Head of Neighbourhoods (London) - London in Biggin Hill

Are you ready to lead change, shape communities, and deliver exceptional services for residents? We’re looking for an inspiring and strategic Head of Neighbourhood Services to join PA Housing. This is a senior leadership role where you’ll drive performance, lead high-performing teams, and shape how we deliver neighbourhood and customer engagement services. You’ll play a key role in improving the resident experience, building strong community relationships, and ensuring our services are responsive, efficient, and truly customer-focused. If you’re passionate about leadership, innovation, and making a real difference at scale, this is your opportunity to leave a lasting impact.

This isn’t your typical leadership role; you’ll be influencing strategy, driving cultural change, and continuously improving services based on real resident insight.

What’s in it for you:

• In addition to the salary, we offer a number of benefits, including:
• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays - take them when it suits you
• Car leasing scheme
• Hybrid working - offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role (mandatory office cover).
• We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing:

• Lead the Neighbourhood and Customer Engagement function, taking ownership of service performance and outcomes
• Champion a customer-first approach, ensuring resident needs are understood, anticipated, and met
• Use data, insight, and feedback to drive service improvements and deliver excellent resident satisfaction
• Build and maintain strong relationships with residents, local authorities, community groups, and partner agencies
• Represent PA Housing at external forums, strengthening partnerships and influence
• Lead, inspire, and develop teams, creating a positive, high-performing culture
• Set clear objectives, monitor performance, and drive accountability across your teams
• Oversee budgets and resources, ensuring services deliver value for money
• Contribute to organisational strategy, shaping corporate and resident plans
• Drive innovation by challenging traditional approaches and encouraging creative solutions
• Promote resident involvement and community engagement in decision-making
• Identify risks, resolve issues, and remove barriers to delivering excellent services

What we’re looking for:

• Have significant senior leadership experience in housing, community services, or a similar sector
• Have a strong track record of delivering high-quality, customer-focused services
• Are experienced in leading teams, managing budgets, and driving performance improvement
• Can think strategically while also delivering operational results
• Are confident influencing and building relationships with a wide range of stakeholders
• Use data and insight to inform decisions and improve outcomes
• Are an excellent communicator with strong leadership presence
• Bring a collaborative, inclusive approach and can build a positive team culture
• Are passionate about innovation and continuous improvement
• Have a strong understanding of housing, customer service, and regulatory environments (desirable)
• Degree (or equivalent) in a relevant subject such as housing, management, or social sciences
• Professional membership (e.g. Chartered Institute of Housing or Institute of Customer Service) desirable

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.

Disclosure and Barring Service: This role requires the successful candidate to complete a standard DBS check. A standard DBS check will show any spent and unspent convictions. This role will be required to visit/support PA Housing residents in their own homes on a regular basis. Therefore, we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing. Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action, if any, you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.

AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email. We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.