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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.
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
Michelle Berman - Senior Project Manager / Senior Change Manager / Transformation Manager / Programme Manager
Birmingham City Council Right to Buy & Leasehold Services Manager From 1999 to 2005
Headed a large team of right to buy and leasehold officers proving the RTB and Leasehold Management
service for all of Birmingham City Councils 50,000 tenants. Responsible for ensuring that all relevant
housing legislation was followed during the RTB process including eligibility, cost floor and discount
calculations and that the subsequent leasehold management functions such as service charge
calculations and breaches of lease were dealt with effectively ensuring no loss of income to the
Authority.
 Introduced changes to working practices to improve efficiency resulting in an increase in
compliance for responding to RTB1 applications from 75% to 100% in first 12-months.
 Significantly reduced the number of appeals against denials for properties designated for the
elderly by the introduction of a new process and staff training.
 Dealt with an increase in applications from © 3,000 a year to © 13,000 a year (when discount
was reduced) by having clear forward planning and processes in place.
 Managed complex staff capability and disciplinary issues resulting in improved working and staff
moral
 Successfully set up a leaseholder forum for consultation on improving working practices and
new polices and procedures
 Project manager for the introduction of the new SX3 module for RTB and service charge
calculations
 Improved the system and process for the production of service charge statements making them
clearer to understand and customer friendly
 Delivered training on Section 20 consultation and the changes that came from the introduction
of the Commonhold and Leasehold Reform Act 2002.
Professional Development – Attend the annual Leaseholder Conference: Attend seminars on changes to
legislation and case law: Monthly surgeries with Solicitors.
References are available on request

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CV - Sept 2015

  • 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
  • 3. Michelle Berman - Senior Project Manager / Senior Change Manager / Transformation Manager / Programme Manager Birmingham City Council Right to Buy & Leasehold Services Manager From 1999 to 2005 Headed a large team of right to buy and leasehold officers proving the RTB and Leasehold Management service for all of Birmingham City Councils 50,000 tenants. Responsible for ensuring that all relevant housing legislation was followed during the RTB process including eligibility, cost floor and discount calculations and that the subsequent leasehold management functions such as service charge calculations and breaches of lease were dealt with effectively ensuring no loss of income to the Authority.  Introduced changes to working practices to improve efficiency resulting in an increase in compliance for responding to RTB1 applications from 75% to 100% in first 12-months.  Significantly reduced the number of appeals against denials for properties designated for the elderly by the introduction of a new process and staff training.  Dealt with an increase in applications from © 3,000 a year to © 13,000 a year (when discount was reduced) by having clear forward planning and processes in place.  Managed complex staff capability and disciplinary issues resulting in improved working and staff moral  Successfully set up a leaseholder forum for consultation on improving working practices and new polices and procedures  Project manager for the introduction of the new SX3 module for RTB and service charge calculations  Improved the system and process for the production of service charge statements making them clearer to understand and customer friendly  Delivered training on Section 20 consultation and the changes that came from the introduction of the Commonhold and Leasehold Reform Act 2002. Professional Development – Attend the annual Leaseholder Conference: Attend seminars on changes to legislation and case law: Monthly surgeries with Solicitors. References are available on request