Head of Residents and Support

**Full time**

**Main Responsibilities**

As the Head of Residents and Support, this role will ensure the delivery of a high performing, person centred support service that achieves excellent outcomes for our residents. The postholder will lead a dynamic team dedicated to delivering high quality housing management and support services that reflect the needs of our residents.

The role demands strategic oversight of service development, with a focus on achieving meaningful outcomes for residents. This includes reviewing and enhancing housing and support models to maximise customer satisfaction, while ensuring that services are aligned with statutory, contractual and regulatory requirements.

The postholder will ensure compliance with all statutory, contractual, and regulatory requirements, while effectively managing risks. As Concept’s safeguarding lead, the Head of Residents and Support will ensure our obligations are met and that best practice is embedded across the organisation.

The role involves providing expert guidance on complex and sensitive cases, including high level complaints, anti-social behaviour (ASB), domestic abuse, and safeguarding concerns. Leadership is key, with a focus on developing a skilled and high-performing team that meets the evolving needs of residents by fostering a culture of continuous learning and improvement.

Ultimately, this leadership role is about inspiring excellence, driving innovation, and championing a resident focused approach that places wellbeing, empowerment, and continuous improvement at the heart of our service delivery.

**Key Responsibilities**

The Head of Residents and Support will be responsible for the operational leadership and strategic development of resident and support services. This includes ensuring that all aspects of service delivery from resident assessment and referral to safeguarding and tenancy termination are underpinned by robust policies and performance frameworks.

A core part of the role involves setting and maintaining high service standards, ensuring that residents receive consistent quality support. The postholder will lead on formal complaint investigations, particularly Stage 2 cases, using these as opportunities to identify learning and drive service improvements. You will also provide expert guidance on complex and sensitive issues such as anti-social behaviour and domestic abuse.

As the safeguarding lead, you will oversee modern slavery queries and ensure the team is equipped with the skills and knowledge to manage sensitive issues effectively.

Collaboration is key to this role, with responsibilities including building strong relationships with internal teams, external partners, and stakeholders. The postholder will work closely with the Head of Resident Experience and with the Head of Compliance to manage property-related risks and ensure residents are actively involved in shaping our services through consultation and feedback.

You will drive service improvement, identify innovative solutions and develop new move-on services to support residents transitioning to independent living.

Your role will also involve leading strategic projects aimed at improving service delivery and outcomes for residents. You will foster a performance driven culture, ensuring your team is proactive, well-trained, and committed to continuous improvement. Health and safety will be a priority, with responsibility for risk assessments and lone working protocols.

**The desirable skills and experience for this role are**:

- CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government)
- Experience of working with the exempt housing sector.

At Concept Housing Association, we are more than just providers of accommodation; we are innovators in social housing. Our mission is to positively impact lives by delivering safe, comfortable, and compliant homes.

We support some of the most vulnerable individuals in society, helping to meet their needs as they strive to live with dignity and in safety. Specialising in exempt housing, we offer supported accommodation to ensure our residents receive the necessary support, delivered with empathy and a resident-centred approach.

Our dedicated team, united by a shared vision, brings a wealth of experience in supporting homeless people. We are committed to delivering the very best for our residents and our partners while continually striving to meet the highest standards.