Housing Manager

JOB TITLE: Housing Manager

JOB LOCATION: Chichester, West Sussex

RESPONSIBLE TO: Chief Executive

RESPONSIBLE FOR: Tenant Liaison Officer

Salary - Full time £43,500 pa (equivalent to £23,500 part time)

JOB PURPOSE:

The Housing Manager is responsible for creating places where older people can flourish, building dependable relationships with our residents and providing safe, secure homes and reliable services.

As a key member of the team, the Housing Manager will contribute to the development and delivery of the Association's strategic objectives and foster positive relationships with residents, partners, and stakeholders.

OUR VALUES

Service from the Heart

We create places where older people flourish. We work from the heart so every resident feels welcomed, valued, and part of a wider community. We promote community and seek opportunities to bring everyone together. We strive to build homes our residents are proud to call their own, now and for the future.

Connection

We build honest, dependable relationships with our residents. We listen, keep our promises, and do the right thing even when it's hard — so people feel respected, heard, and treated fairly in every interaction. Trust isn't assumed; it's earned through consistency.

Today and Tomorrow

We take pride in providing safe, secure homes and reliable services, and in making sound decisions as careful stewards of our organisation's future. Whatever shape we grow into, residents can trust they're in safe hands — today and tomorrow.

KEY RESPONSIBILITIES

Housing and Tenancy Management

• Deliver a comprehensive, compliant and customer‑focused tenancy and neighbourhood management service, ensuring that all tenancy changes are completed accurately, on time and in line with the Housing Allocations Policy and that residents feel welcomed, valued and treated fairly.
• Investigate and resolve tenancy breaches, anti-social behaviour (ASB), and neighbour disputes to ensure that residents feel respected, heard and trust that they are in safe hands.

Asset and Income Management

• Deliver effective and efficient income management with arrears consistently below 1% and provide support and signposting to sustain tenancies and minimise court action.
• Maintain the stock condition survey through annual property checks and use it to deliver a planned maintenance programme.
• Instruct and manage the performance of contractors to ensure that they deliver safe, high quality, value for money services and deal with failures to meet required standards.

Resident Engagement and Customer Service

• Provide residents with opportunities to scrutinise, influence and challenge so that they feel respected, heard and treated fairly in every interaction and resident satisfaction is increased.
• Respond to and resolve complaints within policy guidelines and timescales and use learning from complaints to deliver demonstrable improvements in service.

Safeguarding and Community Wellbeing

• Deliver a proactive safeguarding and wellbeing service that identifies and responds to adult safeguarding concerns, work collaboratively with statutory and community partners, promote community and bring people together.

Governance

• Maintain accurate records and prepare quarterly reports and performance information identifying trends, issues and concerns and remedial action taken or proposed. For senior management and Board.

A job description is a snapshot in time and is intended to be a living document that will change and develop with the needs of the organisation. It is not intended as a comprehensive list of everything that the post holder may be required to undertake.

PERSON SPECIFICATION

Essential Knowledge and Experience

• At least 2 years’ experience of managing housing services within a housing association, local authority, or similar environment.
• Relevant housing qualification (CIH Level 4 or equivalent).
• Strong knowledge of tenancy management, housing law, regulatory requirements and consumer standards.
• Experience of managing anti-social behaviour, safeguarding, and resident complaints.
• Ability to produce reports, analyse performance data, and drive service improvements.

Essential Skills

• Able to produce clear concise and error free letters and reports.
• Able to explain processes, decisions and actions in plain English taking into account the different needs of the audience and checking understanding before acting.
• Able to identify issues early, analyse information effectively, and deliver practical, timely recommendations and solutions that improve outcomes for residents, colleagues, and the organisation.
• Able to build trust and rapport through actively understanding the experiences, needs and perspectives of others, empathy and active listening.
• Able to demonstrate inclusive behaviours in daily interactions and challenge non-inclusive behaviour appropriately.
• Able to recognise own and others’ emotions, keep disruptive emotions and impulses in check and look for win/win solutions to disagreements and conflicts.
• Able to prioritise based on urgency, importance and risk and plan daily tasks effectively to ensure completion within agreed timescales.
• Able to take ownership of tasks from start to completion, proactively identifying issues and judging when to seek advice.
• Competent IT skills, including housing management systems and Microsoft Office.

Desirable

• CIH Membership.
• Management qualification.
• Experience working within a small housing association.

What We Offer

• Flexible working hours (20 hours per week)
• Opportunity to make a real difference in a small, values-driven organisation
• Supportive and collaborative working environment
• Training / development
• Pension contribution

Interviews being held on Thursday 22nd October.