Head of Housing at HSPG

Manchester, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

120000.0

Posted On

03 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Development, Commercial Success, Stakeholder Management, Regulatory Compliance, Health and Safety, Customer Service Delivery, Partnership Management, Risk Management, Governance, Operational Oversight, Financial Acumen, Strategic Planning, Team Coaching, Community Impact, Housing Management

Industry

Real Estate

Description

THE ESSENTIALS Role: Housing Director Platform: PPHA Status: Full time, permanent Salary: £100-120k Bonus: 25% Base: London. We typically work 4 days in the office, 1 day from home Hours: 37.5 hours per week Start: ASAP THE BENEFITS: 25 holiday days per year 4 ‘Me Days’ per year (take a Me Day to focus on you!) Team social events and trips Wellness allowance of £70 per month to be used for gym, classes, physio or other wellness costs Private healthcare with Vitality Mintago financial platform Drive Electric salary sacrifice Enhanced maternity, paternity and parental leave Employee referral scheme: £2,000 towards a getaway of your choice HSPG: A social impact real estate company Our mission is simple: Building partnerships, creating homes, developing communities. There is a critical lack of affordable housing across the UK, affecting the most vulnerable people in our community. We build long-term partnerships with Local Authorities to acquire and manage demand-driven social and affordable housing across various tenures, as per the image below. Across HSPG’s Living Sector platforms, we are actively acquiring 2,500 high-quality homes from national housebuilders and developers by the end of 2025. These properties are managed by our experienced team, grouped into portfolios, and funded by our institutional investment partners. HSPG aims to positively impacts our residents’ lives, while providing long-term, sustainable returns for our investment partners. Core Behaviours: Core mission: Your core mission is to ensure HSPG is delivering the best possible, high-quality services to our customers. Your ability to lead, inspire and develop your team members is essential to succeed in this role. You must demonstrate commercial success while actively growing and supporting your team through clear development plans and excellent leadership. You lead with clarity and simplicity, backed by resilience and a swan-like ability to remain calm under pressure. You will build strong relationships across PPHA, including Pinnacle, block managers, investors and local authorities. You strike the right balance between commercial drive and genuine care for our customers, ensuring access to safe, high-quality homes. You will be responsible for delivering a seamless, personal experience to every PPHA customer across Affordable Rent, Social Rent and Shared Ownership, from first contact to long-term support. You will also oversee service delivery by our managing agents, mainly Pinnacle, and our block managers. You will ensure excellent housing management services, customer service, community impact, regulatory, and health, safety and compliance standards are consistently met. This includes managing services for shared ownership customers and overseeing contracts with current agents, primarily Pinnacle and Block Buddy. Finally, you’ll keep the PPHA Board well-informed on performance, governance, compliance and customer engagement and communication across both PPHA and HSPG. Obsess: These points get you out of bed in the morning and keep you up at night! If you’re not obsessed with these, the role isn’t for you. · Ending homelessness in the UK — you're genuinely driven by the belief that high quality housing changes lives. · Governance – you find satisfaction in knowing everything is compliant, well-documented, and audit-ready. Corner-cutting gives you chills. · Systems – you love unpicking operational blockages, closing delivery gaps, and making things run smoother, without complicated processes. · Advocacy – you ensure customer needs are properly represented in internal decisions and external partnerships, and deliver positive, measurable community impact Excel: You are excellent at these areas: an expert. · Partnerships – you manage partners so well no one ever has to chase; SLAs are hit because your oversight is seamless. Whether it’s a property manager or a board member, you meet people as people, not just roles. · Perspective – you stay alert to industry trends and risks, anticipating and keeping the business ready for what’s next in housing management, community engagement and regulated affordable housing. Specific experience: Member of Chartered Institute of Housing (if not, why not?). 5+ years’ experience working at a senior level within a Housing Association. Outcomes & Metrics: the desired result and how we measure it Outcomes: the desired result Metrics: How we measure it 0-3 Meet and understand your external stakeholders Meet all our service delivery partners and Local Authority contacts. Meet Pinnacle, Block Managers and relevant investor partners. Identify what they need, how they work and what HSPG/PPHA can do for them. Evidence that you know how to maximise each relationship and identify new business opportunities. Present all of this back to the Managing Director PPHA by your 3rd month. Build strong, intentional internal relationships across all departments. Evidence that you have built genuine relationships across the business. Be able to show that you are working together towards the common goal. Meet with all the relevant people to your role at HSPG and report back on how you see the Platform and housing management function collaborating, and how your role fits in with the wider business mission. Build relationships with investor partners Meet with all investors to understand their role. Review agreements in place with investors to understand the delivery requirements. Review and understand the reporting requirements for investors. Review policies and strategies Review and understand PPHA policies. Review policies and procedures of our partners (Pinnacle and Block Buddy). Review and understand the PPHA One Page Business Plans and your role in ensuring that it is delivered. Operational review to understand service delivery, voids, lettings and arrears performance. Demonstrate your understanding of the above by