Residential Facilities Manager

Shift Pattern: Monday to Friday

Role Overview

The Residential Facilities Manager is responsible for the end-to-end management of residential assets within the Covent Garden estate, ensuring exceptional resident experience and full statutory compliance across all properties. The role combines operational delivery, resident engagement, contractor management, and compliance ownership. The FM will act as the single point of accountability for building performance, ensuring safe, compliant, and well‑maintained residential environments.

Key Responsibilities

• Customer Experience & Resident Engagement (Core Focus): Act as the primary contact for residents, ensuring a high‑quality, responsive service; manage and resolve resident queries, complaints, and service requests in a timely and professional manner; deliver clear, proactive communication on planned works, disruptions and safety updates; build strong relationships with residents, managing expectations and driving satisfaction; work closely with agents (e.g. lettings/managing agents) to ensure seamless resident experience; monitor feedback and identify service improvements.
• Statutory Compliance & Risk Management (Core Focus): Maintain full compliance across all statutory obligations, including fire safety, water hygiene, lifting equipment, electrical systems; keep all compliance documentation up‑to‑date, audit‑ready and properly recorded within systems; track and close out remedial actions within agreed timeframes; carry out regular building inspections and risk reviews; escalate risks appropriately and ensure mitigation plans are implemented; remain accountable for compliance outcomes and risk ownership within buildings.
• Contractor & Service Delivery Management: Manage all service partners delivering hard services (engineering, PPMs, statutory inspections) and soft services (cleaning, waste, security where applicable); ensure contractors meet SLAs and KPIs, deliver safe systems of work (RAMS/PTWs) and provide required certification and reporting; monitor performance and drive continuous improvement; conduct regular service reviews and site audits.
• Planned & Reactive Maintenance: Oversee reactive maintenance ensuring prompt response to issues, minimal disruption to residents, manage PPM programmes for residential buildings, ensure building assets are well maintained and lifecycle risks are managed, coordinate works within occupied residential environments with a customer‑first approach.
• Financial Management: Manage building budgets in line with targets; raise and approve purchase orders in line with governance; monitor spend and ensure value for money from contractors; support service charge budgeting and reconciliation where applicable.
• Health & Safety Leadership: Promote a strong safety culture across residential assets; ensure safe working practices are followed by all contractors; manage incident reporting and investigations; ensure compliance with internal H&S policies and procedures.
• Stakeholder Management: Act as the key contact for residents, managing agents, internal teams and client representatives; provide regular updates on compliance status, key risks and planned works; represent the business in a professional and client‑focused manner.

Skills & Experience Required

Essential

• Proven experience in residential or mixed‑use Facilities Management.
• Strong understanding of statutory compliance requirements in residential settings.
• Demonstrated ability to deliver excellent customer experience.
• Experience managing contractors and service delivery.
• Strong organisational and problem‑solving skills.
• Ability to manage multiple buildings/workstreams simultaneously.

Desirable

• Experience within prime or high‑footfall estates (e.g. central London).
• Knowledge of service charge environments.
• IOSH / NEBOSH or equivalent H&S qualification.

Key Competencies

• Customer‑focused mindset.
• Attention to detail (especially compliance).
• Strong communication and stakeholder management.
• Accountability and ownership.
• Ability to operate in a fast‑paced, high‑profile environment.

Equal Opportunities Statement

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.