Lucia Johnson
Scheme Manager with extensive expertise in managing leasehold retirement schemes
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About
Scheme Manager with extensive expertise in managing leasehold retirement schemes, ensuring operational compliance, and delivering high-quality resident services. Strong financial acumen, safeguarding knowledge, and a proactive approach to service improvement. Skilled in stakeholder engagement, risk management, and leading operational processes that enhance resident wellbeing and service outcomes
Experience
Scheme Manager – Leasehold Retirement - Home Group Ltd - Milton Keynes
(2018-07)
Manage day-to-day operations of a leasehold retirement scheme, ensuring compliance with Health & Safety and organisational standards.
- Lead annual repairs programmes, Section 20 consultations, and budget planning for service charges and reserve funds
- Provide financial guidance to the Residents Association and produce monthly reports
- Oversee arrears management, repairs, maintenance, and contractor performance
- Manage complaint processes, AGM notices, and invoice payments
- Assess prospective leaseholders in line with independent living criteria
- Successfully supported the sale of flats in partnership with the sales team
- Adapt proactively to evolving business and customer needs
Housing Assistant - Croydon Almshouse Charities - Surrey
(2016-10 - 2018-07)
Supported the Scheme Manager in delivering safe, supportive accommodation for residents with low to medium support needs.
- Conducted risk assessments and monitored resident wellbeing
- Provided welfare benefits advice and liaised with social services
- Supported a resident with dementia symptoms and coordinated external support
- Built strong relationships with residents and partner agencies
- Sourced contractors to ensure cost-effective maintenance
- Gained City & Guilds Level 3 Health and Social Care
Relief Manager - Abbeyfield Southern Oaks - Epsom
(2017-01 - 2018-01)
Managed budgets, housekeeping, and catering services in line with safety standards.
- Ensured compliance with Safer Food Better Business guidelines
- Led cross-functional teams to maximise resident quality of life
- Supported policy and procedure development
- Implemented safeguarding procedures for vulnerable residents
Learner Support Assistant - North East Surrey College of Technology (NESCOT)
(2010 - 2014)
Learner Support Tutor - Croydon Adult Learning and Training
(2000 - 2010)
Property Consultant - Gooch and Wagstaff
(1990 - 1995)
Reception Manager - Johnson Fry Financial Services
(1988 - 1990)
Senior Receptionist - Hyde Park Hotel - London
(1986 - 1988)
Receptionist / Cashier - Strand Palace Hotel - London
(1984 - 1986)
Education
Certificate of Higher Education - Psychology - Open University (2025)
OCR Level 3 Award in Preparing to Teach - Lifelong Learning Sector (2008)
City & Guilds Level 3 Diploma in Health and Social Care - Health and Social Care
NCFE Level 2 Certificate in Principles of Team Leading - Team Leading
City & Guilds 709 - Hotel Reception
GCSE equivalents - English, English Literature, Maths, RE, Sociology, French
