THE ESSENTIALS Platform: PPHA Status: Full time, permanent. Salary: £TBD Bonus: TBD Working arrangement: We typically work 4 days in the office, 1 day from home. Hours: 37.5 hours per week. Start: ASAP THE BENEFITS: 25 holiday days per year; 4 ‘Me Days’ per year (take a Me Day – focus on you); Team social events and trips; Wellness allowance of £70 per month to be used for gym, classes, physio or other wellness costs; Private healthcare with Vitality; Mintago financial platform; Drive Electric salary sacrifice; Enhanced maternity, paternity and parental leave; Employee referral scheme: £2,000 towards a getaway of your choice HSPG: A social impact real estate company Our mission is simple: Building partnerships, creating homes, developing communities. There is a critical lack of affordable housing across the UK, affecting the most vulnerable people in our community. We build long-term partnerships with Local Authorities to acquire and manage demand-driven social and affordable housing across various tenures, as per the image below. Across HSPG’s Living Sector platforms, we are actively acquiring 2,500 high-quality homes from national housebuilders and developers by the end of 2025. These properties are managed by our experienced team, grouped into portfolios, and funded by our institutional investment partners. HSPG aims to positively impacts our residents’ lives, while providing long-term, sustainable returns for our investment partners. Core Behaviours: Core mission: You will be responsible for ensuring all PPHA customers have an excellent, seamless, personal service from start to finish and that they feel like a valued, safe, important customer from all touch points with PPHA. You will deliver all operational and customer-focused landlord services to current and future PPHA residents, including Affordable Rent, Social Rent and Shared Ownership customers. You will ensure that all regulatory requirements, health, safety and compliance and performance KPI’s are met. You will be responsible for the operational delivery of management services to our Shared Ownership customers and for overseeing the delivery of the housing management contract for PPHA customers by the current managing agents, primarily Pinnacle and Block Buddy. In doing so, you will ensure value for money and high-quality services are being delivered to customers. You will develop relationships with local authorities, managing agents, block managers and our investor partners to implement relationship and stakeholder continuity, using your strong commercial acumen to creatively improve our communication channels, processes and overall strength of relationships. Finally, you will ensure that the PPHA Board are well-informed regarding internal PPHA and HSPG performance, regulatory and governance requirements and customer engagement and relations. Obsess: These points get you out of bed in the morning and keep you up at night! If you’re not obsessed with these, the role isn’t for you. Loves complex problems and enjoys solving them. Great process is your superpower – deliver the right result with the minimum amount of process. Governance - rigorous attention to meeting regulatory requirements and internal reporting. Advocacy – strongly represent the needs of PPHA customers Excel: You are excellent at these areas: an expert. Building relationships at a human level, irrespective of someone’s role/seniority. Commercial acumen backed up by solid financial information gathering. Big-picture thinking: scan the horizon, understand the trends, ‘look around the corner’ for what’s coming next within the regulated industry. Specific experience: Member of Chartered Institute of Housing (if not, why not?). 5 years’ experience in affordable housing, preferably working at a senior level within a Housing Association. Outcomes & Metrics: the desired result and how we measure it Outcomes: the desired result Metrics: How we measure it 0-3 Meet and understand your external stakeholders. Meet all our Providers, Service delivery partners and Local Authority contacts, and be able to identify what they need, how they work and how to maximise each relationship. Build internal relationships. Evidence that you have built genuine relationships across the business. Be able to show that you are working together towards a common goal and any departmental goals are aligned with the Platform’s mission. Build contact plans for all your stakeholders. Meet all key people at Pinnacle and agree ongoing review of performance with them. Develop a robust and effective relationship with Pinnacle, Block Managers and our Investor Partners. Meet with all the key people at HSPG and report back on how you see each Platform collaborating together, and how your role fits in with the wider business mission. Build relationships with investor partners Meet with all investors to understand their role. Review agreements in place with investors to understand the delivery requirements. Review and understand the reporting requirements for investors. Review policies and strategies Review and understand PPHA policies, the policies and procedures of partners (Pinnacle and Block Buddy initially) and understand the PPHA one-page business plan and your role in ensuring that this is delivered. Operational review to understand service delivery, void performance and our compliance with regulatory standards. Deliver performance reporting requirements for PPHA Board, HSPG SLT and investor partners. Provide progress reports for the SLT forum, highlighting areas of success and required improvement. Lead investor KPI reporting and performance review meetings. Visit a selection of our current housing stock. Agree on where to visit and report back to the Group Exec Director on findings, observations and recommendations. Create and build relationships with the PPHA Board. Meet with the PPHA Board members and establish mutual understanding and respect. Get to know your team, their responsibilities and how they work together to deliver the outcomes in the OPBP. Support property managers in their role, identifying any training, coaching or development needs. 