Job Description:

Neighbourhood and Tenancy Services Manager

Location: London
Pay Rate: Circa £300 per day
Contract: Interim / Ongoing
Working Pattern: Monday to Friday, fully on-site

An excellent opportunity has arisen for an experienced Neighbourhoods & Tenancy Services Manager to join, a high-performing local authority recently awarded the highest available consumer grade of C1 by the Regulator of Social Housing.

This is a key leadership position within the Housing Directorate, responsible for managing a newly formed team of 5X Neighbourhood & Community Officers and one Neighbourhood & Community Coordinator. The team will oversee the delivery of housing and neighbourhood services to approximately 3,000 residents, within a wider housing portfolio of around 15,000 tenanted homes.
The Role
As Neighbourhoods Manager, you will provide strategic and operational leadership to ensure the delivery of a high-quality, resident-focused tenancy and neighbourhood management service.

You will lead a team responsible for supporting residents to live in safe, sustainable and thriving communities, while ensuring that housing services meet regulatory, operational and customer service standards.

Key responsibilities will include:

• Leading the delivery of tenancy and neighbourhood management services.
• Managing and improving performance through clear KPIs, targets, reporting and recovery plans.
• Overseeing antisocial behaviour, tenancy enforcement, estate management and complex tenancy cases.
• Ensuring fire safety and housing management actions arising from risk assessments are completed within required timescales.
• Managing voids, allocations, viewings, sign-ups and rehousing activity to meet operational targets.
• Developing and delivering estate inspections, home visits and resident engagement programmes.
• Supporting the team to identify and resolve tenancy breaches, illegal occupancy and issues affecting vulnerable residents.
• Providing management oversight of complex cases, ensuring legal advice and enforcement action progresses appropriately.
• Driving service improvement, innovation, digital transformation and modern ways of working.
• Preparing the service for audits and regulatory assessments by the Regulator of Social Housing.
• Delivering improvement plans to maintain and strengthen the Council’s C1 regulatory position.
• Developing annual operational plans covering performance, finance and customer service outcomes.
• Managing staff performance, supervision, appraisals, development plans and workforce planning.
• Building effective relationships with residents, tenant and resident associations, councillors, police, health services, contractors and community organisations.
• Supporting complaint resolution and using resident feedback and data to improve service delivery.
• Deputising for the Head of Service and representing the Council at meetings, forums, surgeries and community events.

This is a highly visible and community-facing role, requiring attendance on-site five days per week. Evening and weekend attendance may occasionally be required to meet resident and organisational needs.

About You

The successful candidate will be an experienced housing professional and confident people leader with a strong background in tenancy, neighbourhood or housing management.

You should have:

• Proven experience leading a housing, tenancy or neighbourhood management team.
• Expert knowledge of social housing, tenancy management, estate management and relevant legislation.
• Experience managing antisocial behaviour, complex cases, safeguarding and tenancy enforcement.
• A strong track record of setting and exceeding KPIs and improving service performance.
• Experience managing staff through supervision, performance reviews, coaching and development.
• Proven experience delivering service transformation, cultural change and continuous improvement.
• Experience working within a local authority, housing association or similar social housing environment.
• Strong knowledge of regulatory compliance and the Regulator of Social Housing’s consumer standards.
• Experience managing resident engagement, complaints and customer satisfaction initiatives.
• The ability to analyse performance data, customer insight and feedback to develop effective improvement plans.
• Excellent written and verbal communication skills, with the ability to engage confidently with residents, Members, colleagues and external partners.

You should be educated to degree level or have equivalent professional experience. A Level 4 housing qualification is desirable, although candidates willing to work towards the qualification within two years will also be considered.
Key Benefits

• Competitive interim rate of circa £300 per day.
• Opportunity to work with a high-performing London Borough.
• Join a newly formed team and help shape future service delivery.
• Strategic and operational leadership responsibility.
• Opportunity to influence resident satisfaction, community safety and housing performance.
• Work within a Council recently awarded the highest available C1 consumer grade.

KeywordsNeighbourhoods Manager, Neighbourhood and Communities Manager, Housing Manager, Tenancy Manager, Neighbourhood Management, Tenancy Management, Housing Management, Social Housing, Local Authority Housing, Council Housing, Housing Association, Estate Management, Community Engagement, Resident Engagement, Resident Satisfaction, Customer Service, Antisocial Behaviour, ASB, Tenancy Enforcement, Complex Tenancy Cases, Housing Legislation, Housing Regulation, Regulator of Social Housing, Consumer Standards, C1 Rating, Regulatory Compliance, Fire Safety, Safeguarding, Domestic Abuse, Void Management, Voids and Lettings, Allocations, Rehousing, Tenancy Sustainment,