Head of Housing

Head of Housing

Morgan Hunt are working with a Housing Organisation that are looking for a Head of Housing. The Head of Housing is responsible to the Deputy CEO for the strategic leadership, operational performance and continuous improvement of resident-facing services. The role ensures services are resident-focused, compliant, efficient and aligned with the corporate strategy, while championing customer experience and leading the delivery of the customer loyalty framework across all customer-facing services.

Strategic Leadership & Service Delivery

• Lead and continuously improve resident services including tenancy and estate management, income collection, rent setting, lettings, leasehold services, antisocial behaviour management, complaints handling and customer services.
• Deliver strategic priorities within the corporate plan and contribute as an active member of the Senior Management Team.
• Lead and develop high-performing teams that promote accountability, professionalism and resident focus.

Customer Experience & Service Improvement

• Establish and embed the contact centre and customer service model, improving accessibility, responsiveness and first-contact resolution across all channels.
• Champion resident voice, customer insight and the customer loyalty framework to enhance service delivery and resident satisfaction.
• Drive service improvement using complaints data, resident feedback, Tenant Satisfaction Measures and operational performance information.

Governance, Compliance & Partnerships

• Ensure compliance with social housing regulation, including Consumer Standards, Tenant Satisfaction Measures and the Housing Ombudsman Complaint Handling Code.
• Act as the organisation's lead authority on housing management practice and housing law, maintaining effective policies, controls and business assurance systems.
• Manage key stakeholder relationships, including local authority partners, contractors, sector bodies and suppliers, ensuring value for money and effective contract performance.

Additional Responsibilities

• Manage Resident Services revenue and capital budgets in accordance with financial regulations.
• Oversee rent setting, arrears management, procurement and contract management activities.
• Maintain professional networks and represent the organisation with sector bodies.
• Ensure compliance with Health & Safety, Data Protection, Equality, Diversity and Inclusion requirements.

Key Stakeholders

Residents, tenants, household members, colleagues, local authority partners, contractors, consultants and external agencies.

Specialist Knowledge Areas

• Customer Service & Contact Centre Management
• Housing Law
• Antisocial Behaviour Management
• Estate & Neighbourhood Services
• Procurement
• Complaints Handling & Service Recovery

Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.