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Job purpose:

Operational and service leadership for the housing team delivering a service supportive of residents and the housing association.

To take the lead in ensuring successful high-quality delivery of a range of housing services, ranging from income recovery, voids and lettings, estates improvement, customer engagement, ASB and other general housing operation functions.
To develop and maintain strong collaborations with key stakeholders and partners to secure consistent and appropriate services to the tenants, ensuring a performance driven, client focussed and effective customer-first response.

Main duties and responsibilities:

To lead a culture that empowers staff, stimulating innovation and continuous service improvement.

To be part of the Management team

To lead a team of housing professionals ensuring performance targets are met /exceeded and that the service remains within budget, achieving value for money.

Ensure the highest level of customer experience and housing management across all general needs homes.

Manage colleagues, workloads and ensure record keeping is accurate and up to date and ensure that we are compliant with legal and regulatory requirements.

Use benchmarking, customer feedback and complaints to continuously improve service delivery.

Strategy and Policy

Design, develop, deliver and review all associated policies and procedures for the Housing Service to ensure the service reflects legal requirements and best practice

Ensure the Executive Team are regularly updated through the continual review of the operating environment, legislative changes and best practice

Support the Executive Team in the development and implementation of the Resident Experience Strategy

ensuring the service remains compliant with government regulation and best practise including carrying out self-assessment against these.

Customers and Housing

To ensure that housing management standards, policies and procedure are achieving the desired outcomes in terms of customer satisfaction, neighbourhood, and tenancy management.

Design, implement and continually review an effective tenancy sustainability approach with effective support options and signposting for residents

To manage and resolve high level ASB, and other tenancy related disputes and complaints ensuring escalation to the Director of Operations, where deemed necessary.

To ensure that effective systems and procedures are established and maintained, developing and implementing quality assurance systems and ensure that established financial and administrative procedures are properly used.

To ensure we are compliant with relevant consumer standards.

Develop and implent a series of quality standard, specifications and operation procedures for all general needs housing functions, ensuring that the resident voice is heard

Community Relations

To promote community spirit, whilst being mindful of the ethos, through estate based social activities in conjunction with tenants.

To ensure that customs and traditions are respected whilst being mindful of the freedom of individuals.

To lead on relationship building with partners sush as local authority departments that support housing services functions (for example, neighbourhood and ASB teams, housing option and homelessness team).

Ensure a variety of written and on-line material including newsletters, leaflets and reports as well as utilising social media

Health & Safety

To oversee and deliver an effective health and safety strategy.

To ensure that staff have adequate training and supervision around health and safety at work.

Lettings and Voids

Lead responsibility to ensure that the Association has an effective approach to ensuring that empty homes are let quickly and efficiently to maximise the Association’s income and deliver an outstanding first, and lasting impression for new residents

Develop and maintain effective relationships with local authorities to negotiate and monitor nominations agreements

Lead responsibility for CORE and other lettings-related regulatory returns

Ensure that tenancies are managed effectively and that tenants are made aware of their rights and responsibilities in order to maintain stable, safe and desirable communities.

Be responsible for the effective management of the Associations shared ownership homes, including the re-sales.

Finance, Risk and Performance Management

To take responsibility for the Housing Team budget. Ensure cost efficiency through effective oversight and budget management.

Lead and embed a strong culture of value for money, including working collaboratively across the organisation to deliver value for residents

In consultation with Finance colleagues and the Executive Team, prepare budgets

Ensure that there are robust systems in place for managing, controlling and understanding the expenditure

Responsibility for driving a culture of robust, accurate and comprehensive performance reporting

Deliver responsibilities in line with the Association’s financial rules, standing orders and approval limits

Proactively identify, manage and mitigate risk and to contribute to the Association’s wider approach to risk management

Report on all relevant KPI’s ensuring that these are recorded accurately and submitted on a timely basis for inclusion in board reports and produce other data, statistics and reports as required.

General Obligations

Behave in a manner that always reflects positively on the organisation.

Promote equality of opportunity and anti-discriminatory practices.

Assist in monitoring and maintaining quality standards across the organisation.

Demonstrate an understanding and commitment to the principles of confidentiality.

To work in a manner that is sensitive and empathetic to the culture of the Community.

Participate fully in training and development in accordance with the organisations training plan and mandatory requirements.

You are also required to undertake any other duties within your capabilities as may be reasonably required.

Willing to undertake Housing qualification where required