The Village Manager will be responsible for providing high‑quality tenancy and housing management services to a mixed portfolio of general needs residents, shared owners, and leaseholders. The role ensures effective day‑to‑day management of homes on behalf of our client under a formal Management Agreement. The postholder will work primarily from the local office at E20 1DB, supporting a small, dedicated team and ensuring excellent customer experience and compliance with service standards.
Responsibilities
* Manage all aspects of tenancy and occupation, including:
o Lettings, viewings, sign‑ups, and allocations of properties
o Tenancy audits, assignments, successions, and mutual exchanges
o Investigation and management of anti‑social behaviour (ASB), including informal and formal interventions
* Ensure residents understand their rights, responsibilities, and tenancy conditions.
* Carry out routine estate inspections, identifying and reporting issues related to safety, cleanliness, repairs, and general estate condition.
* Complete Person‑Centred Fire Risk Assessments (PCFRAs) with residents, ensuring appropriate mitigation measures are agreed and acted upon.
* Complete housing management‑related fire safety actions in line with organisational policies and statutory requirements.
* Work closely with repairs, compliance, and property colleagues to resolve issues promptly and maintain safe, well‑maintained homes.
* Act as a key point of contact for residents, providing timely responses to queries and requests.
* Facilitate resident communications as required under the management contract, ensuring messages are clear, inclusive and accurate.
* Contribute to the handling and resolution of complaints, working in partnership with internal colleagues to ensure learning and service improvement.
* Ensure all housing management functions are delivered in line with obligations set out in the Management Agreement with the client.
* Maintain effective working relationships with contractors, stakeholders, local partners, and internal teams.
* Update internal systems and databases to accurately record:
o Customer contacts
o Changes in tenancies
o ASB cases and outcomes
o Fire safety actions and PCFRA findings
* Prepare and maintain accurate records to support decision‑making, reporting, and contract compliance.
Qualifications
* Experience in a housing officer or neighbourhood management role (general needs, leasehold or mixed tenure).
* Demonstrable knowledge of tenancy management processes including lettings, ASB, and estate management.
* Experience completing PCFRAs or willingness to undertake training.
* Experience delivering resident‑facing services in a fast‑paced environment.
* Strong understanding of housing law, tenancy agreements, ASB legislation and safeguarding.
* Ability to manage sensitive or challenging situations with confidence and professionalism.
* Strong organisational skills with the ability to manage a varied workload.
* Clear communication skills, both written and verbal.
* Competent in using housing management systems and MS Office applications.
* Customer‑focused, empathetic and solutions‑oriented.
* Works well in a small team, supporting colleagues where needed.
* Reliable, proactive, and confident working autonomously on site.
* Commitment to delivering high‑quality resident services and maintaining safe homes.
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