Service Review Consultant

Buckinghamshire

£300-£350 per day

You will be working for a Housing Association with 14,500 properties, a turnover of £115m and a substantial development and sales programme, making the most of our many opportunities in a challenging but rewarding environment.

A service Review Consultant is required for two key;

Service Charge Review (2-3 months):

A review of our current policy, processes and systems to assess:-

Compliance with legislation

Fit with Group's VFM criteria

Maximisation of income for the business

Provision of customer satisfaction

Areas in the review are;

Existing policy

Setting Service Charges

Section 20 Landlord and Tenant Act 1985 (as amended) processes /systems

Sinking Funds

Management Fees

Managing Agents - set up and relationships

Customer engagement and communications

Review of existing leases

Service Charge Audit

Review of Value for Money

To achieve;

Increased customer satisfaction

Recovery of all possible charges

Increased management and improved services delivered by managing agents

Homeowner review (3-4 months);

To review the total end to end current service offer for homeowners (leaseholders and shared owners), to give an analysis and recommendations for our future offer.

Areas in the review are;

Determine current service offer to homeowners

Core processes - marketing, sale, moving in, after sale, shared ownership management, leasehold management, repairs and maintenance (including defects), selling on

Systems and spreadsheets

Data - information required, stored and maintained to carry out core processes

People - team structures, roles and responsibilities

Communication and Standards including our websites

Deep dive customer analysis around customer expectations

To achieve;

A set of recommendations for implementation

A Homeowner Services policy along with a clear offer for Homeowners