Department: Assets
Reports To: Senior Legal Officer
Directly Responsible For: No direct reports
Overall team / department purpose
- The Compliance & Legal team are responsible for meeting all our business’s statutory and property related compliance and Asset related legal obligations.
- This includes the provision of contract management, quality assurance, relevant legal services and guidance to all Group functions on meeting specific obligations; it also includes reporting on and continually improving ongoing property compliance.
Key role priorities
- This role is responsible for handling of Section 11 disrepair cases brought under Landlord and customer legislation and any other Asset led legal processes, including Section 20 and Section 82.
- This involves taking a proactive approach in helping reduce the number of new Section 11 claims and taking ownership and responsibility for defending claims. For Section 20 and 82 it involves ensuring that all actions have been completed, customer or solicitor correspondence is accurate and sent within required timescales.
- Any non-compliance is escalated appropriately.
Key working relationships
- The role holder is required to work with colleagues across Property and Customer Insight and to interact with other teams across our business as appropriate.
- External to our business, the holder is required to liaise and consult with customers as well as a range of external stakeholders, this including specialist experts, appointed contractors/service providers and solicitors / barristers.
Main duties & responsibilities
- Responsible for the day to day management of the disrepair process, including customer liaison, appointment scheduling and case management.
- Support the Senior Officer – Legal in the consultation process; ensure all communications are accurate and sent within set timescales for all qualifying planned works and service contracts.
- Ensure the processes are followed for all qualifying project works or servicing contracts under Section 20 consultation.
- Critically evaluate repair history, external and internal defects reports, schedules and all other relevant information; compose detailed, professional letters of response to opposition solicitors.
- Responsible for ensuring all legal and statutory documentation is processed accurately and in a timely manner; comply with legal protocols and internal timescales to allow our business to meet all statutory and policy requirements.
- Support the Senior Officer – legal with the performance of Single Joint Experts allocated to cases, ensuring that they are considering the interests of our business when providing Scott Schedules for cases.
- Work with our business’s appointed contract /service providers to facilitate constructive contractual relations and in the effective implementation of work programmes in customers’ homes that relate to the resolution of Section 11 cases.
- Support the Senior Officer – Legal in making informed decisions regarding financial settlements in conjunction with the Head of Compliance and Legal; deliver financial savings by defending actions robustly and identifying customer misuse then following the rechargeable repairs process.
- Liaise with customer over access for completion of repairs and the levels of disruption during the course of work, ensuring that difficulties are resolved at an early stage to minimise disruption and cost of abortive operative time.
- Responsible for ensuring the maintenance of an up to date and accurate database of all cases; ensure all data/documents are stored within appropriate systems and communicated to teams and solicitors accordingly.
- Supervise the retrieval and capture of system-based information.
- Analyse disrepair trends and data and proactively target where intervention is required.
- Accompany other team members or appointed experts on visits to customers’ homes.
- Deputise for the Senior Officer – Legal where appropriate in their absence, for example including dealing with issues that arise during the progression of legal cases.
- Responsible for overseeing and, where appropriate, contributing to the timely compilation of comprehensive property and customer communication records relating to complex complaints were requested by the relevant Investigating Manager, in order to assist with the complaint investigation.
- Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- All Section 11 cases actioned and responded to in set timescale
- All Section 20 consultation delivered as and when required.
- All Section 82 actioned and responded to within set timescale.
- Disrepair Tracker – continually live, up to date and accurate.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification/experience (E)
HNC or equivalent or considerable relevant professional experience (D)
Membership of relevant professional body (e.g. CIH, RICS, IWFM, CIOB) (D)
Evidence of continuous professional development (D)
Experience
Managing disrepair cases on behalf of a private or social Landlord, providing key correspondence to all parties within protocol timescales (E)
Reviewing Scott Schedules and providing responses to the defects noted that reflect landlord obligations (E)
Liaising with solicitors and barristers when defending against disrepair cases, injunctions and legal property access via court proceedings (E)
Monitoring performance of case handling relative to Key Performance Indicators (E)
Use of relevant systems including assets, housing management and procurement (E)
Analysing business critical data to identify issues, successes and trends (D)
Skills, knowledge & ability
Knowledge of Landlord and Tenant Act 1985 and Homes (Fitness for Human Habitation) Act 2018 (E)
Knowledge of the legal protocol timescales that have to be adhered to when defending disrepair claims (E)
Ability to keep up to date with legislative and regulatory changes that impact landlord obligations (E)
Demonstrate excellent communication skills, both written and verbal, to customers, internal and external stakeholders (E)
Ability to make decisions relating to the defence of disrepair claims that safeguard our business from legal and monetary risk (E)
Personal characteristics
A confident communicator with an ability to make decisions and remain calm under pressure (E)
A methodical and consistent approach, driven by producing work of a high standard with great attention to detail (E)
Strong organisation and planning skills and able to deliver to agreed target dates (E)
Other
Ability to travel independently (E)
Flexible approach to hours worked (E)
Agile Working
We operate an agile working policy, with colleagues expected to work from the office a minimum of one day per week, or more depending on business needs. For this specific role, working arrangements may vary — we recommend discussing expectations with the hiring manager during the interview process.
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us