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CV

CAREER HISTORY
Leasehold Property Manager
November 2007 to date

I am the founder of the award winning leasehold and private renting information site, Leasehold Life and the manager acting on behalf of the RMC freeholders of an East London block of flats, which is also my home.
Whilst the services of a managing agent are used for certain elements of block management (such as service charge collection for example) my role is a combination of two areas: leasehold and the PRS. My leasehold role consists of the following:

  • Routinely inspecting the block exterior in order to instruct repairs;
  • Re-scheduling works when a) emergencies occur or b) when interiors are affected;
  • Ensuring monies are available before authorising works;
  • Being the first point of contact for contractors;
  • Ensuring the block abides by health and safety requirements;
  • Working with the RMC company solicitors on the recovery of long standing service charge arrears (when the managing agent in-house collection procedures have been exhausted), lease extensions and company financial issues;
  • Dealing with service charge queries;
  • Going through the proposed service charge budget for each year and advising on any adjustments that should be made (which are subject to the Directors approval);
  • Checking the year end accounts, raising any queries if necessary and obtaining Directors approval for sign off;
  • Keeping a comprehensive filing system for my own records.

My PRS role consists of the following:

  • A point of contact for renting tenants (the majority of the block);
  • Working closely with landlords and their agents regarding internal maintenance and repair issues;
  • Working closely with a number of local authorities on getting those landlords who fail to maintain and repair their properties under the requirements of short leases under s11 of the Landlord and Tenant Act 1985 and the Housing Act 2004 (HHSRS);
  • Chasing up the progress of subsequent repair schedules, inspections and any court actions;
  • Working with local authorities on issues of anti-social behaviour;
  • Working with the Safer Neighbourhood Police Team to combat issues of anti-social behaviour.

ACHIEVEMENTS

RESIDENTIAL LEASEHOLD RESEARCHER
2004 – 2007

I started working in the leasehold sector in 2003, trying to establish how to reverse over two decades of neglect to our building caused by having an absent freeholder and negligent managing agents. The complexities of the legislation, the enormous amount of fragmented information, the extensive communication with the local council, and the fact that the majority of the flats were sublet let to the creation of a diary blog called ‘Life at Wellington Mansions’.

COMMERCIAL PROPERTY – Various Contracts
2000/2004
Project Liaison – CBRE – Deutschebank
Job Description: Appointed as primary point of contact between estate managers and in-house facilities during emergency works. My role involved:

  • Conducting site visits with the building manager to assess both works in progress and completed works;
  • Assisting in the co-ordination of over 1,000 jobs by utilising an Excel spreadsheet to track, update and close-off works;
  • Providing regular progress reports to the clients’ estate management team.

Administrative Support – Haden Building Management Limited – Royal Bank of Scotland
Job Description: Appointed to provide administrative and helpdesk escalation support. My role involved:

  • Accurately reconciling completed engineer job sheets to timesheets and updating records using the Maximo Helpdesk System;
  • Liaising with engineers when discrepancies were noted;
  • Reviewing outstanding job sheets and escalated to site supervisors where necessary;
  • Updating clients on progress and advising of any other aspect of facilities work that may have impacted on completion times.

Administrative Support – Haden Building Management Ltd – BBC Television Centre
Job Description: Appointed to assist with the smooth handover of works to a new contractor. My role involved:

  • Being responsible for the raising and pricing of building maintenance requests (3 sites);
  • Updating all documentation, using the Maximo Helpdesk System and existing Excel spreadsheets;
  • Logging and tracking purchase orders through to invoice;
  • Resolving client and supplier invoicing issues.

INFORMATION TECHNOLOGY- Various Contracts
1993 – 2000
Desktop Installation – BBC World Service
Job Description: Appointed to provide installation/administrative support on an IT pilot project (a permanently live, 24hr news critical site). My role involved:

  • Installing Windows NT Operating System/Desktop and Digital Audio software;
  • Representing project participants and the project team at regular senior management meetings;
  • Pro-actively resolving project related/unrelated issues, queries and concerns by liaising extensively with the Helpdesk, Account Managers and Network Server Teams.

Post Roll-Out Support – BBC World Service
Job Description: Appointed to provide administrative support for a major IT infrastructure upgrade. This role was a promotion from post-rollout IT support after demonstrating strong relationship building and troubleshooting skills. My role involved:

  • Scheduling appointments with users immediately after system migration;
  • Establishing that all facilities prior to migration were still available;
  • Identifying levels of understanding of the new system and determining any further training requirements;
  • Pro-actively resolving migration related/unrelated issues, queries and concerns by liaising extensively with the Helpdesk, Account Managers and Network Server Teams.

Service Desk Analyst – Tullet & Tokyo, Lehman Brothers, , Merrill Lynch and BZW
Job Description: Appointed to provide IT helpdesk support servicing both London and global clients. Tullet and Tokyo was my first IT contract due to promotion from telephonist to the IT helpdesk after demonstrating a professional approach to client complaint calls in a busy environment. My role there and in subsequent contracts involved:

  • Being the first point of contact for all users reporting faults;
  • Resolving issues where able;
  • Escalating more complex problem to appropriate internal/external technical teams but continuing to track them;
  • Maintaining call ownership to resolution, keeping both users and third party clients appraised of job status.

Corporate Receptionist/Telephonist – Various Contracts
1984 – 1993
Job Description: Appointed to provide a professional front of house reception-telephony service. My role involved:

  • Answering and transferring calls and queries in a professional and articulate manner;
  • Meeting and greeting clients;
  • Accurately taking and distributing messages;
  • Booking couriers, taxis and meeting rooms;
  • Organising internal/external post;
  • Issuing security passes.

Customer Sales Co-ordinator – Ferranti Business Communications Ltd (incorporated into the above in 1989)
Job Description: Appointed to act as office-based link between field sales force and 100+ dealers. This was a promotion from my receptionist role within Ferranti. My role involved:

  • Dealing with sales and marketing queries;
  • Arranging meetings between sales staff and potential/existing clients;
  • Assessing and allocating sales leads.

Customer Service Administrator/Cashier – Dixons Retailers
1981 – 1984

Sales Personnel – Co-Operative House
1976 – 1981

PERSONAL DETAILS
Education
To GCE Level

Interests
Reading, films, photography and theatre.

Contact
 e-mail: sharon(at)sharon-crossland(dot)co(dot)uk

REFERENCES
Available on request