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- Tasks: Join the Customer Experience Committee to enhance housing services and community impact.
- Company: Manningham Housing Association, committed to diversity and community development.
- Benefits: Annual remuneration of £2,326 and flexible online meetings.
- Other info: Inclusive recruitment process with support for all applicants.
- Why this job: Make a real difference in housing while gaining strategic experience.
- Qualifications: Knowledge of housing issues and strong communication skills preferred.
We are looking for one new co-optee to help us continue to maintain our G1-V1 status and continue to move us forward towards our vision. A knowledge of issues affecting the housing sector is preferred.
Position: Co-optee on the Customer Experience Committee
Start: March 2026
Location: Meetings are normally held online using Microsoft Teams; however, we always hold one meeting in person per year
Remuneration: £2,326.00 per annum
Meeting commitments: 4 evening meetings per annum, held around February, May, July and October; however, additional meetings could be added from time to time.
Our Board are keen to ensure that MHA isn't just a provider of homes but is a place-shaper landlord in the neighbourhoods where we operate. We want to invest in neighbourhoods and people so that MHA can make a real difference towards addressing the housing needs and deprivation which exist for BME communities.
We are particularly interested in candidates with strategic experience in one or more of the following areas:
- Housing Management
- Asset/Property Management
- Customer Service
- Health & Safety compliance
- IT and Digital (Customer-centric focused)
- Interest in neighbourhood and community housing issues
- Green thinking / Carbon Neutral / Sustainability
Duties of the Customer Experience Committee Members:
- To effectively scrutinise and challenge service delivery
- To provide the Board with assurance that MHA is fulfilling its regulatory compliance with the Consumer Standards
- To provide Board assurance that MHA is meeting all its health and safety requirements
- To review compliance against the Housing Ombudsman Complaint Handling Code
- Monitor that EDI is considered in all decisions made with respect to customers
- To seek assurance on behalf of the Board that the right policies are in place
- Receive and review reports on KPIs, including complaints and customer feedback, relating to all operational services.
- Review and approve all operational policies, including health & safety policies delegated to the committee by the board.
- Review and recommend the Health & Safety Policy and Manual to the Board for final approval
- Monitor the ongoing quality of overall services provided to customers through the review of performance, customer feedback methods and customer service standards.
- Scrutinise reporting and provide assurance to the Board on customer health & safety compliance, including property-related and other external Health & Safety compliance, identify any areas of non-compliance, monitor improvements and report to the Board any concerns or issues.
- Receive regular Complaints and Compliments report which provides details of MHA complaint handling performance, and recommend any policy changes to improve service delivery
- Review any Housing Ombudsman determinations and approve any appeal to determinations if necessary. Escalate any serious maladministration concerns to the Board
- Monitor compliance against the Housing Ombudsman Complaints Handling Code Self-Assessment and ensure actions arising from the self-assessment are completed
- Monitor satisfaction data and customer insight to help drive service improvements.
- Gain assurance that MHA is complying with the Regulator of Social Housing Consumer Standards and refer any potential associated non-compliance to the Board.
- Review our performance against the Tenant Satisfaction Measures before being submitted to the RoSH, ensuring the information being submitted is accurate, reliable, valid, and transparent.
- Review the Annual Report to Tenants prior to its publication
- Ensure resident engagement processes are used effectively, and the customer's voice is being listened to, to inform future service delivery
- Suggest any Internal Control audits on operational services as part of the Internal Audit programme
- Monitor Action Plan progress against Strategies under the Committee's remit
Person Specification:
- Core competencies:
- Strong communication and interpersonal skills
- Strong team player, able to work consensually
- Strategic thinking, able to analyse information and contribute to rational decision-making
- Support the mission, vision, and values of the organisation
- Effective questioning and debating skills to make informed judgements on both written and verbal information
- Able to challenge appropriately
- Actively acts as a role model, displaying professional conduct as expected of a Co-optee
- Proactively demonstrates a strong commitment to equality, diversity, and inclusion
- Listens to others and provides clear-sighted decision-making when it is required
- Demonstrates credibility and integrity
- Has the time and commitment to effectively discharge the responsibilities of a Committee Member
The successful candidate's induction will comprise:
- Welcome & Presentation by the CEO and the Director of Operations
- A Co-optee Handbook
Interviews will be conducted on an ongoing basis, and as such, we advise you to make your application as soon as you are able to increase the chance of being considered for an interview. Every application will receive a response. Applications will remain open until the vacancy is filled.