presenting back to the MD PPHA by your 3rd month Deliver performance reporting requirements for PPHA Board, HSPG SLT and investor partners Provide progress reports for the SLT forum, highlighting areas of success and required improvement. Lead investor KPI reporting and performance review meetings. Visit a selection of our current homes Agree on where to visit and report back to the MD PPHA on findings, observations and recommendations. Create and build relationships with members of the PPHA Board Meet with the PPHA Board members and establish mutual understanding and respect. Report back your findings to the MD PPHA. Team Leadership Get to know your team, their responsibilities and how they work together to deliver the business plan. Support the team members in their roles, identifying any training, coaching or development needs. Present back the above, together with succession planning ideas for your team Support the MD PPHA and Group Executive Director to develop a housing operations team which will support PPHA to successfully deliver and manage 5000 to 8000 homes in the next 3 years. 3-6 Regularly complete industry horizon scanning. Create regular updates and report to the wider business on trends and developments in the sector in a meaningful way that can be used to impact real change. The measure of this is that people do not simply scan your updates (/delete them!), they should look forward to them. Support the MD PPHA and Group Executive Director to monitor PPHA's ongoing compliance with regulatory standards, including consumer and tenancy standards Provide the PPHA Board with regular updates on regulatory changes, compliance with regulatory standards and improvement actions. Support PPHAs’ preparations to grow to up to 8000 homes and be ready for an IDA Take an active involvement in the whole flywheel of both platforms, and how they feed into the strategic delivery. Actively oversee the PPHA pipeline being delivered by the acquisitions teams, ensuring we are delivering an excellent, seamless and personal service to customers from the homes they’re moving into, to the administrative process that leads them there. And everything in between. Work closely with both acquisitions teams to develop LA partnerships in areas we want to grow. Oversee KPI performance, compliance reporting, auditing and strengthen performance monitoring. Improve KPI reporting and suggest effective ways to bring new recommendations to the SLT and investor partners. Oversee the performance of our delivery partners (Pinnacle, Pinnacle Connect, and Block Buddy) Identify short term improvement plans and implement quick wins. Support the team to develop new business opportunities. 6-12 Support the delivery of the one page business plan. (OPBP) Identify resources and skills required to meet operational growth and new business targets, recruiting resources as agreed. Identify the training and development needs of the teams and arrange them as agreed. Understand the key goals of the business plan and how all teams contribute to the overall objectives. Ensure team members’ personal goals are aligned with the business plan objectives. Deliver service improvements and a customer engagement strategy to improve the customer experience. Ensure compliant services are delivered that meet the regulatory and governance requirements. Use data and reporting to regularly assess performance against targets. Ensure the platform has grown with new properties in management. Operational oversight and service delivery Monitor housing services, including tenancy management, allocations, voids, arrears, complaints and ASB. Ensure an efficient and cost-effective repair service. Actively monitor void turnaround times and costs to make improvements. Oversee budgets to ensure cost-effective service delivery. Assess and approve expenditures and identify cost-saving opportunities. Develop yourself Identify and complete relevant learning and development opportunities. Complete housing policy training, sharing learning with the wider team and implementing improvements based on insights gained. Ensure the customer engagement strategy is being executed brilliantly Implement an updated, refreshed customer engagement strategy, considering investor requirements. Provide progress reports to the PPHA Board and SLT. Conduct forums, surveys, scheme visits, and joint meetings with delivery partners and developers to gain customer feedback. Highlight areas of improvement and implement improvement plans. Most importantly, ensure they are actioned. Establish clear areas of accountability and responsibility within the team Evidence that you have built genuine relationships with the team and you are all working together to the mission. Documented organisation and accountability. Develop a road map with clear timescales and responsibilities, aligning with the one page business plan objectives. Monitoring and mitigating risk Ensure Property Managers are completing regular block inspections to monitor safety and audit the level of service provided by block managers. Closely monitor safety compliance performance. Identify and record tenant vulnerabilities and make this information available to Property Managers and service delivery partners. Financial risk monitoring with the tracking of arrears performance, service charge budgets and service delivery cost. Contribute to the risk register and risk management plans for PPHA. Governance focus Monitor changes to regulatory requirements, identify any areas for improvement and implement action plans. Ensure policies and team training are updated in line with changes to regulatory requirements. Monitor ongoing compliance with regulatory requirements, including legal safety requirements, repairs, allocations and tenant rights. Lead on ensuring that complaints are managed in line with the Housing Ombudsman Code of Conduct and completing the annual self-assessment to assess this. Create and implement action plans to mitigate any shortfalls.

Responsibilities

The core mission is to ensure the delivery of high-quality services to customers by leading, inspiring, and developing the team while achieving commercial success. Responsibilities include overseeing service delivery by managing agents, ensuring excellent housing management, customer service, and compliance standards are met, and keeping the PPHA Board informed.