Rent & Service Charge Manager

We are looking for a highly skilled and customer-focused Service Charges & Rents Manager to lead the delivery of our service charge and rent management function.

This is a key operational leadership role responsible for the end-to-end management of service charges, rent setting, billing, compliance, and customer engagement across our housing portfolio. You will ensure fairness, transparency, and accuracy while driving continuous improvement and delivering excellent outcomes for our residents.

You will also deputise for the Head of Service Charges, Rent and Income Collection when required.

Key Responsibilities

Service Charge Budgeting & Forecasting

Lead the development and management of annual service charge budgets
Monitor income and expenditure, ensuring accuracy and financial control
Work collaboratively across departments to ensure budgets reflect true service costs
Maintain up-to-date forecasts and financial insight

Billing & Administration

Oversee annual rent and service charge setting and issuance
Ensure accurate and timely billing in line with legislation and best practice
Manage calculation and apportionment of charges across all properties
Issue annual statements, including sinking fund reporting
Ensure correct billing for freeholders, utilities, and complex developments
Oversee accurate application of rent and charges to accounts

Compliance & Regulatory Management

Ensure full compliance with housing legislation including the Landlord & Tenant Act and Leasehold Reform Act
Maintain and update policies in line with regulatory and sector changes
Lead audit activity and act as key liaison with external auditors and regulators
Ensure statutory reporting obligations are met in full

Resident Engagement & Communication

Deliver clear, transparent communication to residents on all charges
Manage and resolve queries, complaints, and disputes professionally
Lead resident engagement activities including meetings and briefings
Promote understanding of value for money and service delivery

Contract Management & Service Delivery

Work cross-functionally to ensure service delivery aligns with contractual agreements
Monitor service costs and ensure they are accurately reflected in charges
Support oversight of SLAs and performance metrics
Ensure high standards and value for money across all services

Process Improvement & Transformation

Drive continuous improvement across service charge and rent processes
Lead system and technology enhancements
Improve efficiency, accuracy, and customer experience
Provide training and support to colleagues

Leadership & Team Development

Lead and develop a high-performing, customer-focused team
Champion a culture of excellence, accountability, and innovation
Set and monitor performance and customer satisfaction targets
Use data and feedback to improve service delivery

At Saffron Housing Trust, we are committed to providing high-quality homes and services to over 7,000 residents. We pride ourselves on transparency, value for money, and putting our customers at the heart of everything we do.