3-6 Regularly complete industry horizon scanning, updating the wider business on trends and developments in the sector in a meaningful way that can be used to impact real change. The measure of this is that people do not simply scan your updates (/delete them!), they should look forward to them, and find them practical. Monitor PPHA's ongoing compliance with regulatory requirements, including safety requirements, allocations and tenant rights. Provide the PPHA Board and SLT with regular updates on regulatory changes, compliance with regulatory standards and improvement actions. Take an active involvement in the acquisition process and PPHA strategic delivery. Actively provide input to the PPHA pipeline being delivered by the acquisitions team and ensure we are prepared to deliver an excellent, seamless and personal service to customers. Be the go-to person to support the acquisition team when they are preparing to handover new properties into management. Ensure a robust handover process is in place with our delivery partners to get properties advertised 6 weeks prior to handover to minimise void periods. Provide live feedback to the acquisitions team regarding specification, compliance and lettings success. Working closely with the acquisitions team to develop LA partnerships in areas we want to grow. Oversee KPI performance, compliance reporting, and auditing and strengthen performance monitoring. Improve KPI reporting and suggest effective ways to bring new recommendations to the SLT and investor partners. Oversee the performance of our delivery partners (Pinnacle, Pinnacle Connect, Block Buddy and 3rd party block managers). Identify short term improvement plans and implement quick wins Implement 12-month roadmaps for longer-term improvements, aligning specific goals with the one-page business plan (OPBP). Closely monitor performance against the improvement plans Be the go-to person for our service delivery partners Support the delivery of the OPBP Identify resources and skills required to meet growth targets, recruiting resources as agreed. Identify the training and development needs of the team and arrange them as agreed. Understand the key goals of the business plan and how the asset management team contribute to the overall objectives. Ensure the team's personal goals are aligned with the business plan objectives. Deliver service improvements to improve the customer experience. Ensure compliant services are delivered that meet the regulatory and governance requirements. Use data and reporting to regularly assess performance against targets. Ensure best in class operational oversight and service delivery. Monitor housing services, including tenancy management, ASB and allocations. Ensure an efficient and cost-effective repair service. Actively monitor void turnaround times and costs to make improvements. Oversee budgets to ensure cost-effective service delivery. Assess and approve expenditures and identify cost-saving opportunities. Develop yourself Identify and complete relevant learning and development opportunities. Complete housing policy training, sharing learning with the wider team and implementing improvements based on insights gained. 6-12 Ensure the customer engagement strategy is being executed brilliantly. Implement an updated, refreshed customer engagement strategy, taking into account investor requirements. Provide progress reports to the PPHA Board and SLT. Conduct forums, surveys, scheme visits, and joint meetings with delivery partners and developers to gain customer feedback. Highlight areas of improvement and implement improvement plans. Accountability and responsibility: you will have established clear areas of accountability and responsibility within the team. Evidence that you have built genuine relationships with the team and you are all working together to a common goal. Documented organisation and accountability chart with the intention that everyone is clear about what their role is. Develop a road map with clear timescales and responsibilities, aligning with the one-page business plan objectives Ensure you take full ownership of adequately monitoring and mitigating risk across the business, protecting and fututre-proofing everything that we do. Ensure property managers are completing regular block inspections to monitor safety and audit the level of service provided by block managers. Closely monitor safety compliance performance. Identify and record tenant vulnerabilities and make this information available to property managers and service delivery partners. Financial risk monitoring with the tracking of arrears performance, service charge budgets and service delivery cost. Contribute to the risk register and risk management plans for PPHA. With a distinct governance focus, regularly monitor changes to regulatory requirements, identify any areas for improvement and implement action plans. Ensure policies and team training are updated in line with changes to regulatory requirements. Monitor ongoing compliance with regulatory requirements, including legal safety requirements, repairs, allocations and tenant rights. Lead on ensuring that complaints are managed in line with the Housing Ombudsman Code of Conduct and completing the annual self-assessment to assess this. Where any shortfalls are identified, ensure that additional process or training is implemented to improve this.