Home Ownership Officer Billing & Consultation

Job Description

Organisation: London Borough of Waltham Forest

Salary: PO1 £41,133 - £43,680

Contract Type: Permanent

Working hours per week: 36

Application Deadline: 29/03/2026

Proposed Interview Date(s): TBC

Reference: 2030

About Us:

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.

London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.

The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.

About the role:

You’ll be joining our busy Home Ownership team at an exciting time of growth and innovation. We’re enhancing our services to deliver even greater value to our customers, and we need passionate professionals to help us achieve this. In this role, you’ll play a key part in providing a high-quality, cost-effective, and customer-focused service to our leaseholders and shared owners—aligned with Waltham Forest’s Strategic Objectives, Budget, and Business Plan.

The Consultation & Billing team is responsible for managing Section 20 consultations and overseeing the calculation and billing of service charges and major works, including equity share and shared ownership. We ensure full cost recovery under the terms of the lease, in compliance with the Landlord and Tenant Act 1985 (as amended) and all relevant legislation.

>> Click here to download the Role Profile <<

Key Responsibilities:

• Carry out statutory Section 20 consultations for major works and service charges.
• Accurately calculate annual service charges, major works final accounts, and shared ownership rents.
• Deliver customer-focused solutions and strive to improve resident satisfaction.
• Demonstrate knowledge of leasehold legislation, in accordance with the Landlord and Tenant Act 1985 (as amended).
• Clearly explain lease terms and service charge calculations to residents and internal teams.
• Maintain sound knowledge of key issues affecting landlords and leaseholders.

Qualifications and Requirements:

• Proven experience in calculating leasehold service charges, major works final accounts, and shared ownership rents.
• Strong understanding of leasehold legislation and best practices in relation to consultation and billing.
• Excellent communication skills with the ability to explain complex information clearly.
• Membership of the Institute of Residential Property Management (IRPM) or willingness to work towards achieving membership is desirable.
• A proactive, detail-oriented approach with a commitment to customer satisfaction.

Terms and conditions:

The below terms and conditions apply to this role:

Satisfactory employment references and CIFAS identity checks;

Satisfactory declaration of interest;

This role is subject to safer recruitment practices as it involves work with children and/ or vulnerable adults;

As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.

How to Apply:

Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Equal Opportunity Employer:

Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.

To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.

For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.

Contact Information:

If you have any questions about this vacancy or the application process, please contact Sherrie Sancho, Billing and Consultation Team Leader at sherrie.sancho@walthamforest.gov.uk

If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk.

Click here for further information on the Human Resources recruitment privacy notice.