Housing and Co-op Services Manager

Location: SHC Office, Seymour Buildings, with occasional visits to Daventry Street and Grove Dwellings; occasional remote working at Line Manager’s discretion

Hours: 21 hours per week, including an average of two evening meetings per month

Salary: £49,000 pro rata

Contract Type: Fixed‑term, 18 months

Reporting to: Line Manager designated by the Management Committee (MC)

Seymour Housing Co‑operative (SHC) was founded in 1976. We are driven by co‑operative values and democratic participation, and we aim to provide high‑quality, affordable housing for people who understand and support co‑operative living.

We are seeking an experienced and motivated Housing & Co‑operative Services Manager to join our small, dedicated team. You will work closely with our Maintenance Manager and external service providers, and you will report to the Management Committee, through the designated Staff Line Manager.

About the Role

You will deliver high quality housing management services, support governance and record keeping, maintain strong, positive relationships with residents and partners, and ensure compliance with Co‑op policies, GDPR and regulatory standards.

What We’re Looking For

If you are a motivated housing professional looking for a role where your work directly supports a democratic community, we would love to hear from you.

You combine a deep commitment to co-operative values with a proven track record in housing management and delivering excellent customer service.

You excel at working collaboratively with diverse members, committees, and external agencies and possess strong organisational and problem-solving skills.

Overall, Purpose of the Role

To deliver a professional, proactive housing management service for tenants and applicants, oversee day‑to‑day Co‑op operations, and ensure high‑quality administrative, governance, and service delivery support to the Management Committee (MC).

The role includes responsibility for managing external contractors and ensuring compliance with relevant legislation, policies, and regulatory requirements.

Key Responsibilities

1. Housing Management

• Lead and coordinate day‑to‑day housing management operations, ensuring efficient service delivery and high‑quality tenant support.

• Prepare and issue tenancy agreements, Good Neighbour Agreements and share certificates on behalf of the Co‑op.

• Provide guidance on transfers, mutual exchanges and other housing options.

• Enforce tenancy terms, working with the Maintenance Manager to ensure properties remain in good condition.

• Conduct regular tenancy audits to maintain accurate member records.

• Act as the Complaints Officer, resolving complaints in line with Co‑op policies and the Housing Ombudsman’s Complaint Handling Code requirements, and providing required data and updates to the MC.

• Liaise with local authorities and relevant agencies, providing timely updates to the MC

• Serve as the Co‑op’s designated safeguarding lead and escalate concerns to appropriate authorities.

2. Allocations and Lettings

• Maintain records of property allocations in line with nomination agreements.

• Monitor relevant housing legislation and advise the Allocations Subcommittee (ASC) and MC on necessary policy updates.

• Service the ASC and support the convenor.

• Organise and administer allocations panels, communicating outcomes to applicants and requesting additional documentation when needed.

• Maintain and monitor the internal transfer list, ensuring accuracy, eligibility verification and prevention of fraudulent claims.

• Complete thorough applicant checks to ensure eligibility and detect fraudulent applications.

• Ensure efficient void turnaround to minimise income loss.

3. Co‑op Governance

• Monitor changes in housing legislation and regulation and advise the MC when these require policy or procedural changes.

• Circulate updated or new policies to all members.

• Ensure the Co‑op meets statutory and regulatory requirements and follows good practice.

• Develop initiatives to increase member engagement and participation in governance and committee work.

• Provide administrative support to the MC and subcommittees, including preparing and issuing agendas, minutes, and reports within required deadlines (7 days prior).

• Assist the Secretary with AGM organisation, including minutes, timely document distribution and facilitation of the nomination and election process.

• Maintain clear, accessible informational resources to support member understanding of policies, procedures and Co‑op values.

• Identify and coordinate training opportunities for MC members, subcommittee members, officers, volunteers and staff.

4. Financial and Legal Management

Working within the authority delegated by the MC:

• Liaise with the outsourced rent‑management provider to produce arrears reports, monitor repayment agreements and ensure arrears actions follow Co‑op policy.

• Support members with housing benefit claims when required.

• Represent the Co‑op in County Court matters (including arrears cases) and accompany bailiffs where necessary.

• Arrange insurance renewals and obtain tenders when required.

• Support the Treasurer, Finance Subcommittee and Maintenance Manager in preparing the annual budget.

• Assist the Treasurer with calculations of rent and service‑charge increases and prepare communications to tenants.

• Liaise with accountants and auditors as required.

• Submit audited accounts and required documents to external bodies within deadlines.

• Maintain petty‑cash records and manage the deposit of income from the Seymour Building laundries.

5. Office Administration and General Responsibilities

• Ensure smooth day‑to‑day operation of the Co‑op office and maintain a professional, welcoming environment.

• Oversee incoming and outgoing communications, ensuring timely and appropriate responses.

• Maintain accurate, compliant electronic and physical records using relevant systems (including CHICs).

• Coordinate with the Maintenance Manager, MC officers, managing agents and consultants to support efficient Co‑op operations.

• Adhere to all Co‑op rules, policies and procedures including complaints, data protection, confidentiality, health and safety, equal opportunities, fraud prevention and value‑for‑money requirements.

• Maintain strict confidentiality regarding members, finances and Co‑op operations.

• Develop and maintain a comprehensive office manual to support member participation in Co‑op operations.

• Provide cover for colleagues during absences to maintain continuity of essential functions.

• Undertake additional reasonable duties aligned with the Co‑op’s mission and agreed with the Line Manager or MC officers; boundaries of authority should be confirmed and documented as needed.

Person Specification

1. Qualifications & Knowledge - Essential

• Minimum of 3 A‑levels or equivalent, with a good general standard of education.
• Strong understanding of housing management principles and practices, including governance arrangements for housing providers and co‑operatives.
• Knowledge of relevant housing legislation and regulatory frameworks, including RSH, Homes England, and the Housing Ombudsman.
• Clear understanding of data protection and confidentiality principles (GDPR).

Desirable Qualifications

• Degree‑level education or equivalent.
• CIH Level 4 or 5 qualification or working towards this.
• Understanding of co‑operative governance structures and principles.

2. Experience - Essential

• Demonstrable experience in housing management or a closely related field.
• Proven ability to build and maintain positive relationships with diverse stakeholders (residents, committees, external agencies).
• Track record of delivering excellent customer service, including effective complaint handling and resolution.
• Experience liaising with external contractors and service providers.
• Experience in policy and procedure development and implementation.
• Experience of governance and record keeping, including minute taking and report writing.
• Proficiency using the Microsoft Office suite and relevant housing management systems (e.g., CHICS or similar).

Desirable Experience

• Experience working within co‑operatives or member‑led organisations.
• Experience supporting democratic, participatory decision‑making environments.

3. Skills & Abilities

• Excellent organisational and time‑management skills, with the ability to prioritise and manage multiple tasks.
• Strong written and verbal communication skills, adaptable to a wide range of audiences.
• Ability to work independently and collaboratively, demonstrating initiative, flexibility, and problem‑solving capability.
• Strong numerical skills and proficiency with databases and relevant software.

For further information and details of how to apply, please visit our website.

Closing date: Monday 30 March