Leasehold Operations Officer Lbhf

At Hammersmith & Fulham, we are ambitious in reforming the Council to ensure this is a place for everybody. Within the Economy department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

This is a new role at the heart of our plans to deliver a modern, trusted and resident-focused leasehold service.
With around 5,000 leasehold and 11,000 tenanted homes, we are transforming how we support and engage leaseholders by creating a dedicated Leasehold Operations Team.
As a Leasehold Operations Officer, you will play a key role in delivering a high-quality, compliant leasehold management service to our residents.

Reporting directly to the Leasehold Operations Manager, you will act as a key point of contact for leaseholders, providing expert advice, resolving complex issues, and ensuring compliance with lease terms. You will take ownership of cases from start to finish and work collaboratively with teams across the Council to improve service outcomes and resident satisfaction.

This is a varied and rewarding role where you’ll be responsible for a wide range of duties.

• Deliver a professional and responsive leasehold management service
• Advise leaseholders and colleagues on lease interpretation and obligations
• Investigate and resolve breaches of lease, and maximise revenue by raising Administration Charges as necessary
• Carry out site visits and inspections to assess compliance
• Identify and resolve lease anomalies, including tribunal applications where required
• Support legal action such as forfeiture proceedings when appropriate
• Manage Right to Buy applications and leasehold aftersales processes
• Maintain accurate records, reports, and building-level information
• Respond to queries and complaints from residents and stakeholders
• Contribute to service improvements through feedback and satisfaction surveys

This is an opportunity to contribute towards a new team delivering meaningful, positive change for our customers. You’ll work with passionate colleagues, engage directly with residents and play a key role in strengthening trust, transparency and service quality.

If you’re motivated by complexity, accountability and making a visible difference, this role is for you.

We are proud to be an inclusive organisation that values diversity and promotes equal opportunities for all. We welcome applications from candidates of all backgrounds and are committed to creating a workplace where everyone feels valued and supported.

We are seeking someone who is proactive, detail-oriented, and committed to excellent customer service.

• Opportunity to make a real difference for residents
• Supportive and collaborative team environment
• Flexible and agile working arrangements
• Commitment to professional development
• Inclusive employer committed to equality, diversity, and inclusion

Our mission is to be the best council. To do this we need the best people to help build our vision.

If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Please see the for more information

Educated to Level 3 and/or with significant relevant experience in housing

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 who can build this into everything they do.

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

We care…