To provide a customer focused service responding to leaseholder inquiries
in accordance with the Group’s standards of service.
To ensure that all information provided is accurate and relevant and in a
format that is suitable for the needs of the customer(s) concerned.
To deliver the service in line with the Group values of ‘choice, opportunity and trust’, providing leaseholders with options where possible and acting in a manner that builds a trusting relationship with leaseholders. Investigate and respond to disputes arising from service charges or other
lease issues. Prepare cases for Court, Mediation and Tribunals, attending
and giving evidence where necessary.
To undertake investigations following complaints relating to leaseholders as
well as being alert to the potential for complaints and taking pre-emptive
Interpreting long leases, head leases, management agreements and service
level agreements providing advice and assistance to departments within the
Identify defects in leases and lead on rectification and lease variation as
required to remedy defects.
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