Resident Engagement Lead – AR in London

Job Description

Grade

Directorate

Housing and Regeneration

Division

Housing

Service Area

Insight & Housing Strategy

Reports to

Housing Assurance Manager

Location

• Hybrid working
• Role Purpose

The Resident Engagement Lead will lead the development, delivery and evaluation of meaningful opportunities for residents to engage with the council as their landlord.

The postholder will ensure residents have a strong voice in shaping housing services through effective consultation, involvement, feedback mechanisms and partnership working.

The role will lead the delivery of the Resident Engagement Strategy, working collaboratively with residents, housing teams and key stakeholders to ensure resident views influence decision-making and service improvement.

The role will ensure compliance with relevant housing legislation, regulatory requirements and best practice guidance, including expectations from the Regulator of Social Housing, Housing Ombudsman Service and TPAS.

The successful candidate will champion a positive culture of resident engagement across Housing, ensuring services are resident-focused, inclusive, accountable and continuously improving.

Role Context

The Resident Engagement Lead sits within the Housing Assurance Team within the Insight & Housing Strategy Service.

The team provides strategic oversight across

• Housing regulatory compliance
• Resident engagement
• Housing strategy and partnerships
• Housing communications
• Service improvement
• Housing policies and governance

The role works closely with internal housing services, council departments, residents, statutory partners and voluntary/community sector organisations.

Key Responsibilities

• Resident Engagement Strategy and Delivery
• Lead the development, implementation and review of the Resident Engagement Strategy in partnership with residents and key stakeholders.
• Develop innovative and inclusive approaches to resident involvement, ensuring residents have opportunities to influence housing services and decisions.
• Plan, coordinate, deliver and evaluate resident engagement activities, ensuring they achieve meaningful outcomes.
• Identify barriers to participation and develop approaches to increase involvement from underrepresented and harder-to-reach groups.
• Ensure resident engagement opportunities reflect the diverse needs and demographics of council tenants and leaseholders.
• Resident Voice and Service Improvement
• Act as the lead contact for resident engagement across Housing services.
• Promote and embed a strong resident-first culture across the organisation.
• Support housing teams to use resident feedback to improve services.
• Ensure residents understand how they can get involved and are supported to participate effectively.
• Capture, analyse and communicate the impact of resident involvement and demonstrate how resident feedback has influenced decisions.
• Regulatory Compliance and Governance
• Ensure resident engagement activity aligns with housing legislation, regulatory requirements and recognised good practice.
• Support compliance with the Regulator of Social Housing’s Transparency, Influence and Accountability Consumer Standard.
• Maintain awareness of guidance from the Regulator of Social Housing, Housing Ombudsman Service and TPAS.
• Provide advice and support to Housing teams on effective resident engagement approaches.
• Represent Housing at relevant meetings, governance forums and partnership groups.
• Communication and Partnership Working
• Build effective relationships with residents, housing teams, council services, statutory partners and voluntary/community organisations.
• Communicate clearly and effectively with different audiences through a range of formats.
• Support open and transparent communication between residents and the council as landlord.
• Data, Reporting and Performance
• Maintain accurate records of resident engagement activity, participation and outcomes.
• Lead on reporting and analysis of engagement data.
• Produce reports demonstrating the impact and effectiveness of resident involvement.
• Use insight and feedback trends to support service improvement.
• Learning, Development and Innovation
• Identify opportunities to improve resident engagement practice across Housing.
• Design, commission and evaluate training and learning activities to strengthen engagement skills across teams.
• Explore innovative engagement approaches, including the use of digital tools and technology.
• Promote continuous learning and improvement.
• Budget and People Management
• Manage the resident engagement budget effectively.
• Line manage volunteers, interns, graduates and apprentices where required.
• Support a positive and collaborative working environment.
• Knowledge, Skills and Experience

Essential

• Experience delivering customer, resident, tenant or community engagement activities.
• Excellent communication and interpersonal skills, with the ability to engage effectively with a diverse range of residents and stakeholders.
• Strong understanding of resident needs and the importance of inclusive service delivery.
• Ability to manage multiple priorities, projects and deadlines.
• Experience collecting, analysing and reporting information and feedback.
• Strong organisational skills with attention to detail.
• Ability to build positive relationships and influence others.
• Good IT skills, including Microsoft Office and database systems.
• High levels of professionalism, confidentiality and integrity.

Desirable

• Experience working within social housing, local government or a housing association environment.
• Knowledge of housing regulation and landlord responsibilities.
• Understanding of Housing Ombudsman requirements.
• Understanding of the Regulator of Social Housing standards.
• Knowledge of TPAS good practice.
• Experience developing resident engagement strategies.
• Experience managing budgets or volunteers.

Qualifications

Essential

• Degree-level qualification or equivalent relevant experience.

Desirable

• Housing qualification (such as CIH Level 4 or above), or willingness to work towards one.
• Leadership or management qualification (such as ILM Level 3+).
• Key Behaviours

We are looking for someone who demonstrates

• Be Courageous
• Confidently challenges and improves services.
• Ensures resident voices are heard.
• Do It Together
• Builds strong partnerships with residents and colleagues.
• Works collaboratively across services.
• Make It Happen
• Takes ownership, delivers outcomes and drives improvement.
• Additional Requirements
• Hybrid working arrangement including attendance at council offices and resident events.
• Ability to attend meetings and engagement activities outside normal working hours when required.
• Commitment to continuous professional development.
• Ability to communicate confidently and clearly in English with residents and stakeholders.
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