L&Q
Homeownership Account Lead
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Homeownership Account Lead
Homeownership Account Lead
Role Overview
Contract Type: Permanent, Full-time (35 hours per week) Salary: £34,381 per annum to £37,570 per annum (London weighted) Location: London, Stratford Grade: 6 Persona: Agile Worker (20%–40% of hours hybrid, working from required base) Working Pattern: Rotating shifts of 8am–4pm, 9am–5pm, and 10am–6pm Closing Date: 8th July 2026 Interview Dates: 16th July 2026 (early applications encouraged)
About the Role
L&Q’s vision for Operational Excellence seeks consistent, high-quality services for residents. This is a unique opportunity to lead the Homeownership Account Lead role within L&Q’s evolving Income Management team, focusing on:
- Customer outcomes through proactive, empathetic engagement with homeowners in arrears
- Delivering targets for arrears reduction and income collection while maintaining regulatory compliance
- Driving continuous improvement via efficient case management and process optimisation
You will take ownership of a defined portfolio, supporting residents at all stages of homeownership arrears to promote self-sufficiency while achieving organisational targets.
Key Responsibilities
Account Management
- Lead day-to-day operations: monitoring, updating, and resolving homeownership arrears accounts
- Ensure timely and accurate progression through the arrears lifecycle, from early intervention to enforcement
- Develop tailored repayment plans while fostering long-term payment sustainability
Performance & Compliance
- Track KPIs for arrears reduction, collection efficiency, and customer satisfaction
- Identify trends, opportunities and risks to inform proactive case interventions
- Maintain rigorous records whilst adhering to legal protocols, internal policies and regulatory standards
Customer Impact
- Provide high-standard service via empathetic, professional communication to both residents and colleagues
- Foster trust-based relationships, ensuring residents feel supported through challenges while aligning with organisational goals
- Collaborate with Finance, Legal, and Housing teams to escalate or resolve complex cases
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Process Improvement
- Contribute to systems/process enhancements that streamline arrears management workflows
- Share best practice across the team to ensure aligned knowledge and efficiency
Key Relationships
- Wider Income Team: Maintain a joined-up approach to account management
- Customer Service: Coordinate seamlessly with colleagues to facilitate resident interactions
- Internal Stakeholders: Engage proactively with Finance, Legal, Housing Management to support holistic outcomes
- Residents: Build trusting, professional partnerships to sustainably resolve payments and arrears
How You Contribute to Strategic Goals
Impact on Arrears & Income
- Support arrears reduction targets through targeted proactive casework
- Maximise income collection via realistic, sustainable payment arrangements
Customer Satisfaction
- Consistently achieve high satiety ratings through positive interactions and transparent communication
Operational Efficiency
- Optimise system usage to improve work productivity and case handling
- Foster a high-performance environment through accountability, collaboration, and knowledge-sharing
Essential Requirements
Customer-Facing Skills
- Proven track record delivering excellent service in fast-paced, challenging environments
- Ability to engage sensitively with residents during emotionally difficult circumstances
- Adaptable communication style to fit diverse resident needs
Arrears Management Expertise
- Deep experience throughout the homeownership arrears lifecycle
- Clear understanding of -account recovery strategies, including legal enforcement
- Strong knowledge of £Q’s reprieve schemes and regulatory compliance (e.g., equality, safeguarding)
Analytical & Organisational Ability
- Sharp problem-solving skills with measured judgment to assess complex situations
- Highly organised, capable of prioritising competing priorities to meet deadlines
- Proactive approach to inside intervention and targeted intervention planning
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Team Collaboration
- Collaborative by nature, with ability to influence and contribute to joined-up solutions
- Open communication with colleagues to harmonise support across the arrears journey
Benefits
L&Q offers a competitive benefits package, including:
- 6% contribution to an exblerent pension scheme (matching contributions available)
- Annual Leave: 28 days (rising to 31 days with service) + Bank Holidays
- £30 per month Westfield Health Cash Plan
- Non-contributory entire-life assurance
- Up to 21 hours/year paid voluntary days
- Lifestyle benefits & Employee Assistance Programme for work-life balance
- Plus, Q’s family-friendly, sustainable and inclusive approach to benefits!
About L&Q
L&Q is a UK-leading housing association dedicated to creating healthy, stable communities through high-quality housing. Our work serves 250,000 residents across London, the South-East, and the North-West, reflecting our roots in ethical, people-first practises.
Our success is built on:
- Core values that shape decision-making at all levels
- Diversity and inclusion—employees are chosen for skills, potential, and cultural fit
- Proudly reconnu as a Disability Confident Leader (Level 3)
- Advocate programme ensures hiring processes are transparent
- Sustainability—committed to socially responsible organisation
➡ For more information, please click here.
Apply Now! If ethical housing, impactful customer service, and operational excellence resonate with you, join us in shaping a stronger homeownership sector. L&Q reserves the right to progress applications from all stages if required adjustments are needed; contact lqcareers@lqgroup.org.uk for assistance.
Please note: We reserve the right not to interview candidates with three or fewer unsuccessful applications with L&Q in the last 24 months.
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