Bianca Pagnello Email & Phone Number

London, Gb

London Area, United Kingdom

London, England, United Kingdom

•Responsible for a patch of nearly 7k properties and lead on rent and service charges for tenants and Homeowners.•Deliver an exceptional service to customers that delivers value for money by preparing new scheme estimates, reviewing new schemes, creating annual estimates, auditing/finalising end of year accounts, and summaries of expenditure and reserve funds. Whilst also ensuring maximum income for the business.•Responsible for reconciling all relevant property expenditure, ensuring it is accurately coded against the correct properties so that service charges are accurately set to reflect the appropriate expenditure being incurred ensuring we are compliant with the Landlord and Tenant Act 1985 and in accordance with any lease agreement or tenancy agreement held.•Analyse expenditure in line with policies and forecast future expenditure by identifying recording expenditure that cannot be recovered through service failure or lack of delivery.•Contribute to the creation of tenancy and lease terms by providing accurate information to operational teams with regards to rent and service charge calculations. •Receive and progress pre-sale enquiries in line with our service level agreements for customers and colleagues to ensure that these are serviced and that fees are collected to comply with governance and support deliver of resales process for Homeowner Services.•Collaborate with colleagues in Homeowner Services and Customer Service ensuring rents and service charge disputes, queries and complaints are resolved promptly, supporting the delivery of other homeowner services functions and ensuring customer satisfaction is prioritised.

London, United Kingdom

Responsibility for the London homeownership and managing agent stock.Managing a team of Assistant homeownership managers, carrying out regular 121’s, providing support and advice. Delegating the necessary duties. Mentoring to develop their skills and career prospects, Setting and monitoring KPI’s.To provide an excellent customer service by working with internal and external partners. To coordinate service delivery on homeownership tenures and improve the service provided to homeowners. Working alongside development and New homes to ensure the ease of future property management by inputting into estate/block designs, head leases and management agreementsWorking in partnership with Property Accounts to ensure that data is provided on a timely basis to answer both audit and post year-end queries and monitoring leasehold spend per contract which leads to more consistent SOR use and transparent charges.To support Neighbourhood Services and partners to tackle the misuse of homeownership properties, including providing support in tackling ‘rogue’ landlords, illegal adaptations. Creating partnerships with Local Authority partners to resolve issues raising the quality of homes with the portfolio.Managing a large budget for Service charges and ensuring all suppliers are paid on time and scrutinising all demands to ensure residents are receiving value for money.Ensuring the Section 20 Process is followed thoroughly to ensure full recoverability.To manage and deliver all non-fiscal enforcement action for all homeownership tenures, working in collaboration with the legal department and neighbourhood services attending court / First Tier Tribunal where appropriate.Responding to complaints, formal and informal, MP and Cllr enquiries as well as CEO.Manage amendments for defective leases / transfer documents.Prepare and deliver training program across the business to enable teams to deliver an excellent and compliant service.

London, United Kingdom

Managing a patch of 550 homes, all predominantly homeowners.Managing a Estate Services Officer, carrying out regular 121’s, providing support and advice particularly around lone working and making sure he did not feel isolated. Delegating the necessary duties. Mentoring to develop his skills and career prospects. Setting and monitoring KPI’s.All aspects of tenancy management including carrying out administrative tasks such as sign ups, successions and mutual exchange.Dealing with ASB from low level noise nuisance through to high level cases and representation in court.Working closely with local MP’s and Councillors.Working with various client groups from homeowners through to vulnerable tenants.Clear knowledge and understanding of housing law and legislation.Working with the relevant external agencies to ensure residents are receiving all the support they require.Attending residents meetings and being the representative of Peabody.Monitoring works and ensuring us and residents are receiving value for money.Investigating tenancy fraud and using my initiative to build evidence.Ensuring a balance of enforcement yet being empathetic to each individual’s situation.Reporting and monitoring an array of issues.Inputting into any estate improvements of cyclical works to make certain they fit the residents and building’s needs.Being the voice for residents and pushing forward their views in important decision making.Obtained estimates and instructed contractors to undertake works

London, United Kingdom

Supported the Director of neighbourhoods and Heads of service with their workloads.Managed the team administrators.Drafted responses to formal complaints on behalf of the Director.Organised meetings for Director as well as other team members, coordinated diaries, booked venues.Organised the quarterly key borough seminars, collecting and collating key information on the boroughs.Was present and took thorough minutes at disciplinary hearings.Managed a high level of day-to-day correspondence, including letters, telephone calls and emails.Raised and paid all incoming invoices for neighbourhoods including Service charge demands.Responsible for upgrading information and uploading documents on the corporate website.Created templates/ spreadsheets/ tables with requested data.Improved filing system and managed stationery.

Accredited Mediator, Mediation

Childcare Learning And Development Nvq2

Gcse'S, 6 A-C'S