Head of Home Ownership - Lloyds Living

Compliance & Governance

• Ensure adherence to legal, regulatory, and lease terms across all leasehold and home ownership activities.
• Lead on Section 20 processes and ensure robust monitoring systems are in place.
• Adopt and comply with strategy and regulatory requirements, policies and procedures, including Health and Safety, Equality and Diversity, Procurement, Safeguarding, Value for money.
• Prepare and present reports to Boards and Committees, ensuring transparency and accountability.

Customer Service & Engagement

• Deliver responsive, insight-driven customer service tailored to leaseholders and homeowners.
• Promote high service standards and manage complaints effectively.
• Develop and implement leaseholder involvement strategies and resident governance structures.

Financial Management

• Set and manage departmental budgets, monitor expenditure, and maximise income.
• Lead rent and service charge setting processes, ensuring accuracy and compliance.
• Oversee financial reporting and performance monitoring, including KPIs.

Strategic Leadership & Planning

• Develop and implement departmental strategies aligned with organisational goals.
• Lead and motivate teams to deliver operational excellence and value for money.
• Identify and manage risks within directorate activities.

Operational Delivery

• Ensure an effective re-sales service is provided to shared owners and lease terms are met.
• Responsible for staircasing transactions ensuring they are managed effectively, comply with lease terms as well as legislative and regulatory requirements and that income is maximised.
• Ensure efficient deployment of resources and achievement of team objectives.

Partnership & Stakeholder Engagement

• Build and maintain professional relationships internally and externally.
• Represent the organisation to promote its reputation and secure growth opportunities.
• Influence national policy through engagement with stakeholders and interest groups.

Performance Monitoring & Reporting

• Ensure policies and processes are in place with a robust monitoring system to achieve compliance with Regulatory and Governance standards
• Prepare and deliver regular performance reports to senior leadership and external bodies.
• Monitor KPIs and implement service improvement plans where needed.

Crucial skills and experience:

Technical & Professional Expertise

• In-depth knowledge of leasehold and shared ownership legislation, including Section 20, staircasing, and service charge regulations.
• Experience in rent and service charge setting, income recovery, and financial reporting.
• Strong understanding of property management, housing law, and regulatory frameworks.
• Familiarity with performance monitoring tools and KPI reporting.
• Proven experience in developing and implementing departmental strategies aligned with organisational goals.
• Ability to work with cross-functional teams, setting clear objectives and driving performance.
• Experience in budget planning and financial oversight, ensuring value for money and financial sustainability.
• Experience in ensuring legal and regulatory compliance across leasehold services.
• Ability to identify, assess, and mitigate operational and strategic risks.
• Track record of preparing and presenting reports to Boards and Committees.
• Experience managing re-sales, staircasing and disposal programmes.
• Ability to develop innovative solutions to improve service delivery and operational efficiency.
• Skilled in resource deployment and team management to meet service targets.

Customer Focus & Engagement

• Demonstrated ability to deliver high-quality customer service, with a focus on leaseholder and homeowner needs.
• Experience in developing customer insight strategies and service improvement plans.
• Strong communication skills to engage residents and promote participation in governance structures.

Stakeholder & Partnership Management

• Strong relationship-building skills with internal teams and external partners, including local authorities and housing bodies.
• Experience in representing organisations at senior levels, including influencing national policy and securing joint ventures.

Qualifications

• Relevant professional qualification in housing, property management, or related field (e.g. CIH, IRPM).
• Evidence of continued professional development.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we're committed to creating an environment in which everyone can thrive, learn and develop. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you!