Rent & Service Charge Manager

Service Charges & Rents Manager

Saffron Barn, Long Stratton

About Us

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.

The Role

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

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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