents, billing, income collection, and debt recovery activities.
• Administering annual service charge accounts and ensuring accurate, transparent financial records.
• Supporting leaseholders with enquiries, disputes, financial challenges, and complex lease‑related issues.
• Preparing and presenting cases at First Tier Tribunals and supporting legal action for debt recovery when required.
• Providing budgeting guidance, debt prevention support, and signposting customers to specialist advice services.
• Managing Right to Buy applications from initial enquiry through to property sale completion.
• Conducting property inspections and ensuring compliance with relevant Right to Buy legislation and timescales.
• Responding to complaints, enquiries from elected members and MPs, and customer correspondence.
• Working collaboratively with internal teams, legal services, contractors, and external stakeholders.
• Monitoring performance, producing management information, and contributing to service improvements.
• Engaging with leaseholders and residents to encourage participation and influence service delivery.
• Promoting safeguarding, health and safety, and identifying risks to customers, properties, and the Council.
• Keeping up to date with best practice, legislation, and developments in Right to Buy and leasehold management.

• Min GCSE X 5 incl Maths and English or equivalent
• CertCIH - Membership Achieved = CIH Qualification or Equivalent Level 3 or above.
• Experience of working with a local authority or registered provider in a similar role. Minimum 3 years.
• Knowledge of the housing legislation, regulation and case law
• Understanding county court possession/Money Judgement orders and claims procedures.
• Experience of working with people who may find themselves in difficult situations and who may have multiple/complex needs including challenging behaviours
• Experience of managing and prioritising own workload without supervision to meet demands and targets
• Excellent communication skills over several disciplines
• Ability to demonstrate a firm but fair approach to managing customer services and relationships whilst maintaining a professional attitude
• Excellent interviewing, file note taking, negotiation and compromising skills to achieve solution‑focused outcomes
• Ability to explain complex matters clearly to customers in plain english terms.
• Ability to build relationships with individuals who have multiple or complex needs
• Able to produce clear, concise, factual and persuasive written letters…