Head of Housing & Communities

Salary: £61,598 - £64,959 per year

Contract Type: Permanent

Position Type: Full Time

Hours: 35 hours per week

Work From Home: Hybrid

Reporting To: Director of Operations

Grade: EVH Grade SM 6-8

Job Purpose: To lead the housing management and community regeneration teams to ensure the provision of high-quality customer-focused services to tenants of the Association and the wider community. To be an effective member of the Senior Management Team, working collaboratively with the Director of Operations, Head of Property and Communities, Head of Assets and Investment, senior managers, the immediate team, and the wider organisational teams to deliver responsive and effective services which meet the needs of customers and build excellence, capacity, knowledge, and understanding in the front-line teams. To develop services that put customers at the heart of the service and to drive a performance management culture.

This post will require the postholder to be in the office or on site a minimum of 3 days per week or 60% of the working week. During the probationary period, the postholder may be required to be in the office 5 days per week.

Key Responsibilities:

• Lead delivery and implementation of outstanding housing management and community regeneration services, creating a culture of ‘customer first’ with a focus on delivery, performance, quality, and value for money.
• Develop services that embed great customer experience and lead the development and delivery of the Customer Engagement Strategy.
• Improve customer satisfaction through service development approaches.
• Review and develop the performance management framework for all areas of responsibility, ensuring data integrity when reporting progress against organisational targets.
• Lead continuous improvement in operational performance areas such as arrears, voids, estate management, anti-social behaviour, and community regeneration, ensuring customer engagement and feedback are central to service delivery.
• Take strategic lead on joint working with other landlords and partners in areas such as allocations and homelessness.
• Support agencies like health providers, police, social services, and third-sector organisations to support vulnerable tenants in Maryhill.
• Maximise funding and grant opportunities to enhance customer experience and community initiatives.
• Ensure compliance with grant funding criteria, including reporting requirements.
• Manage and mitigate operational and strategic risks related to housing, customer services, and community regeneration.
• Set and manage budgets for the housing and community regeneration teams according to schedule.
• Contribute to the organisation’s financial planning, including forecasts of rent arrears, void loss, and bad debts.
• Develop and implement strategies and policies on rent arrears, estate management, anti-social behaviour, and customer engagement.
• Collaborate with the Head of Property and Neighbourhood and the Director of Operations to manage risks associated with difficult-to-let stock.
• Act as lead officer for managing sex offenders through MAPPA.
• Work with the Director of Resources on rent review timetables and lead annual rent and service charge consultations.
• Define key priorities annually for the Housing Management and Community Regeneration teams.

Organisational:

• Implement the Association’s Equality and Diversity Strategy within the teams.
• Contribute to the organisation’s Business Plan and statistical reporting.
• Produce reports for senior management and the Board to support strategic decisions.
• Build and support motivated, skilled teams with clear vision and shared goals.
• Promote best practices and innovative ideas from within and outside the sector.
• Establish strong partnerships with customers, stakeholders, and contractors.
• Break down organisational barriers to improve service delivery.
• Identify and implement cost-saving opportunities.
• Engage customers in shaping services through feedback and tenant groups.
• Support operational managers in team development.

Team Wide Duties:

• Perform other duties as agreed with the Director of Operations.
• Oversee recruitment processes.
• Line manage Housing Managers, Community Regeneration Manager, Trainee Housing Officer, and Income Maximisation Manager.

Corporate Responsibility:

• Lead by example, adopting a coaching approach within the teams.
• Inspire teams to embody organisational values and behaviours.
• Ensure compliance with all relevant regulations and policies.
• Maintain effective internal and external communication in plain language.
• Use ICT effectively to improve services and promote the organisation’s activities online.
• Lead and manage the customer satisfaction survey process and engagement methods.
• Attend Board meetings and organisational events as required.
• Deputise for the Director of Operations as needed.
• Support the organisation’s Business Continuity planning and emergency response.