Residential Manager - Marylebone, London

About the role: The Residential Management department delivers a property management service to a portfolio of rental properties owned by the Howard de Walden Estate, varying in size from studio flats to large period townhouses. The service is in accordance with the RICS Code of Practice, current legislation, and the standard operating procedures of the company. There are four portfolios that comprise the Company’s property assets. The Residential Manager will manage a portfolio of properties in conjunction with the portfolio's Asset Manager, Commercial Portfolio Manager and Facilities Manager, managing the customer/tenant relationships, move ins/outs, coordinating services, repairs and statutory compliance. In some properties, if not mixed use, this role will have management responsibility for the whole building. Additionally, the Residential Manager will devise and oversee small refurbishments with accountability for budgets and gross to net performance.

What you will do:

• Tenant Management
• Manage customers/tenants through the life-cycle of their tenancy following hand-off from the Lettings department: check-in process, conduct meet and greet, day to day management, ownership of documentation relating to vacation (Section 8, where applicable), check-out and dilapidations process.
• Ensure provision of compliance documents to tenant (Gas CP12s, Smoke Detectors, Electrical Testing Certification, EPCs).
• Carry out property inspections, manage any issues and record property conditions on Property Management database.
• Deliver best-in-class service to customers, measurable by externally conducted, annual customer satisfaction surveys.
• Operations Management
• Day to day management of a property portfolio including: reactive maintenance, planned maintenance, health and safety management, refurbishment management, negotiations for disrepair claims, reduction of void periods & arrears management.
• Coordinate the process of works/refurbishment with contractors during voids and constantly seek to improve void turnaround times to protect revenue and complete pre-tenancy checks prior to new tenancy commencement.
• Work with internal and external stakeholders, in line with HdWE’s sustainability objectives, to improve efficiency and work towards removal of gas from all properties by 2040.
• Review and ensure invoices are correctly allocated and authorised accordingly within defined timescales along with inspecting a percentage of works to ensure they have been satisfactorily completed.
• Approve work orders and payables.
• Liaise with colleagues in the Lettings and Renewals departments to ensure renewals are actioned in a timely manner, assist in chasing renewal documentation and ensure diary management is completed to meet legislation.
• Liaise with Lettings and Renewals departments on void properties and deliver refurbished/refreshed void properties to tight timescales.
• Liaise with the Finance department to manage arrears and diary management of renewals and new lets.
• Maintain property management databases, including MRI & D365.
• Work with the Projects department for any PPM works or other works that may impact tenants in the same or neighbouring buildings and liaise and communicate with all tenants before and during the works.
• Any other duties as and when required.
• Financial/KPI Reporting
• Prepare monthly, quarterly and annual financial reports.
• Update & analysis of annual budgets and contribute to five year forecast exercise.
• Work with the Director of Property Management to provide and deliver performance and strategic input to portfolio management, providing property knowledge and general advice when required.

What you will need:

• At least two years experience working in the residential property industry as an Assured Shorthold Tenancy Property Manager or relevant/comparable experience in residential property industry.
• Educated to A Level or equivalent.
• IRPM qualification or ARLA preferred.
• Knowledge and understanding of Renters Rights Act 2026, Selective Licensing, Housing/Rent Acts Legislation including S.20 works.
• Knowledge and previous experience of Residential Property Repair and Construction.
• Health and Safety legislation knowledge and understanding.
• Excellent customer service skills.
• Proficiency in Microsoft Office suite packages and Real Estate software packages.
• Strong management and organisational skills.
• Ability to develop and maintain relationships with other members of the cross-functional team and with members of the organisation outside of the Residential department.
• Excellent listening, written and oral communication skills. Ability to make persuasive arguments; reflect the appropriate sense of urgency; and, determine the appropriate business partners to resolve problems and share information.

What we offer you:

• 25 days holiday per year, plus statutory holidays and 3 discretionary days to cover the Christmas office closure.
• Private medical insurance with Bupa.
• Defined contribution pension scheme with 12.5% employer contributions.
• Discretionary bonus.
• Life assurance at 7x salary.
• Group Income Protection Scheme.
• Interest free season ticket loan.
• Employee Assistance Programme (EAP) and wellbeing app.
• Cycle to work scheme.
• Onsite gym with 7 weekly classes and 2 Wattbikes.
• Regular staff socials and an annual company away day.
• Free fruit and breakfast cereals.
• Hybrid working arrangements: 155 days in the office per year with minimum of 2 days (not fixed) per week in the office.
• Enhanced maternity, paternity and shared parental leave policies (12-month qualifying period).
• Volunteering opportunities aligned with the HdWE Community Investment Programme.