At a Glance
- Tasks: Lead home ownership services for 19,000 leaseholders and ensure customer satisfaction.
- Company: Notting Hill Genesis, a leading not-for-profit housing association in London.
- Benefits: Flexible working, generous leave, health cash plan, and staff discounts.
- Other info: Join a diverse team committed to equality and continuous improvement.
- Why this job: Make a real impact on affordable housing and improve lives in your community.
- Qualifications: Experience in home ownership management and strong leadership skills required.
The predicted salary is between 75000 - 90000 € per year.
As the Director of Home Ownership, you will lead the strategic and operational delivery of services to approximately 19,000 leaseholders, shared owners, and commercial lessees across NHG's portfolio. Reporting to the Chief Customer Officer, you will ensure services are customer-focused, data-informed, compliant, and deliver high levels of satisfaction and value for money.
You will lead the development of responsive services that meet the evolving needs of homeowners, ensuring strong communication, effective issue resolution, and collaboration across the organisation to improve customer journeys and neighbourhood outcomes.
As a senior leader, you will provide expert advice to the Executive Board on leasehold management, shared ownership, service charges, and relevant regulation, while driving continuous improvement, commercial performance, and resident engagement.
How you'll do it
- Lead the strategic direction and operational delivery of NHG's home ownership services
- Ensure robust compliance with leasehold legislation, Section 20 consultation requirements, and regulatory standards
- Use customer insight and data to design and improve services, ensuring excellent customer experience and communication
- Work collaboratively with repairs, finance, neighbourhood, and customer transaction teams to improve customer journeys and service delivery
- Oversee the management of communal repairs and ensure value for money for residents
- Lead on service charge and rent-setting processes for leaseholders and homeowners
- Manage the commercial portfolio of leases and retail units to maximise rental income and service responsiveness
- Develop and oversee communication and engagement strategies that strengthen resident involvement
- Represent NHG externally and build effective relationships with stakeholders, partners, and residents
- Champion a culture of continuous improvement, accountability, and resident focus across the directorate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Essential
- Proven track record of successfully leading a large home ownership function at strategic level
- Degree-level qualification in Housing Management, Property Management, Business, or a related discipline
- Membership of a relevant professional body such as CIH or The Property Institute
- Strong understanding of leasehold management, service charges, shared ownership, and low-cost home ownership products
- Excellent knowledge of relevant legislation and regulatory requirements
- Strong financial, analytical, and commercial skills
- Experience of leading service transformation and embedding customer-focused culture change
- Excellent stakeholder management and communication skills
Desirable
- Experience delivering leasehold or housing services in London
- Experience of operating model redesign and organisational transformation
- Evidence of driving rapid cultural change within a complex organisation
Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit:
Selection Process
- If you are interested, please send your application now! Closing date is Sunday 24 May 2026.
- Successful candidates will be asked to do an assessment
- Successful candidates will be invited to interview
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team.
If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
Director of Home Ownership in London employer: Notting Hill Genesis
Notting Hill Genesis is an exceptional employer, dedicated to fostering a supportive and inclusive work environment for its employees. With a strong focus on employee growth, the company offers extensive learning opportunities, flexible working arrangements, and a generous benefits package, including enhanced parental leave and health cash plans. Located in London, NHG not only provides meaningful work in the affordable housing sector but also champions diversity and community engagement, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Home Ownership in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector, especially those who know about leasehold management and home ownership. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching NHG's values and recent projects. Show us you’re not just another candidate; demonstrate how your experience aligns with our mission to provide excellent service to homeowners.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in strategic leadership and customer-focused service can enhance our home ownership services. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at NHG.
We think you need these skills to ace Director of Home Ownership in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director of Home Ownership role. Highlight your experience in leasehold management and customer-focused service delivery, as these are key aspects of the job.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've led successful home ownership functions or transformed services. Use data and outcomes to back up your claims – we love numbers!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We want to see your personality shine through, so let your passion for improving customer journeys come across!
Apply Through Our Website:Remember to submit your application via our website. It’s the easiest way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Notting Hill Genesis
✨Know Your Stuff
Make sure you brush up on leasehold management, service charges, and shared ownership products. Familiarise yourself with the relevant legislation and regulatory requirements, as these will likely come up during your interview. Being able to speak confidently about these topics will show that you're the right fit for the role.
✨Showcase Your Leadership Skills
As a Director, you'll need to demonstrate your experience in leading large teams and driving service transformation. Prepare examples of how you've successfully managed change and improved customer-focused cultures in previous roles. This will help the interviewers see your potential impact on their organisation.
✨Engage with Stakeholders
Highlight your experience in stakeholder management and communication. Be ready to discuss how you've built effective relationships with various stakeholders in the past. This is crucial for the role, so think of specific instances where your communication skills made a difference.
✨Prepare Questions
Interviews are a two-way street, so prepare thoughtful questions about the organisation's goals, challenges, and culture. This not only shows your interest but also helps you assess if this is the right place for you. Ask about their approach to resident engagement and continuous improvement, as these are key aspects of the role.
