Housing Compliance Team Manager

Connect2Luton are excited to recruit a Housing Compliance Team Manager on behalf of Luton Borough Council.

Main purpose of position:

• To lead on and manage Housing Operations performance and regulatory compliance including customer complaints, FOIs and SARs and quality management.
• To lead on and manage the compilation of data required as part of the performance scorecard and by the Regulator of Social Housing including ensuring that performance frameworks are delivered.
• To lead on and manage the continuous review of Housing Operation's policies and procedures and service level agreements, ensuring they are up to date and comply with all statutory and good practice requirements.
• To lead on all legal and good practice developments in social housing so that they are identified and communicated to the senior management with recommendations.
• To lead on partnerships with other relevant Council services and external agencies and organisations to ensure that any changes to policies, procedures or service level agreements fit with wider Council objectives.
• To lead in developments in IT for the service including testing.
• To be a focus for innovation in the service.

You will be responsible to:

• To lead on and manage the Housing Compliance team for all service complaints, Freedom of Information and service access requests, making sure that they are responded to and managed within the timescales set by the Housing Ombudsman's Complaints Handling Code and any statutory or regulatory standards.
• To lead and manage all responses ensuring that they meet a high-quality standard and address the outcomes requested by the originator.
• To lead and manage the compilation of reports on the number, type and outcomes of the complaints for various audiences including tenant board, scrutiny panel and senior management.
• To lead and manage the identification of themes arising from complaints that need to be addressed, and to bring regular reports to the Housing Management Team, so that these can be assessed and implemented where required.
• To motivate and manage Housing Compliance officers and ensure that all performance targets are met.
• To lead on and manage the Housing Compliance Team on a continuous review and updating of all policies and procedures across the service to ensure that they are in place and compliant with legislation and good practice.
• To ensure that any new legislation is identified, analysed and the implications of this highlighted to senior management and to provide regular reports on this.
• To lead on and project manage achieving and maintaining any service accreditations including quality management.
• To lead on and manage performance reporting, ensuring that data is accurate, and oversee the collation of this on a regular basis for monthly performance reports and for the requirements of the Housing Ombudsman and the Regulator of Social Housing.
• This should include but not be limited to the TSMs and the Consumer Standards.
• To devise and lead on performance measurement frameworks and review performance against targets regularly.
• To lead on benchmarking data, ensuring that it is collated and submitted within required timescales and to a high standard, negotiating with other services as necessary.
• To lead on and manage analysis and support on the annual STAR survey report to identify key areas for performance improvement across the service.
• Lead on and project manage initiatives to improve the housing service.
• To support the housing management team to manage the strategy and actions plans for service improvement.
• To support the service to identify how it can support the Council's wider aims such as, but not limited to the 2040 vision, the green agenda and carbon neutrality and Luton as a Marmot Town.

Skills and Experience:

• Demonstrable experience of managing performance analysis or policy development and in social housing management or similar.
• Excellent communication skills, both in writing and verbally with a wide range of people in difficult situations and to consult with a range of people including customers, internal colleagues and external agencies and at senior level representing the department, includes ability to maintain positive relationships.
• Able to operate at senior level, creating and maintaining positive relationships and representing the department.
• Able to analyse complex data and to prepare complex reports for a variety of audiences.
• Able to provide complex advice on and offer realistic solutions to complicated and sensitive matters.
• Able to write clear and concise reports and maintain accurate manual and computerised records.
• In depth knowledge of current housing legislation, regulations and practice including legislation relating to the management of anti-social behaviour.
• Able to attend meetings and sites and respond to emergencies throughout the Borough and outside of normal working hours, including weekends. (Frequency: daily)

About Us:

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council. Our heritage and being local government owned means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years. We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates. Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.