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Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.
You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.
Our values
Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.
We are seeking an experienced Resident Services Team Leader to lead a frontline team to deliver high-quality, compliant tenancy management and resident services that meet the relevant Regulatory Standards. You are responsible for driving service improvements, ensuring home safety (including Awaab's Law compliance), and fostering thriving, sustainable communities through proactive resident engagement aligned to Gateway's objective to provide safe homes and communities that people feel proud to live in.
Your accountabilities will include but not be limited to:
- Responsible for ensuring both housing and estate management are delivered at a high level and that bespoke arrangements are in place where necessary, this includes tenancy management, working with vulnerable residents, parking, bicycle and pram storage
- Ensure the Resident Services Specialists are motivated, performing to a high standard consistently and receive appropriate training
- Oversight of Stage 1 complaints to ensure they are handled with the empathy and speed required by the Housing Ombudsman
- Personal accountability for meeting the October 2026 Competence and Conduct Standard (including holding or working towards a Housing qualification)
- Ensure the Resident Services team meets TSMs (Tenant xgikmsk Satisfaction Measures) and internal KPIs, including tenancy audits and estate inspections
- Coordinate and manage utility bills and Council Tax liabilities for void properties, including notifying utility companies of tenancy commencements and terminations
- Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
Experience and Skills
- Thorough understanding of Regulator of Social Housing (RSH) Standards
- Knowledge of Awaab's law or tenancy law
- Experience of lead Please click on the apply button to read the full job description
Resident Services Team Leader in Mile End employer: Gateway Housing Association
Gateway Housing is an exceptional employer, offering a supportive and dynamic work environment in the heart of London's East End. With a strong commitment to employee growth, evidenced by our Investors in People - GOLD accreditation, we provide extensive benefits including generous annual leave, health and wellbeing support, and a robust pension scheme. Join us in making a meaningful impact on the community while enjoying a culture that values passion, accountability, connection, and excellence.
Contact Details:
Gateway Housing Association Recruitment Team
