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We are The Housing Network (THN), a private Limited Company with a purpose.
We exist to provide 'More than a Roof', because when life is at its toughest, we believe everyone deserves a safe and stable place to rebuild their lives.
Homelessness is a vast and complex issue that does not have a single solution. In understanding that reality, we've learned the importance of perspective; appreciating that if we continue to innovate, collaborate, and give our best, we are playing our part in making a vital difference.
We are a team that is absolutely committed to innovate, excel and be dependable in all that we do.
Working hard together to achieve our mission of providing Better Accommodation, Better Support, Better Partnerships, and as a result Better Business.
Role Overview - What is it?
To lead, coordinate and performance manage a remote team of Specialised Supported Housing Officers (SSHOs) delivering our Ministry of Justice CAS3 contract within a defined geographical region.
This role ensures that our services are delivered efficiently, compliantly and in line with contractual KPIs while maintaining the highest standards of support for residents with complex needs.
Operating from our Head Office in Luton, you will provide hands on leadership, direction and challenge to your regional team of SSHOs.
The CAS3 resident group presents a broad range of vulnerabilities, complex needs and behaviours, requiring responsive leadership and strong operational oversight.
You will draw on your experience, judgement and resilience to:
* Support SSHOs to resolve complex cases and incidents
* Maintain performance against strict contractual KPIs
* Ensure compliance with service specifications and reporting requirements
* Drive consistent, high-quality resident outcomes
This is a fast-paced, high-pressure and varied role. Issues can and do arise, and you must remain calm, focused and solutions-driven when responding to operational challenges.
Main Duties - What needs to be done?
Team Leadership & Performance Management
* Lead, direct and performance‑manage a team of 7‑10 field‑based Specialised Supported Housing Officers (SSHOs) to ensure full delivery of the MOJ CAS3 contract within a defined geographical area.
* Provide both challenge and support to SSHOs to ensure all daily move‑ins, inductions and resident engagement activities are completed to a high standard.
* Ensure all required administrative tasks are completed accurately and on time to evidence full contractual compliance.
* Monitor, analyse and collate key operational data (e.g. move‑ins, engagement sessions, compliance metrics), identifying exceptions and trends to inform targeted coaching and performance improvement.
* Conduct line management duties including recruitment, onboarding, performance management, appraisals, absence management, and expense oversight, ensuring appropriate project cover at all times.
* Foster a positive, high‑performance team culture where success is actively recognised and celebrated, building strong and trusted relationships across regional MOJ teams.
Operational Delivery & Compliance
* Take proactive ownership of operational challenges, using initiative and sound judgement to ensure KPIs and performance targets are consistently met or exceeded.
* Troubleshoot and resolve operational and administrative issues efficiently, driving continuous improvement across the CAS3 service and sharing best practice across MOJ regions.
* Prepare for and attend operational and governance meetings relating to the MOJ project, representing the business in a highly professional manner.
* Support fellow MOJ Region Managers and contribute to the ongoing development and strengthening of the Company's MOJ proposition.
* Work closely with the Director of Specialist Services to further enhance and evolve the MOJ CAS3 contracts.
* Respond swiftly and appropriately to emergency situations and safeguarding concerns, ensuring adherence to all relevant business policies and procedures.
Stakeholder & Partnership Management
* Build and maintain strong, trusted relationships with MOJ commissioners and Homelessness Prevention Team (HPT) leads.
* Attend regular review meetings to monitor performance, address challenges and ensure alignment with contractual expectations.
* Act as an ambassador for the MOJ function and THN more widely, developing relationships with local charities and partner agencies to further strategic objectives.
Financial & Asset Oversight
* Manage property stock within the region, ensuring appropriate allocation, oversight and governance.
* Oversee regional expenses, maintaining strict financial control and adherence to all company policies and processes.
Relationships - Who will I be working / engaging with?
Key Relationships
Internal
* MOJ Team – collaborating closely with fellow MOJ Region Managers and SSHOs to ensure consistent, high‑quality delivery of the CAS3 contract across all regions.
* Maintenance Team – coordinating property repairs, compliance works and urgent issues to ensure safe, suitable and timely accommodation provision.
* People & Finance Teams – working in partnership on recruitment, performance management, workforce planning, payroll, expenses and financial governance.
