Area Tenancy Manager

We are seeking a highly motivated and proactive Area Tenancy Manager to take full ownership of a designated housing portfolio and deliver an outstanding, visible, and accessible tenancy management service. This is a pivotal role that places you at the heart of our tenants' journey-ensuring they have access to support, feel safe and informed, and live in high-quality, affordable homes.

You will manage tenancies end-to-end, from let to re-let, and work collaboratively with internal and external partners to ensure a seamless "one team" landlord service. A strong customer focus, commercial mindset, and commitment to achieving excellent outcomes for tenants are essential.

Contract: Temp 12 months

Location: Wembley HA9

Payrate: £22.41 PAYE / £29.51 Umbrella

Working hours: Monday to Friday 35 hrs a week

Hybrid: 3 days office based 2 days working from home

• Act as the face of the landlord, delivering exceptional customer service and taking full ownership of all tenancy matters.
• Manage the end-to-end tenancy lifecycle, ensuring tenants are supported to meet their obligations and sustain their tenancy.
• Maintain accurate resident records in real time and ensure compliance with all landlord responsibilities.
• Promote digital inclusion by supporting tenants to use online services and increase direct debit uptake.

• Drive performance against KPI targets including rental income, arrears management, tenancy audits, inspections, and void turnaround.
• Ensure properties meet all compliance requirements and are returned in good condition at tenancy end.
• Prioritise voids, arrange timely viewings, and minimise rent loss by promptly offering suitable homes to those in need.

• Build a deep understanding of tenants' circumstances and support needs, linking them to appropriate services such as health, substance misuse, education, and employment.
• Identify vulnerabilities through annual audits and ensure tenants receive the right support to sustain their tenancy.
• Respond sensitively and professionally to domestic abuse cases in line with DAHA standards.

• Lead estate walkabouts with tenants, councillors, and stakeholders, ensuring actions are completed to high standards.
• Address issues such as fly-tipping, graffiti, ASB and work collaboratively to resolve complex cases using trauma-informed approaches.
• Build strong relationships with contractors, residents' groups, councillors, and external partners, advocating for tenants' needs.

• Make informed decisions on serving notices, preparing possession cases, attending court, and supporting evictions where required.
• Identify and escalate suspected fraud cases to the Audit and Investigation Unit.

(For experienced candidates progressing to or appointed at PO2 level)

• Manage complex ASB and domestic abuse cases independently.
• Chair case conferences and professionals' meetings, driving actions and accountability.
• Attend community MARAC and DA MARAC meetings.
• Mentor and coach PO1 staff.