Property Services Manager

Technical & Property Condition

• Provide operational oversight of the Technical Surveyor and ensure technical issues are identified, prioritised and progressed effectively.
• Ensure property condition issues, HHSRS hazards and building fabric risks are appropriately recorded and escalated.
• Ensure technical inspections and surveys support effective repair, maintenance and investment decisions.
• Work with the Head of Asset to identify recurring property defects and wider asset risks.
• Support the development of effective processes for disrepair, complex repairs, latent defects and other technical matters.
• Ensure technical recommendations are translated into effective operational delivery.
• Maintain an effective interface between technical and operational teams.

Compliance, Building Safety & M&E

• Provide operational oversight of repairs and remedial works arising from compliance and building safety requirements.
• Ensure actions arising from Fire Risk Assessments, inspections and statutory testing are appropriately recorded, prioritised and completed.
• Work with the Head of Asset and relevant SNG teams to ensure compliance-related works are delivered within agreed timescales.
• Maintain a strong understanding of M&E services, including electrical systems, gas, lifts, fire systems, communal systems and door entry.
• Ensure M&E-related repairs and remedial works are correctly allocated, monitored and escalated.
• Support effective coordination between operational teams, contractors and SNG’s specialist compliance functions.
• Ensure all compliance-related repair actions have clear ownership, appropriate evidence and auditable completion records.
• Escalate any emerging compliance or building safety risks immediately to the Head of Asset.

Voids & Empty Homes

• Provide operational oversight of the voids process, working with the Head of Asset, Technical Surveyor, repairs teams and Neighbourhood colleagues.
• Ensure void inspections, scopes of work, repairs and refurbishment requirements are completed efficiently.
• Monitor void turnaround times, costs, quality and key milestones.
• Ensure void properties are returned to an appropriate lettable standard.
• Identify recurring void issues and opportunities to improve the process.
• Monitor contractor and internal performance against agreed void targets.
• Ensure all key dates, actions and milestones are accurately recorded.

Resident Contact Centre

• Directly manage Resident Contact Centre Advisors and ensure the contact centre provides a professional, responsive and resident-focused service.
• Ensure residents receive accurate information and clear communication regarding repairs, appointments, damp & mould and property-related issues.
• Monitor call volumes, response times, abandoned calls, first-contact resolution and resident satisfaction.
• Ensure advisors have appropriate knowledge, guidance and escalation routes to resolve resident enquiries effectively.
• Work closely with the Senior Repairs Coordinator to ensure resident enquiries translate into correctly raised and categorised repairs.
• Identify recurring customer contact issues and use insight to improve property services.
• Ensure vulnerable residents and residents requiring additional support are appropriately identified and supported.

Complaints, Ombudsman & Resident Experience

• Oversee operational responses to property-related Stage 1 and Stage 2 complaints.
• Ensure complaints are investigated thoroughly and responses are accurate, timely and resident-focused.
• Work collaboratively with the Complaints Team to resolve issues and identify service learning.
• Monitor recurring complaints and identify underlying operational causes.
• Support responses to Ombudsman enquiries, MP and Councillor enquiries where required.
• Attend resident meetings and support the resolution of complex or escalated property-related concerns.
• Use resident feedback and complaints data to drive measurable service improvements.

Contractor Management & Commercial Performance

• Manage day-to-day relationships with allocated contractors.
• Monitor contractor performance against agreed KPIs, service standards, quality requirements and contractual obligations.
• Challenge underperformance and implement corrective action where required.
• Monitor variations, quotations and additional works to ensure appropriate financial controls are maintained.
• Support the Head of Asset with contract reviews, procurement, mobilisation and performance management.
• Chair or attend contractor performance meetings as required.
• Ensure post-inspections are completed appropriately and that poor workmanship is identified and addressed.
• Promote value for money across all areas of Property Services.

People & Performance Management

• Lead and manage the Technical Surveyor, Repairs Administrator, Damp & Mould Specialist, Senior Repairs Coordinator and Resident Contact Centre Advisors.
• Set clear objectives, expectations and performance measures for all direct reports.
• Conduct regular 1:1s, supervision, appraisals and development conversations.
• Identify training and development needs and support staff in building their technical and operational capability.
• Manage sickness absence, capability, conduct and performance in line with SW9 HR procedures.
• Build a positive, accountable and collaborative team culture.
• Encourage effective communication and knowledge sharing across Property Services.
• Develop a culture where staff take ownership of resident outcomes and service performance.

Data, Performance & Assurance

• Monitor and report on operational performance across Repairs, Voids, Damp & Mould, Contact Centre and Technical Services.
• Analyse trends, identify root causes and implement performance improvement plans.
• Maintain accurate operational records and ensure information is auditable.
• Produce regular management information for the Head of Asset.
• Contribute to SLT and Board reporting where required.
• Ensure performance information is used to drive service improvement rather than simply reporting activity.

Budget & Value for Money

• Support the Head of Asset with budget management across Property Services.
• Monitor expenditure, commitments, variations and contractor costs.
• Ensure expenditure is appropriately authorised and provides value for money.
• Monitor unit costs and identify opportunities to improve efficiency.
• Ensure operational decisions take account of financial impact alongside resident needs and risk.
• Contribute to annual budget planning and forecasting.

Service Improvement & Change

• Identify opportunities to improve operational processes, systems and resident experience.
• Support the Head of Asset with service transformation and organisational change.
• Review processes across Repairs, Damp & Mould, Technical Services and Resident Contact to reduce duplication and failure demand.
• Support implementation of new