Our mission and values

Our Purpose

Heylo helps aspiring homeowners and renters find a place to call home

Our Mission

Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity

Our Vision

To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric

·To provide an effective and efficient professional staircasing and resales service to all homeowners, in line with all legal, contractual, regulatory requirements and good and/or best practice. To make sure that all staircasing and resales are progressed in accordance with regulatory provisions and buyers and sellers are professionally guided through the process. Critically making sure that all the necessary timescales are complied with and that transactions are concluded in a timely way. Balancing the need to conclude in a timely manner with the need to deliver ambitious standards of customer service and satisfaction.

·To deal with all staircasing and resales of existing shared ownership property in accordance with Heylo’s policy or as may be necessary through contractual conditions.

·To ensure that all staircasing is progressed in accordance with the lease's provisions, and shared owners are properly guided through the process.

·Deal with shared ownership resales. Responding and driving sales to make sure that they are concluded in a timely way. Make sure that the valuations fairly reflect the value of the property and the share being sold, ensuring equity for both seller and buyer alike. Making sure that costs and fair fees are collected in accordance with Heylo’s policy.

·Instructing appropriate professionals in pursuance of the staircasing or resales work, considering the outcomes of the professional’s work and taking up any apparent or otherwise obvious inconsistencies to ensure all parties are properly served.

·Process all documentation in a proper and timely way and in accordance with all relevant rules and regulations. Make sure that all other parties are aware of the timescales that need to be complied with, and deadlines are met.

·To work collaboratively with property management and finance team members to ensure all relevant covenants and obligations are fully complied with. To also ensure all required eligibility and funding conditions are fully complied with. Where concerns arise, collaborate with relevant parties to take appropriate action, particularly if there is any suggestion that there is misrepresentation.

·To maintain and update resales and staircasing monitoring tools from which to provide weekly, monthly or as otherwise needed reports on sales progress.

·Effectively deal with enquiries and complaints and promote high customer service standards. Learning from complaints to alter working practice as needed.

·To ensure that up-to-date and accessible records are maintained in all areas to include use of computer systems and databases.

·To develop and maintain professional relationships and partnerships externally and internally, ensuring the interests of the organisation are safeguarded.

The candidate will have:

·Passes in GCSE English and Maths or equivalent or ability to operate at that level (E)

·Demonstrable understanding of conveyancing process from reservation to completion. (E)

·Knowledge and/or experience of Leasehold/shared ownership and homeowners property sales and transactions (E)

·Good understanding of customer eligibility for low-cost home ownership products (E)

·An understanding of the legal aspects of leasehold law and regulations. (D)

·Associate level member of the IRPM or similar willingness to achieve this standard of membership. (D)

·Effective communications skills, both oral and written. (E)

·Effective IT skills including property management MIS. (E)

·Good influencing and persuading skills (D)

·Good verbal and numerical reasoning skills. (E)

·Ability to deal with conflicting priorities. (E)

·Ability to work to deadlines and under pressure (E)