1. Michelle Berman - Senior Project Manager / Senior Change Manager / Transformation Manager / Programme Manager
SALLY THOMPSON
OPERATIONS MANAGER – LEASEHOLD AND MARKET RENT LETTINGS
164 Stroud Road, Shirley, B90 2JX
07792 374088 | norway22@sky.com | LinkedIn address:
sally.thompson@midlandheart.org.uk
Profile
Operations Manager with a successful background of over 18 years in the delivery of
Leasehold management.
Responsible for the provision of a high quality service to Shared Ownership and Right to
Buy leaseholders, and Market Rent customers; providing high level specialist advice on all
leasehold and market rent issues.
Have lead responsibility and accountability for the management of the Shared Ownership,
Right to Buy and the Residential Lettings Team.
Responsible for continually reviewing the service provided by the teams in order to
provide the most cost effective and efficient service.
Act as internal Leasehold expert, advising leaseholders and internal colleagues all matters
relating to leasehold management.
Objectives
Deliver key objectives for the Leasehold and Lettings service that builds first class practice and
provides excellent value for money. Maintain top quartile performance; achieving all targets, aims
and objectives.
Skills Matrix
Leasehold expert | up to date knowledge of current legislation and best practice | organised
|manage, develop, enable, empower and motivate staff to achieve high performance | develop
and run a successful and high quality team | identify priorities | problem solving | meet deadlines
and targets | develop effective working relationships with a range of internal and external
stakeholders | produce clear and concise written reports | analyse and interpret complex
information | change management | procurement |
Personal Attributes
Exceptional leadership skills; inspiring people with enthusiasm and energy to achieve
objectives.
Excellent communication skills; creating an environment where others are encouraged and
enabled to communicate effectively.
Ability to prioritise and organise my workload to ensure objectives are constantly
achieved.
Outstanding knowledge of all relevant legislation and case law.
2. Michelle Berman - Senior Project Manager / Senior Change Manager / Transformation Manager / Programme Manager
Recent Career Detail
Midland Heart Housing Association
Operations Manager Leasehold and Lettings From April 2008 to date
Responsible for the provision of a high quality service to Shared Owners, Right to Buy Customers and
Market Rent tenants; providing high level specialist advice on all leasehold and market rent issues. I
have lead responsibility and accountability for the management of the Shared Ownership, Right to Buy
and Residential Lettings Team; responsible for continually reviewing the service provided by the teams
in order to provide the most cost effective and efficient service.
Reduced shared ownership arrears from 12.5% in 2008 to 1% in 2014
Reduced lettings arrears from 3.2% in 2014 to 0.87% in 2015
Achieved ‘outstanding’ in a leasehold audit in 2013
Devised and implemented a service plan which improved all areas of leasehold management
KPI’s
Improved customer satisfaction from its lowest point of 67.5% to 84.5%
Wrote all policies and procedures for both teams’ in the audit these were marked as ‘excellent’
Successfully trained various departments on Section 20 and the importance of this legislation
Procured new repairs contracts for both teams; saving the Association approximately £60,000
Dealt with capability and disciplinary issues Chairing several meetings and acting as investigating
officer for others
Ensured staff were up to date and trained on all leasehold management including service charge
calculation, CCJ’s, Section 20, Commonhold and Leasehold Reform Act 2002, debt collection and
breaches of lease for sub-letting and disrepair.
Harrow Council
Right to Buy & Leasehold Services Manager From February 2005 to April 2008
Managed a team of right to buy officers ensuring a high quality service was provided to leasehold
customers; responsible for leading and developing a service to the highest standards whilst ensuring all
relevant legislation was complied with.
Dealt with a back-log of 300 enquiries and complaints by reorganising the team and their
responsibilities
Project managed the implementation of Northgate and the service charge module
Delivery of the RTB process within the legislative timescales and to budget
Brought collection of arrears into the right to buy and leasehold team and reduced arrears from
over 14% to 2.2% in 12-months
Set up a successful leaseholders forum
Introduced new policies and procedures and trained relevant staff in all areas of leasehold
management
Restructured the team and reduced staff costs but maintained the same high level of service
Built key relationships with senior stakeholders and provided recommendations based on regular
reviews