Please note: Manningham Housing Association (MHA) does not provide working visas. Candidates must have the right to work in the UK and provide the necessary documentation.
Please note that no driving licence or vehicle is necessary for this role.
If you face any issues while applying or need some support, please contact us. We understand that the application process can present unique challenges to individuals with disabilities and are neurodivergent. At MHA, we are committed to making our recruitment process as accessible and inclusive as possible. If you require any assistance in completing your application or if you need to discuss alternative methods of contact, please do not hesitate to reach out to us. Our team is ready to provide the support you need to ensure that your application reflects your qualifications and potential.
If you experience any technical difficulties when uploading your application, please email us.
Manningham Housing Association is committed to diversity and is an equal opportunities employer. We encourage applications from all sections of the community. We are proud to be a Disability Confident Committed Employer. We welcome applications from disabled applicants and will make adjustments to the recruitment process, as well as guaranteeing an interview to any disabled applicants who meet the essential criteria for a vacancy.
Please note: Manningham Housing Association (MHA) does not provide working visas. Candidates must have the right to work in the UK and provide the necessary documentation.
Prior to applying please read our more detailed GDPR Privacy Notice for Job Applicants. This Privacy Notice tells you how we process the information you provide to us.
Co-optee on the Customer Experience Committee in London employer: Manningham Housing Association Ltd
Contact Detail:
Manningham Housing Association Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Co-optee on the Customer Experience Committee in London
✨Tip Number 1
Get to know the organisation inside out! Research Manningham Housing Association and its mission. Understanding their values and goals will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current or former committee members on LinkedIn or at industry events. Building relationships can give you insider insights and might even lead to a recommendation when you apply through our website.
✨Tip Number 3
Prepare for those tricky questions! Think about how your experience aligns with the role's requirements, especially around customer service and housing issues. Practising your responses will help you feel more confident and articulate during interviews.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Co-optee on the Customer Experience Committee in London
Some tips for your application 🫡
Know Your Stuff: Before you start writing, make sure you understand the housing sector and the specific issues it faces. This will help you tailor your application to show that you're the right fit for the Co-optee role.
Be Clear and Concise: When filling out your application, keep your language straightforward and to the point. We want to see your skills and experience shine through without any fluff!
Show Your Passion: Let us know why you're interested in this role and how you can contribute to our mission. A bit of enthusiasm goes a long way in making your application stand out!
Apply Through Our Website: Make sure to submit your application via our website. It’s the easiest way for us to keep track of everything and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Manningham Housing Association Ltd
✨Know Your Stuff
Make sure you brush up on the key issues affecting the housing sector. Familiarise yourself with current trends, challenges, and regulations. This will not only show your interest but also demonstrate your strategic thinking skills during the interview.
✨Showcase Your Experience
Prepare to discuss your relevant experience in areas like customer service, health and safety compliance, or asset management. Use specific examples to illustrate how you've contributed to similar committees or projects in the past.
✨Engage with the Committee's Goals
Understand the mission and vision of the Customer Experience Committee. Be ready to discuss how you can help maintain their G1-V1 status and contribute to their goals, especially regarding community engagement and sustainability.
✨Ask Thoughtful Questions
Prepare some insightful questions about the committee's work and future plans. This shows your genuine interest and helps you gauge if the role aligns with your values and aspirations.