Head of Housing

Morgan Hunt are working with a Housing Organisation that are looking for a Head of Housing

The Head of Housing is responsible to the Deputy CEO for the strategic leadership, operational performance and continuous improvement of resident-facing services. The role ensures services are resident-focused, compliant, efficient and aligned with the corporate strategy, while championing customer experience and leading the delivery of the customer loyalty framework across all customer-facing services.

Top Three Responsibilities

1. Strategic Leadership & Service Delivery

• Lead and continuously improve resident services including tenancy and estate management, income collection, rent setting, lettings, leasehold services, antisocial behaviour management, complaints handling and customer services.
• Deliver strategic priorities within the corporate plan and contribute as an active member of the Senior Management Team.
• Lead and develop high-performing teams that promote accountability, professionalism and resident focus.

2. Customer Experience & Service Improvement

• Establish and embed the contact centre and customer service model, improving accessibility, responsiveness and first-contact resolution across all channels.
• Champion resident voice, customer insight and the customer loyalty framework to enhance service delivery and resident satisfaction.
• Drive service improvement using complaints data, resident feedback, Tenant Satisfaction Measures and operational performance information.

3. Governance, Compliance & Partnerships

• Ensure compliance with social housing regulation, including Consumer Standards, Tenant Satisfaction Measures and the Housing Ombudsman Complaint Handling Code.
• Act as the organisation's lead authority on housing management practice and housing law, maintaining effective policies, controls and business assurance systems.
• Manage key stakeholder relationships, including local authority partners, contractors, sector bodies and suppliers, ensuring value for money and effective contract performance.

Additional Responsibilities

• Manage Resident Services revenue and capital budgets in accordance with financial regulations.
• Oversee rent setting, arrears management, procurement and contract management activities.
• Maintain professional networks and represent the organisation with sector bodies.
• Ensure compliance with Health & Safety, Data Protection, Equality, Diversity and Inclusion requirements.

Key Stakeholders

Residents, tenants, household members, colleagues, local authority partners, contractors, consultants and external agencies.

Specialist Knowledge Areas

Customer Service & Contact Centre Management

• Housing Law
• Antisocial Behaviour Management
• Estate & Neighbourhood Services
• Procurement
• Complaints Handling & Service Recovery
  
  Please contact Nicolette on 020 7419 8934 or email

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.