As the Director of Shared Ownership & Leaseholders, you will lead the end-to-end experience for shared owners and leaseholders delivering fair, transparent, and high-quality services that residents can trust. You will ensure every interaction, from first sale to staircasing, service charge management, and dispute resolution, leaves residents feeling heard, valued, and empowered throughout their homeownership journey.
Your mission
You will shape the lived experience of thousands of homeowners, placing their voice at the heart of decision-making and their trust at the core of service delivery. This is a strategic role with significant influence across the organisation, where your impact will be felt in the homes, lives, and confidence of every resident you serve.
You will do this through:
* Building trust, improving satisfaction, and protecting and enhancing PA Housing’s reputation as a transparent, responsive, and resident-first homeownership provider.
* Setting and delivering the shared ownership and leasehold strategy aligned to PA’s values and regulatory standards, with resident trust and partnership embedded from the outset.
* Challenging poor quality and driving innovation by listening to residents, acting on feedback, and ensuring they have meaningful influence over the services they receive.
Key aspects of your role include (but are not limited to):
* Service Excellence & Innovation Lead all operational aspects: sales, resales, staircasing, service charges, compliance, and disputes. Use data, digital tools, and resident insight to transform services and deliver consistently excellent outcomes.
* Resident Engagement & Advocacy Champion the voice of shared owners and leaseholders across the organisation. Build structures for open dialogue, co-create solutions with residents, and ensure they see their ideas reflected in tangible improvements.
* Strategic Leadership Represent homeowner interests at executive and board level, influencing policy and investment decisions with resident priorities in mind.
* Performance & Compliance Own service performance metrics, risk monitoring, and regulatory compliance. Provide transparent reporting and assurance to senior leadership, residents, and the Board.
* Cross-Functional Collaboration & Culture Partner with teams across Housing, Development, Legal, Finance, and Assets to deliver joined-up, resident-first services. Foster a high-performing, inclusive, and trust-based culture where teams are empowered to deliver excellence.
For more details, and to apply for the role, please visit https://ma-appointments.co.uk/pa-housing-solr/