Lettings Manager in London

Role: Lettings Manager

Status: Full time, permanent.

Salary: £45-50k

Working arrangement: We typically work 4 days in the office, 1 day from home.

Hours: 37.5 hours per week.

THE BENEFITS:

• 25 holiday days per year
• 4 'Me Days' per year (take a Me Day – focus on you)
• Team social events and trips
• Wellness allowance of £35 per month to be used for gym, classes, physio or other wellness costs
• Private healthcare with Vitality
• Mintago financial platform
• Drive Electric salary sacrifice
• Enhanced maternity, paternity and parental leave
• Employee referral scheme: £2,000 towards a getaway of your choice

Core Mission:

Your mission is to ensure that our customers who are renting through affordable rent, or social rent, can do so in a stable, efficient, financially viable way. You will lead the letting of our affordable and social rented homes across PPHA, and the experience of our new customers. You will own the oversight and delivery of the lettings service, provided by our partner, Pinnacle. You will ensure that every property is let as quickly and efficiently as possible following handover and in line with our Local Authority partner nominations policies.

You will utilise your knowledge of allocations, lettings, nomination agreements, choice-based lettings schemes, and void management. You will hold our partners to account, ensuring void properties are turned around quickly, are in a good state of repair, are safe and compliant, and that value for money and high standards go hand in hand.

You will develop strong partnerships with Pinnacle and the Local Authorities we work in, lead engagement with new Local Authorities to establish nomination agreements in line with S106 requirements, and you will create practical ways of monitoring performance, and improving relet times.

You will work alongside property managers, local authorities, housing providers, and investors, building strong relationships that enable PPHA to grow while staying true to our mission: building partnerships, creating homes and developing communities. You will make it your mission to provide the best lettings service and customer experience.

Obsess: These points get you out of bed in the morning and keep you up at night. If you're not obsessed with these, the role isn't for you.

• The customer: their wants, needs, their safety and security.
• Performance: deliver through yourself, your teams and our partners excellent performance, reducing void periods and letting homes quickly to customers in need.
• Partnerships that deliver: Developing strong and trusted partnerships with LA's, Pinnacle, developers and investor exit partners, ensuring each party is delivering as expected and if not, you want to know 'why not?'.
• Excel: You are excellent at these areas: an expert.
• Emotional intelligence: Understand that customers, local authorities, investors, developers and contractors all require a different approach, and be adaptable.
• Meticulous: phenomenal attention to detail when interpreting nomination agreements, tenancy agreements, rents, service charges and communicating with all stakeholders.
• Resilient: dig deep, pick yourself up and keep running hot. You are managing some challenging stakeholders, so a strong balance of patience and persistence is required.
• Reliable: when you say "I've got it", you mean it, you understand the importance of letting properties quickly to ensure they are income-generating and are meeting the needs of our customers.

Specific experience: 3+ years' experience being responsible for the lettings process in affordable housing. Preferred understanding of the rent standard and rent and service charge setting requirements.

Outcomes & Metrics: the desired result and how we measure it.

• 0-3: Understand property portfolios, lettings systems and processes for PPHA. Show a strong understanding of our homes, developers, delivery pipeline, S106 agreements, nomination agreements and choice based lettings schemes. Ensure the prompt letting of PPHA's new and existing homes via our key partner, Pinnacle. Identify blockages and resolve them ensuring our new and existing affordable rented homes are advertised and let. Meet key internal and external stakeholders. Understand their requirements and develop positive working relationship. Develop a robust relationship with Pinnacle, local authorities and the delivery team. Be a trusted partner and go-to person. Develop performance reporting templates which meet the requirements of the SLT, Board and Investors. Provide reports which provide the appropriate scrutiny and assurance for our lettings performance.
• 3-6: Deliver performance reporting for key stakeholders. Competently produces monthly/quarterly KPI reports for SLT and investors and attend performance meetings to discuss. Work closely with Pinnacle to review processes and ensure letting targets are consistently achieved. Properties are let within a minimum of 14 days. Review services provided by Pinnacle to ensure performance, value for money and quality. Feedback from customers on lettings services, producing improvement plans or seeking alternatives if necessary. Implement a robust lettings monitoring system. Properties are let quickly and efficiently, keeping void periods and relet days to a minimum.
• 6-12: Identify lettings service and process improvement or cost-saving ideas. Efficient and value-for-money services in place. Support the business plan to meet our growth and letting objectives. Lettings times are on track and nomination agreements are in place for new local authorities. Systems and processes: The CRM system for monitoring lettings is being well executed.