Policy and Engagement Programme Lead in London

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Sanctuary is recruiting for four roles that will help lead our understanding of new regulation and response across Affordable Housing and help lead our customer engagement. These roles are all about maximising impact with our stakeholders – from our residents, front-line teams to our most senior leaders. Supporting both our Affordable Housing and Supported Living areas, these roles will play an important part in delivering high-quality customer service to residents and supporting the achievements of our Group objectives.

Based within the Customer Experience and Compliance department, which brings together customer insight and analysis, complaint management and learning, the successful candidates will have proven experience of building strong working relationships and operating effectively in a strategic environment. They will be confident project leaders with the skills and experience to support the successful implementation of development of strategies.

The role will include:

• Lead the implementation of customer engagement projects and programmes working in conjunction with operational leads to drive and monitor improvements arising out of scrutiny service reviews and other projects.
• Lead the implementation of projects and programmes to assess the implications of emerging regulation and legislation, to underpin Sanctuary's forward planning.
• Develop and maintain effective relationships with key stakeholders, internally and externally.
• Plan and manage programme timescales ensuring objectives are met in a timely manner and achieve agreed outcomes for all stakeholders.
• Lead the analysis and interpretation of complex data and information, such as emerging regulation and legislation.
• Lead the development and implementation of necessary training, production of briefings and materials for stakeholders so that relevant policies and processes are adhered to.
• Champion insight to ensure strategic policy direction is embedded into operational delivery and continual improvement.
• Maintain effective financial systems by operating within appropriate financial policies and procedures to safeguard the organisations financial interests.
• Provide key stakeholders with assurance of service quality and regulatory compliance through independent, constructive challenge in fulfilling Sanctuary's mission.

Skills and experiences:

• Degree, management qualification or relevant professional qualification.
• Statistical analysis qualification or similar.
• PRINCE2 Practitioner Level or similar.
• Recent experience of undertaking a similar, expert role.
• Significant experience in programme/project management and delivery.
• Proven experience of influencing stakeholders at all levels, including Customers/Directors/Executive and Board members.
• Proven knowledge of relevant housing regulations, processes, legislation and good practice.
• Proven experience of developing and maintaining evidenced based performance management frameworks.
• Experience of designing, testing and evaluating new methods of working in a systematic way.
• Experience of developing clear and effective operational guidance.
• Experience of designing and implementing performance/policy development processes using formal social research techniques.
• Experience in the application of formal quality assurance models e.g. DMAIC/Six-sigma.
• Proven experience of managing customer relationships.
• Excellent understanding of written and spoken English.
• Excellent communication skills.
• Excellent interpersonal and customer care skills.
• Excellent organisational and planning skills.
• Good influencing and negotiation skills.
• Intermediate Microsoft 365.
• Ability to extract and interrogate data from computer systems and statistical data sources.

This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving licence.

Why work for us? We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits: As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays.
• A pension scheme with employer contributions from Sanctuary.
• Life Assurance.
• Employee Advice Service including counselling.
• Cycle to Work scheme.
• Voluntary health plans.
• Employee discounts.
• Wellbeing support and tools.
• Employee recognition scheme.
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues.

Role salary is £51,379 (rising to £54,083 after 12 months, subject to satisfactory performance).

Closing Date: 10 August 2026. If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you.