A2Dominion Group
Senior Leasehold Property Manager
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Senior Leasehold Property Manager
Location: Ealing / Hybrid (Some office attendance required - 2 days a week)
Salary: £39,400.00 - £41,474.00 per annum
Contract type: 6 months Fixed Term Contract (35 hours per week, Monday to Friday)
DBS Level: Standard
About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.
Role Overview
As Senior Leasehold Property Manager you will lead, manage and motivate a team of Leasehold professionals to deliver a high-quality, customer-centred leasehold resolution service. You will ensure consistent compliance with legislation, drive continuous improvement, and act as a senior point of escalation for complex leasehold matters.
Key responsibilities
Leadership & Team Management
- Lead, develop, and manage a team of Leasehold Managers, setting clear objectives, monitoring performance, and fostering a culture of accountability, collaboration, and continuous improvement.
- Provide coaching and guidance on complex customer issues, legal cases, building safety, and service charge challenges.
Operational Delivery
- Lead and manage the Leasehold Resolution Team, ensuring the effective delivery of a high-quality, customer-focused resolution service across a diverse leasehold portfolio.
- Oversee the management of complex leaseholder enquiries, complaints, disputes, and escalated cases, ensuring compliance with statutory requirements, fire safety regulations, organisational policies, and lease obligations.
- Monitor team performance against key service standards, driving improvements in response times, resolution outcomes, customer satisfaction, and complaint reduction.
- Analyse service performance data, customer feedback, complaint trends, and operational risks to identify opportunities for continuous improvement and enhance service delivery.
- Act as the senior escalation point for complex, sensitive, and high-risk leasehold matters, providing expert guidance and support to the team.
- Build and maintain effective relationships with internal departments, managing agents, legal representatives, contractors, and external stakeholders to facilitate successful case resolution.
- Represent the organisation at stakeholder meetings, resident forums, tribunals, hearings, and other external proceedings where required.
- Ensure the team maintains accurate records, robust case management practices, and compliance with governance, regulatory, and audit requirements.
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Customer & Stakeholder Engagement
- Ensure high-quality customer service, with timely resolution of queries and complaints, and develop resident engagement strategies in line with regulatory expectations.
- Build and maintain strong relationships with internal teams, managing agents, contractors, local authorities, and key partners.
Compliance, Risk & Continuous Improvement
- Maintain up-to-date knowledge of leasehold legislation and building safety regulations to ensure compliance with health and safety and organisational policies, while supporting and driving policy and process improvements through data-led service enhancement initiatives.
About you
- GCSE (or equivalent) in Maths and English (Grade A*–C)
- Good working knowledge and experience of IT packages/software (Microsoft Office, Outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
- Has TPI qualification, or other relevant property or housing professional membership or relevant experience.
- Minimum of 1 years’ experience of leading and managing a team
- Minimum of 1 years’ experience of delivering front line (customer facing) services
- Excellent knowledge of current housing and leasehold legislation
- Excellent written and verbal skills including the ability to present in high pressured environments
- Good working knowledge and experience of IT packages/software (Microsoft Office, Outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
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Desirable:
- Has or is willing to undertake relevant technical/building safety qualification in line with changing legislation
- Experience of adopting a continuous improvement approach and adapting to change
- Full UK driving license
Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
- 25 days’ holiday (Plus Bank Holidays)
- Up to 8% contributory pension
- In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
This Vacancy is being managed by Hollie Furness.
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