Director of Leaseholder Services

As Director of Leaseholder Services, you will provide strategic and operational leadership for our national leaseholder services function, acting as the senior authority on leasehold and shared ownership matters across a portfolio of circa 20,000 homes. You will be the primary advocate for our leasehold and shared ownership customers (and other home ownership products where applicable), ensuring their voice informs service design, investment visibility, communications and performance priorities.

This is a high-impact leadership role, responsible for strengthening governance, improving customer satisfaction, and driving consistent service quality through robust performance management and effective oversight of third parties, including managing agents and freeholders. As a member of MTVH's Senior Leadership Team, you will work collaboratively across the organisation to resolve complex issues and deliver our 2030 corporate strategy.

What you'll be accountable for

Strategic leadership

Set and deliver a clear strategy for leaseholder services aligned to MTVH's corporate priorities and customer expectations.

Provide visible, confident leadership that drives a customer-centred culture and measurable improvement.

Operational excellence

Lead the end-to-end delivery of leasehold and shared ownership services, ensuring clear plans, effective resource coordination and timely issue resolution.

Act as a catalyst for joined-up delivery across Customer Services, Assets/Property, Finance and Legal, owning the resolution of complex leasehold matters and ensuring a coherent customer journey.

Governance, risk and compliance

Ensure compliance with relevant legal, regulatory and policy requirements, proactively identifying and managing risk (including escalation where required).

Own and maintain the policy and procedural framework for your function, ensuring it is current, embedded and auditable.

Be accountable for the quality and integrity of data and records to enable reliable reporting and oversight.

Financial stewardship and value for money

Lead strong financial accountability across service charge governance, major works processes, and income and expenditure management within your remit.

Balance financial stewardship with fairness, transparency and value for money for customers, ensuring decisions are evidence-led and defensible.

Leasehold management & customer outcomes

Provide strategic oversight across key areas including Section 20 / major works consultation, lease variations, renewals, compliance with lease terms, dispute resolution and tribunal cases.

Drive improvements in satisfaction, engagement and complaints performance, ensuring communications are clear, proactive and transparent.

Third party and stakeholder management

Build effective relationships with managing agents and freeholders, holding them to account for service quality, compliance and customer outcomes.

Represent MTVH in internal and external forums, offering clear advice, reporting and decision support to enable timely decisions and good governance.

People leadership

Lead, develop and motivate teams in line with MTVH's values of Care, Dare, Collaborate and Own, building an inclusive, high-performance culture with strong succession and talent development.

You'll bring significant senior leadership experience within a complex environment, with deep expertise in home ownership services. You will demonstrate:

Substantial senior experience leading leasehold/shared ownership services (and related products) in a housing association or similar organisation.

Strong technical capability across leasehold and home ownership management, including service charge governance, major works processes, contract management and leasehold law, with confidence managing risk, disputes and tribunals.

Proven delivery of service improvement and operational change, strengthening performance, compliance and customer experience.

Strong communications skills, relatable to all audiences you encounter.

A strong track record of influencing across directorates and holding internal teams, contractors and managing agents to account.

Qualifications: Educated to degree level (or equivalent qualification/experience).

This senior position requires travel between office locations.