Senior Resident Involvement Officer

East End Homes is a community-led and locally based housing association in the London Borough of Tower Hamlets. Our mission is to provide services that meet the needs and aspirations of local residents. We own and manage over 3,900 homes across five estates - Glamis, Holland, Island Gardens, Mile End, and St George's. We operate from offices in the heart of each of our communities and run four community centres. As a not-for-profit housing association, we reinvest our profits back into improving homes and services for residents.

Job Purpose

To lead resident engagement activities and support estate improvement initiatives at East End Homes, ensuring the successful delivery and continuous development of the Resident Influence Strategy. This is a pivotal role, responsible for managing the Resident Influence and Involvement function, ensuring that East End Homes delivers against the objectives and commitments set in the Resident Influence Strategy and Corporate Plan. The role will empower residents to shape and influence services through effective forums, panels, estate meetings and resident-led initiatives, while strengthening governance, transparency, and accountability across resident involvement activities.

The postholder will embody East End Homes’ organisational values:

• We Are Caring – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.
• We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness.
• We Are Improving – by using data, feedback, and learning to strengthen services.
• We Are Listening – by being responsive to residents’ concerns and tailoring support to individual needs.

Key Responsibilities

Main Duties

• Lead the delivery, promotion, and ongoing development of the Resident Influence Strategy and associated resident engagement activities, including forums, resident panels and estate meetings.
• Support and facilitate resident participation to ensure residents are actively involved in shaping services and decision‑making processes.
• Promote meaningful resident influence in line with the Regulator for Social Housing’s Transparency, Influence and Accountability Standard.
• Ensure resident engagement activities are well planned, inclusive, accessible and effectively communicated.
• Manage and develop relationships with residents, employees, external stakeholders, volunteers and other community partners.
• Support consultations on regeneration and development projects, working with residents, leaseholders, stakeholders and community partners.

Governance & Resident Committees

• Support the establishment, development, and effective operation of resident-led groups, committees and Estate Management Boards.
• Review and update governance arrangements and documentation, including constitutions, codes of conduct, terms of reference and related policies.
• Organise and support Annual General Meetings (AGMs) and other formal governance meetings.
• Prepare board papers, agendas, reports, and presentations as required.
• Support resident chairs and committee members during meetings and ensure accurate recording of minutes, actions and follow-up activities.
• Oversee a portfolio of resident-led estate improvement projects from initiation through to completion.
• Provide project oversight and stewardship to ensure projects are delivered on time, within budget and achieve value for money (VFM).
• Monitor project progress, risks and outcomes, ensuring residents remain informed and engaged throughout delivery.

Partnership Working & Stakeholder Engagement

• Act as a key link between residents and internal service teams, ensuring clear, timely, and accurate communication.
• Work collaboratively with Housing, Customer Services, Complaints, Communications, and Asset Management teams to support resident engagement initiatives and estate improvement activities.
• Build and maintain effective working relationships with residents, colleagues, contractors, volunteers, community partners and external stakeholders.
• Set and monitor Estate Improvement Budgets.
• Support the management and monitoring of Estate Improvement Budgets.
• Ensure budgets are administered transparently, fairly and in line with organisational financial procedures.
• Monitor expenditure and provide updates on project and engagement budgets as required.

Equality & Diversity

• Deliver services in accordance with equality, diversity, and inclusion principles.
• Ensure resident engagement activities are accessible and responsive to the diverse needs of residents and communities.
• Promote inclusive participation and remove barriers to resident involvement wherever possible.

Person Specification

All criteria below are essential unless marked as desirable.

Experience

• Proven experience in a resident involvement, resident engagement, or community participation role within social housing or a similar environment.
• Demonstrable experience of successfully delivering resident engagement strategies and initiatives that improve resident outcomes and satisfaction.
• Experience of supporting and maintaining resident-led committees, panels, or governance structures.
• Strong understanding of the Regulator for Social Housing Consumer Standards, particularly the Transparency, Influence and Accountability Standard.
• Experience of managing budgets and ensuring transparency and value for money.
• Experience of coordinating or managing resident-led or community-based projects.

Knowledge & Skills

• Strong understanding of resident engagement principles and best practice within social housing.
• Knowledge of statutory and regulatory requirements relating to Consumer Standards and Tenant Satisfaction Measures (TSMs).
• Excellent written and verbal communication skills, with the ability to engage effectively with a wide range of audiences.
• Strong organisational and project management skills with the ability to manage multiple priorities effectively.
• Ability to work collaboratively across teams and build strong stakeholder relationships.
• A proactive, pragmatic, and delivery-focused approach with a strong commitment to accountability and continuous improvement.
• Strong facilitation and influencing skills with the ability to support and empower residents.

Education and Qualifications

• Educated to degree level or able to demonstrate equivalent relevant experience in resident involvement, housing, community engagement, or a related field.
• Professional qualification in Housing, Community Development, Project Management, or a related discipline.

Equality, Diversity and Inclusion is fundamental to our core beliefs and values, and we have a due regard for the need to eliminate unlawful discrimination, promote equality of opportunity, and provide for good relations between people of diverse groups, in particular the characteristics protected by the Equality Act (2010). We are committed to achieving greater diversity at East End Homes and welcome applications from candidates of all backgrounds, identities, and characteristics.