Panoramic Associates
Head of Housing Management
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Head of Housing Management
Location: London Salary: £72,250 per annum Type: Permanent
Good housing management is about far more than managing tenancies. For residents, it is the day-to-day experience of dealing with their landlord, feeling safe in their neighbourhood, getting issues resolved and knowing that someone is accountable when things go wrong. This role sits at the heart of that experience.
In partnership with Barking and Dagenham Reside, we are looking for a Head of Housing Management to take strategic and operational responsibility for its tenancy, neighbourhood and enforcement services, leading teams that have a direct impact on residents across the portfolio.
You'll be expected to maintain strong operational performance while also looking at how services can be improved, how residents are involved in shaping them and how the organisation can create a stronger customer-focused culture.
What You'll Actually Be Doing
You'll act as the strategic and operational lead for Housing Management, overseeing the delivery of high-quality, compliant and customer-focused services across the portfolio. Your responsibilities will include:
- Leading tenancy management, neighbourhood management and Anti-Social Behaviour services across the managed tenures
- Setting the strategic direction of services in line with organisational objectives, policies, strategies and performance targets
- Managing and developing teams, creating a positive, customer-focused culture with a strong emphasis on performance and continuous improvement
- Overseeing allocations and lettings, ensuring processes are efficient, compliant and effective
- Strengthening approaches to tenancy fraud prevention and the onboarding of new tenants
- Monitoring service performance, customer satisfaction and use of resources, identifying where improvements are required
- Developing strategies and practical mechanisms to drive continuous improvement across the services
- Supporting and strengthening resident involvement and engagement across Housing Management
- Ensuring policies, procedures and working practices remain aligned with legislation, regulation, internal requirements and best practice
- Ensuring services comply with relevant health and safety requirements, including lone working, building safety and fire safety
- Leading the development and review of housing management policies and procedures
- Ensuring policies and procedures are clearly communicated, embedded and consistently applied across teams
- Working closely with development partners to support the successful delivery and handover of new schemes into operational management
- Ensuring housing management systems and records are accurate, up to date and fit for purpose
- Building effective relationships with external partners and stakeholders and resolving blockages that affect service delivery
- Providing leadership and support to administrative functions that underpin the wider Neighbourhood and Asset Management teams
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You'll have a direct influence on the quality of housing services residents receive. Success will mean strong tenancy and neighbourhood services, effective management of ASB and allocations, improved resident satisfaction and a culture where teams take ownership of delivering a good service. You'll also play an important role in ensuring that resident involvement becomes part of how services are designed and improved, rather than simply something that happens alongside them.
At a strategic level, you'll help shape the future direction of Housing Management while making sure the day-to-day service continues to perform.
About You
You'll be an experienced housing professional with a strong background in tenancy and neighbourhood management and the leadership experience to operate at Head of Service level. You'll understand the practical realities of housing management, including allocations and lettings, tenancy enforcement, ASB, tenancy fraud and resident engagement. Just as importantly, you'll be able to step back and think strategically developing policies, setting direction, managing performance and turning organisational objectives into practical service improvements.
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You'll be comfortable working with senior leaders, external partners and stakeholders and will be able to influence across different teams and areas of the organisation. The organisation is looking for someone who can create a positive "can do" culture, challenge where performance isn't good enough and bring people with them when introducing change.
The Essentials
- Senior housing management experience
- Strong background across tenancy and/or neighbourhood management
- Experience of managing ASB and tenancy enforcement services
- Knowledge of allocations and lettings
- Experience leading and developing teams
- Strong understanding of housing legislation, regulation and policy
- Experience developing and implementing housing policies and procedures
- Strong performance management and continuous improvement experience
- Experience improving resident satisfaction and customer experience
- Understanding of resident involvement and engagement
- Experience working with external partners and senior stakeholders
- Strong understanding of housing health and safety responsibilities
- Ability to operate strategically while remaining connected to operational delivery
Interested? If you're an experienced housing leader looking for a role where you can genuinely influence how tenancy, neighbourhood and enforcement services are delivered, this could be a strong next step. You'll have the opportunity to lead an important area of the housing service, shape its future direction and make a tangible difference to residents and communities across London.
If you'd like to talk through the role confidentially, get in touch.
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