* Managing Directors & Senior Leadership Team – providing performance updates, escalating risks, contributing to strategic discussions and supporting the continuous development of the MOJ service offering.
External
* Ministry of Justice (including Probation Service and Homelessness Prevention Teams) – building and maintaining strong, trusted commissioner relationships; attending performance and governance meetings; ensuring contractual compliance and service excellence.
* Landlords & Letting Agents – managing professional relationships to secure, maintain and oversee high‑quality housing stock within the region.
* Residents – ensuring residents receive safe accommodation and effective, person‑centred support through strong oversight of SSHO delivery and direct intervention where required.
Competencies - Who with and your skill level?
Person Specification
Essential Skills & Competencies
* Strong leadership and management capability, with experience leading and motivating remote or field‑based teams.
* Confident and professional communicator, with excellent written and verbal communication skills and the ability to engage effectively with commissioners, colleagues and residents.
* Highly organised, with the ability to manage competing priorities in a fast‑paced operational environment.
* Resilient and composed under pressure, able to make sound decisions in high‑stakes or time‑sensitive situations.
* Strong multitasking ability, capable of managing operational delivery, stakeholder engagement and administrative oversight simultaneously.
* Effective prioritisation skills, ensuring KPIs, compliance requirements and resident needs are balanced appropriately.
* Competent IT user, with strong working knowledge of Microsoft Office (Word, Excel, Outlook, Teams) and experience using ICT systems to monitor performance and maintain accurate records.
* Able to work independently and collaboratively, demonstrating initiative while contributing positively to a wider management team.
* Commitment to delivering excellent customer service, ensuring residents, commissioners and partners receive a responsive and professional service at all times.
Essential Knowledge & Experience
* Demonstrable knowledge of the MOJ CAS3 contract or similar fast‑paced accommodation and support services for vulnerable individuals.
* Understanding of working with individuals who may present complex needs, vulnerabilities and challenging behaviours.
* Experience operating within contractual frameworks with strict KPIs and compliance requirements.
Core Behavioural Expectations
* Methodical and Detail‑Oriented – takes a structured and thorough approach to work, ensuring accuracy, completeness and full compliance at all times.
* Collaborative and Supportive – actively supports colleagues, promotes teamwork and works cohesively to achieve shared objectives across regions and departments.
* Compliance‑Focused – champions a strong culture of governance, accountability and adherence to contractual, financial and safeguarding standards.
* Self‑Directed and Proactive – confident in working independently, taking initiative and making informed decisions without the need for constant direction.
* Adaptable and Resilient – remains calm and solutions‑focused in high‑pressure situations, adjusting approach as operational demands evolve.
* Leads by Example – models the behaviours, professionalism and performance standards expected of the wider MOJ team.
Professional Standards
* Act with integrity in all decisions and interactions.
* Exercise due skill, care and diligence in delivering contractual and operational responsibilities.
* Demonstrate professionalism in representing the business internally and externally.
* Be open, transparent and cooperative with colleagues and stakeholders.
* Act with compassion, both toward colleagues and the vulnerable individuals we support through our accommodation services.
General and Additional
Additional Requirements
* The responsibilities outlined in this job description are indicative, not exhaustive. As the role develops, the requirements may change, and the post is subject to review in discussion with the post holder.
* The post holder may be required to undertake other duties from time to time as reasonably required by the organisation, commensurate with the grade and scope of the role.
* The post holder must comply with all organisational policies and procedures, ensuring appropriate actions and reporting protocols are consistently followed.
* The post holder is expected to attend regular staff and other relevant meetings, contributing positively where appropriate.
* Extensive travel across the UK will be required to support the delivery of role responsibilities. The post holder must hold a full UK driving licence and have access to a private vehicle for business use when required.
* This position requires an Enhanced Disclosure check.
We believe our values should reflect in our behaviour towards our colleagues, partners and residents while we work to achieve our Strategy 2024>29. These values are: Innovative, Dynamic, Dependable, Respectful, and Kind.
The Housing Network is committed to eliminating discrimination and encouraging diversity amongst the workforce.
We aim to be an equal opportunities employer and we are determined to ensure no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
As an employer we welcome applications from candidates with lived experience, demonstrating our commitment to capturing the value of "expertise by experience" and providing More than a Voice for our residents.
All job offers are subject to a DBS check (level to be advised through the hiring process) and references.
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