Main Purpose of the Job: Responsible for providing strategic and operational leadership for all housing management functions across the Group. This includes tenancy and estate management, rent collection, anti-social behaviour (ASB), customer engagement, and tenancy sustainment. Ensuring services meet the highest standards of customer care, comply with Housing Consumer Standards, and contribute to the Group’s mission. SPECIFIC DUTIES AND RESPONSIBILITES OF THE POST Strategic Leadership * Develop and implement the Housing Management Strategy in line with the corporate plan. * Advise the Executive Team on housing management policy, regulation, and performance. * Monitor and interpret housing legislation, regulatory changes, and emerging sector best practices. * Lead service planning, budgeting, and performance reporting to support organisational goals. * Build and manage strategic partnerships and alliances that accelerate growth. * Explore new business models and tender opportunities. Operational Delivery * Oversee all housing operations, including lettings, tenancy management, rent arrears recovery, service charges reviews, ASB management, and housing support. * Ensure effective performance against KPIs for rent and service charges collection, voids, and tenancy sustainment. * Work collaboratively with the Heads of Department team to deliver joined-up resident experiences. * Ensure all housing services comply with legal, regulatory, and health and safety standards. * Promote value for money, efficiency, and innovation across housing services. Resident Engagement & Customer Experience * Foster a strong culture of tenant engagement and co-design in service delivery. * Lead initiatives to improve customer satisfaction and trust. * Ensure robust processes for managing and learning from complaints and feedback. * Champion social value, inclusion, and community investment initiatives. Performance & Compliance * Lead on compliance with the Housing’s Consumer Standards. * Monitor and report on housing performance, risks, and service improvement plans to the Executive Team. * Maintain high standards of safeguarding, data protection, and equality and diversity practices. * Develop and maintain Housing Policies and Procedures. Leadership & People Management * Lead, develop, and motivate the Housing team to deliver high-quality, customer-focused services. * Create a culture of accountability, collaboration, and continuous improvement. * Support professional development and ensure team members have access to appropriate CIH or housing-related training. Personal responsibilities: The Head of Housing must assume responsibility for they own professional and personal development (supported by the company where appropriate) to ensure that they develop and maintain continuing competence to deliver the organisation’s requirements, including the fair and supportive management. Corporate Behaviours: Head of Housing will commit to: * Act with honesty and integrity at all times. * Demonstrate respect for others and value diversity. * Focus on the service users, both internal and external, at all times. * Make an active contribution to developing services. * Learn from and share experience and knowledge. * Keep others informed of issues of importance and relevance. * Consciously review mistakes and successes to improve performance. * Use discretion and be aware of issues requiring total confidentiality. In addition, the Head of Housing will: Value and recognise ideas and the contribution of all team members. Coach individuals and teams to perform to the best of their ability. Delegate work to develop individuals in their roles and realise their potential. Give ongoing feedback on performance and effectively manage poor performance. Provide support and guidance to all team members. Encourage their team to achieve work/personal life balance. In return for joining us, we can offer a range of benefits including: Opportunities to progress through our personalised career paths. Free training to help develop and enhance your skills. My Perks Bluelight Card - discounts