Lucia Johnson

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

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)

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