Head of Rent and Service Charges

Head of Rent and Service Charges
Salary: £79,714 + £5,000 salary supplement + excellent benefits
Location: Wooburn Green, High Wycombe or Letchworth Garden City
Hybrid working: A minimum of two days per week in the office, three days per week working from home
Contract: Permanent

Are you looking to join a growing, values-led organisation with a clear social purpose?

At Lifestone Homes, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

About the role

We are looking for an experienced Head of Rent and Service Charges to lead a critical service area that directly supports the financial sustainability of Lifestone Homes and delivers transparency and value for residents.

This is a senior leadership role with responsibility for overseeing all rent setting, service charge management and related regulatory requirements across our housing portfolio. We are particularly looking for someone with strong technical expertise in rent setting and service charges, combined with a proven ability to lead, develop and inspire teams.

You will provide strategic direction, operational leadership and expert advice, ensuring services are delivered accurately, efficiently and in line with legislative and regulatory expectations. Alongside your technical expertise, you will play a key role in developing capability across the team through effective coaching, performance management, succession planning and continuous professional development.

Working closely with senior leaders, Finance, Asset Management and Housing teams, you will lead a high‑performing team while driving continuous improvement, customer satisfaction and value for money.

Key responsibilities

• Lead the annual rent and service charge setting process across all tenures

• Ensure compliance with rent setting regulations, lease agreements and service charge legislation

• Oversee the preparation and distribution of service charge estimates and year‑end statements

• Drive transparency through accurate billing and clear communication with residents and leaseholders

• Manage and resolve complex rent and service charge queries and complaints

• Monitor service performance, identifying opportunities for improvement and efficiencies

• Lead forecasting and planning activities relating to rent and service charge income and expenditure

• Act as the organisation's lead specialist on rent and service charge matters

• Build effective relationships with residents, leaseholders, management companies, freeholders, local authorities and auditors

• Ensure robust financial controls, governance arrangements and regulatory compliance are maintained

• Develop and implement service improvements, systems enhancements and process efficiencies

• Provide leadership, coaching and development to the Rent and Service Charges team

• Lead projects and organisational change initiatives relating to rent and service charge services

• Lead and develop the Rent and Service Charges team through effective coaching, mentoring and performance management.

• Conduct regular one‑to‑ones, appraisals and development reviews, creating clear progression plans for colleagues.

• Build capability within the team, ensuring colleagues have the skills, knowledge and confidence to deliver excellent services.

• Create a high‑performance culture that balances accountability, support and continuous improvement.

• Act as the organisation's subject matter expert on rent setting and service charge legislation, regulation and best practice.

Our expectations

• Accurate and compliant rent setting and service charge processes

• High levels of resident satisfaction and transparency in communication

• Strong financial management and effective cost recovery

• Compliance with all relevant legislation, regulation and internal controls

• Improved performance, efficiency and value for money across the service

• Effective forecasting and financial planning support

• Strong stakeholder relationships and collaborative working across departments

• A highly engaged, high‑performing team focused on continuous improvement

About you

Essential

• Significant experience leading rent and service charge functions within a housing organisation

• Proven experience managing teams and delivering high‑quality customer‑focused services

• Strong knowledge of housing regulation, rent setting frameworks and service charge legislation

• Experience driving process improvement, change initiatives and service transformation

• Strong understanding of accounting principles and financial controls

• Ability to build credibility and influence at senior leadership level

• Excellent stakeholder management and relationship‑building skills

• Strong analytical skills with the ability to interpret complex financial and operational information

• Experience using performance data to drive service improvements

• Strong leadership skills with a coaching and development mindset

• Advanced Microsoft Excel skills

• Degree in Finance, Housing or a related discipline, or equivalent professional experience

Desired

• Experience leading large‑scale organisational change programmes

• Experience implementing or embedding new systems and technology solutions

• Professional housing, finance or leadership qualification

• Experience within a large, complex housing organisation

Why join us?

This is an exciting opportunity to lead a strategically important function within one of the largest housing providers in the region. You'll have the opportunity to shape how rent and service charge services are delivered, influence business decisions and drive improvements that directly benefit residents and support the long‑term success of Lifestone Homes.

You'll join an organisation that is investing in its future, committed to service excellence and focused on creating homes and neighbourhoods where people can thrive.

Benefits

At Lifestone Homes, we believe in creating an environment where our people feel valued, supported, and inspired to grow. That's why we offer a comprehensive benefits package designed to support your wellbeing, development, finances and work-life balance.

• Salary of £79,714 + £5,000 salary supplement + excellent benefits

• 25 days annual leave, increasing with service to a maximum of 30 days

• 30 days annual leave from day one for Head of Service, Assistant Director and Director roles

• Christmas closure in addition to your annual leave entitlement

• Option to buy up to 5 additional days of annual leave each year

• Generous pension scheme with up to 10% employer contributions

• Annual performance bonus scheme, recognising individual contributions and achievements

• Enhanced family-friendly leave, including maternity and paternity benefits

• Health Cash Plan with support for everyday healthcare costs, virtual health services, gym discounts and free cover for up to four dependent children

• Life assurance worth three times your annual salary

• Employee Assistance Programme (EAP) providing 24/7 confidential support for your mental, physical and financial wellbeing

• Flexible and hybrid working, helping you balance work and personal commitments

• £200 annual flexible benefits allowance to spend through our benefits platform

• Generous sick pay and income protection cover

• Essential car user allowance and business mileage payments for eligible roles

And that's just the beginning! We also offer:

• Salary sacrifice car leasing scheme with electric and hybrid vehicle options

• Funded training, professional qualifications and apprenticeships

• Two paid Giving Back Days each year to support local communities and charitable causes

• Up to 5 days paid carers leave

• Up to 5 days paid emergency childcare leave

• Paid professional membership or subscription (one per year)

• Peer recognition and reward programme

• Sabbatical opportunities for eligible colleagues

• Mental Health First Aiders across the organisation

• Modern office facilities, including free parking and EV charging where available

Working Hours

• 37 hours per week

• Monday - Friday

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 13/11/2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.