Be the difference. Shape services. Transform communities.At T&D, we're not just managing homes, we're building sustainable communities, driving tenancy sustainment, and putting customers at the heart of everything we do. Our mission is clear: reduce homelessness, minimise avoidable turnover, and deliver safe, secure, and affordable homes where people can thrive.We're now looking for an ambitious and driven Senior Housing Manager to play a pivotal leadership role in shaping and delivering high-performing, customer-focused housing services.This is a key leadership position, working closely with the Head of Housing and across the wider organisation to drive service excellence, regulatory compliance, and continuous improvement. You'll lead from the front, embedding a strong culture of accountability, customer insight, and performance whilst ensuring our services are proactive, resilient, and aligned to the evolving social housing landscape.A critical part of this role will be taking ownership of our Customer Retention Plan (CRP)- a key, organisation-wide priority. You will lead on its development, delivery, and continuous improvement, ensuring a clear focus on reducing avoidable turnover, strengthening tenancy management, and embedding retention-focused thinking across all service areas.What you'll be doingLead high-quality, end-to-end housing management services across all customer touchpoints, championing early intervention and customer retention, alongside a firm and decisive approach to tackling tenancy breaches where requiredTake strategic ownership of the Customer Retention Plan (CRP), driving delivery across the organisation to reduce avoidable turnover and improve long-term tenancy outcomesEmbed a proactive, data-informed approach to identifying at-risk tenancies, ensuring timely and effective interventionsDrive a culture where enforcement is proportionate and a last resort, with a strong focus on prevention, engagement, and positive outcomes for customersProvide visible, values-led leadership across Housing Services, working collaboratively with Repairs, Assets, Compliance, Health and Safety Tenancy Sustainment, and Customer Engagement teamsEnsure full compliance with the Consumer Standards, particularly directly the Tenant Standard, proactively leading service improvements in line with regulatory expectationsUse customer insight, feedback, and scrutiny to shape and continuously improve the housing service, ensuring the customer voice is embedded in decision-makingLead on housing performance managementBuild and maintain operational partnerships with Local Authorities, Police, support organisations & other key stakeholdersLead on policy development and service design, ensuring our approach reflects best practice and sector innovationDrive effective change and project delivery, ensuring services remain agile, efficient, and fit for the futureSupport delivery of voids and lettings performance, minimising rent lossLead, inspire, and develop a high-performing team - creating a culture of ownership, accountability, and continuous learningEnsure strong financial oversight, delivering value for money while maintaining high-quality service deliveryRepresent the organisation at a senior level, including in formal settings where requiredWhat we're looking forA strong track record of senior leadership within social housing, with extensive experience across tenancy and housing management in mostly a General Needs environmentIn-depth knowledge of housing legislation, regulation, and the evolving consumer regulation frameworkMinimum Level 4 CIHProven ability to lead a high-performing team, including remote and operational staff, driving both performance and engagementA confident decision-maker who can act with authority and integrity - balancing customer focus with accountability and risk managementExperience of delivering service transformation, policy development, and measurable service improvementsExperience of leading or contributing to customer retention, tenancy sustainment, or turnover reduction strategies at scaleStrong stakeholder management skills, with the ability to influence at all levels and build effective partnershipsA passion for delivering outstanding customer outcomes and creating sustainable communitiesIf you're ready to lead with purpose, own a critical strategic priority, and make a lasting impact in reducing tenancy turnover. We want to hear from you