Leasehold Engagement Officer

We are looking for a proactive, customer-focused and enthusiastic Leasehold Engagement Officer to join our Home Ownership & Leasehold Services team.

This is an exciting opportunity for someone who is passionate about improving residents' experiences and strengthening relationships between the Council and its leaseholders.

The postholder will play a key role in developing and delivering effective leaseholder engagement activities, ensuring that leaseholders are informed, consulted and actively involved in decisions that affect their homes and communities.

You will act as an important link between leaseholders, housing management, repairs, major works and other council departments, helping to ensure that residents receive clear information, timely responses and a high standard of customer service.

• Develop and maintain positive relationships with leaseholders across the borough.
• Organise and facilitate leaseholder meetings, forums, consultation events and engagement sessions.
• Ensure leaseholders are kept informed about major works, service charges, planned maintenance and other housing-related matters.
• Support statutory consultation processes, including Section 20 consultations, ensuring leaseholders understand the process and have opportunities to comment.
• Identify recurring issues and themes raised by leaseholders and recommend improvements to services.
• Promote resident participation and encourage leaseholders to have a voice in decisions affecting their homes.
• Monitor engagement activities and produce reports on feedback, outcomes and service improvements.
• Ensure that all engagement activities are inclusive, accessible and responsive to the diverse needs of residents.

We are looking for someone who:

• Has experience of resident engagement, customer relations, housing services or leasehold management.
• Has excellent communication and interpersonal skills, with the ability to engage confidently with residents and stakeholders.
• Can explain complex housing and leasehold matters in clear, accessible language.
• Understands the challenges faced by leaseholders, particularly in relation to service charges, major works and housing maintenance.
• Has experience of organising meetings, consultation events and community engagement activities.
• Can manage competing priorities, work independently and meet deadlines.
• Is confident handling difficult conversations and resolving sensitive customer issues.
• Has strong written skills and experience preparing reports, correspondence and presentations.
• Is committed to equality, diversity, inclusion and delivering excellent public services.

In your supporting statement, you need to provide examples of how you meet each of the criteria listed in the person specification section of the role profile. Please provide clear and specific examples. We do not accept CVs. Any applications received with a CV attached and without a supporting statement will not be considered.

You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage.

It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we're looking forward to hearing from you.

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Ealing Council is committed to creating good jobs and delivering on its connected communities' agenda. We are committed to equality of opportunity, to being fair and inclusive.

We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently underrepresented in Ealing's workforce.

Please note all applications will be determined on merit.

Closing date: 3 December 2026