This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
About the role
Contract: Permanent, Full-time, 37.5 hours per week Operational patch: Staffordshire and The Marches Closing date: Sunday 8 November
At BFL, Place is at the heart of our Strategy 2026-31 and brings our purpose, enabling people to thrive, to life. Because thriving communities are about more than just great homes. They’re about safe, connected and inspiring neighbourhoods where people can truly belong and build strong foundations for their lives.
Through Place, we take a wider view of every community we serve — creating meaningful partnerships and joining forces with others to make each Place stronger.
About the role
Working across your regional patch, you’ll take ownership of day‑to‑day homeownership queries, income recovery tasks, and case management. You’ll be a visible, proactive presence — supporting customers, progressing cases, and working closely with Place‑based teams, legal colleagues and external solicitors, and the New Homes team to create positive outcomes.
This role offers variety, autonomy, and the chance to make a real impact in people’s lives, especially those who need extra guidance or early intervention.
What you’ll be doing
Managing homeownership customer cases from first query through to resolution.
Handling a wide range of housing management and basic lease related enquiries.
Supporting customers face‑to‑face through home visits when needed.
Driving income collection and arrears recovery activity, including negotiating sustainable payment plans.
Preparing notices, legal documentation, and referrals to solicitors in line with procedure.
Completing Income & Expenditure assessments and offering budgeting or welfare benefits guidance.
Collaborating with colleagues to reduce arrears while balancing customer vulnerability, support needs, and organisational risk.
Maintaining accurate case records and complying with GDPR requirements.
Identifying risks early and escalating high‑risk or complex cases appropriately.
Providing customer insight to help shape and improve service delivery.
Participate in home ownership customer consultation events as required
About you
You’re someone who builds trust quickly, communicates clearly, and thrives in a role where no two days look the same. You’re confident managing your own caseload, able to balance empathy with strong decision‑making, and motivated by helping customers achieve sustainable outcomes.
You will also bring:
Experience in housing income, leasehold management, neighbourhood management or similar.
Knowledge of homeownership leases and arrears recovery processes.
An understanding of welfare benefits legislation.
The ability to work collaboratively with solicitors, legal teams, lenders, and internal colleagues.
Strong organisational and communication skills.
You will also need
A full UK driving licence and the ability to travel across your region.
GCSEs in Maths and English (Grade C/4 or above) or equivalent.
A relevant professional qualification (e.g. CIH) is desirable.
If you’re driven by delivering great customer experiences and confident working within homeownership, we’d love to hear from you.
Please refer to the job description to ensure you meet the essential criteria of the role.
If this sounds like the right next step for you, and you’re motivated by making a real difference in our communities, we’d love to hear from you. Please apply on our website by Sunday 8 November 2026.
The Company
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction.
What we offer
Hybrid working, with the flexibility to work across our main locations and home
Occupational Health, mental health first aiders, menopause champions and annual health checks
A choice of pension schemes with employer contributions of up to 10%
Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family
Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more
Generous holiday, occupational sick pay and paid family leave
Fully funded CIH qualification, if it’s a requirement of your role
The Values
Innovation
We are creative and fearless in our work.
Accountability
We take ownership of our work and lead from the front.
Teamwork
We collaborate widely and build supportive environments.
About us
We’re part of one of the biggest housing associations in the country, Bromford Flagship. As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.
We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.
But we’re only just getting started.
Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.
And we’ve created a thriving place of our own – giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our values.
We’re a place for people determined to make a difference.
Bromford. A place to make your own.
Our commitment to equality, diversity and inclusion
We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.
We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.
We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community.
Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Bromford Privacy Statement
The following explains how we Bromford Flagship Ltd (Data Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it. Bromford Flagship Ltd which includes Bromford Housing Association Ltd, Flagship Housing Ltd, Bromford Assured Homes Ltd, Bromford Developments Ltd and Bromford Home Ownership Ltd will keep your personal information secure and confidential.
As defined by the General Data Protection Regulation (GDPR) Bromford is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
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Working with Recruitment Agencies
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