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Head of Neighbourhoods

2 weeks ago

Dartford, United Kingdom Moat Homes Full time

**Internal Role Title**: Head of Neighbourhood Services (London & Sussex)

**Hours**: 35 hour per week, Monday-Friday

**Salary**: £71,340 - £89,175 per annum plus £2272 car allowance per annum (salary offered dependent on experience)

**Contract: Permanent**

You’ll be providing strong and strategic leadership to a team of housing specialists, in delivering excellent customer focused Neighbourhood and Estate Services. Getting the basics right, learning and delivering continuous improvement ensuring resources are aligned to deliver maximum impact for our customer and communities.

We support agile working, so you’ll be provided all IT equipment to work flexibly between your home, and our offices.

**Who are we?**

We’re one of the top 30 housing associations in England, with homes spreading across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future.  Our purpose is to “open doors to better lives for our customers”. We thrive to be customer pioneers, providing a great customer experience.

We are also proud to announce that we have been awarded an accreditation for **‘The Sunday Times Best Places to Work’ 2024**, based on our employee feedback.

**Your key tasks will include**:

- Driving operational change within region and the wider organisation ensuring our customers’ voices drive and deliver continuous improvements across all tenures.
- Developing and nurturing relationships with local authority partners, freeholders, managing agents and other key stakeholders to fulfil our landlord and regulatory responsibilities.
- Helping define and deliver responsive services, using customer data and insight (learning) as necessary, aligning resources for maximum impact and delivering a culture of improvement and high performance.
- Acting as regional lead for leasehold, freehold and tenancy related matters; including the provision of sign-off for all head leases and key documents for new schemes.
- Motivating, coaching, and supporting teams and colleagues ensuring engagement, wellbeing, and high levels of performance.
- Ensuring performance standards and targets are met consistently, including those relating to leasehold and tenancy and estate management, lettings, rent arrears, health and safety, lone working, statutory obligations, and overall estate management.
- Implementing quality assurance measures to maintain high standards of service delivery and customer satisfaction.
- Ensuring adherence to housing law, safety regulations and quality standards within region.
- Spearheading and working collaboratively to deliver community development with measurable outcomes, and to promote Moat and the interests of customers at partnership forums and external events.
- Taking ownership of the budget for the region/business area, ensuring that commercial considerations receive appropriate focus.
- Representing Moat on key resident management companies, influencing budget and contractual decision making for the benefit of Moat and our customers.
- Working strategically with other service heads to ensure services are delivered consistently, delivering positive customer outcomes.
- Championing and promoting the benefits of delivering an improved customer experience; be an advocate for excellence across neighbourhood services and the wider business.
- Providing support to Moat’s out of hours service.
- Delivering and embedding an open and transparent risk management culture, with responsibility for identifying, reviewing, escalating, and managing risks.
- Complaints Lead Officer: Being responsible for managing complaints in line with our policy and the Housing Ombudsman Complaint Handling Code. This will include appropriate and proportionate resolutions and accurate record keeping.
- Keeping accurate records and manage all data in accordance with our Data Governance Framework, relevant legislation, and best practice. You must also understand and fulfil your responsibilities as set out in this framework.
- Carrying out any other duties consistent with the post that may be required from time to time, at the discretion of the line manager.

**You’ll have**:
**- A degree standard education or equivalent level experience, with excellent verbal, written and numerical skills.**

**- A level 4 housing qualification or willingness to work towards within a 2-year period.**

**- A strong understanding in Landlord, Leasehold and Tenant legislation and best practice in the field.**

**- Sound understanding of Regulator of Social Housing requirements and regulation.**

**- Demonstrable contract, financial, and budget management within a complex organisation.**

**- Appropriate means of transport.**

**- An ability to undertake work outside of normal office hours to meet the needs of the business, including evening meetings.**

**It’s ideal, but not essential if you have**:
**- A detailed knowledge of local authority policy and processes