Housing Manager (Stategic)

at  Oaklee Housing

PURPOSE, ACCOUNTABILITIES AND SCOPE

To be responsible for advancing policy frameworks, ensuring regulatory compliance, driving service reviews, and implementing improvements. As the strategic research lead, this role will explore innovations in housing services and lead non-core services, such as support and managed service agreements. Additionally, they will oversee infrastructure development, focusing on systems and digital improvements, and support the Director of Housing in establishing an internal service centre to enhance organisational efficiency.

KEY RESPONSIBILITIES AND DUTIES:

Policy Development and Regulatory Compliance

• To develop, update, and maintain housing policies to align with regulatory standards and best practices.
• To conduct regular audits and assessments to ensure compliance with housing regulations and standards.
• To understand, analyse and evaluate the short and long-term impacts of a wide range of policy issues affecting the social housing sector.
• To act as the regulatory liaison, staying current on industry changes and preparing the organisation for upcoming regulatory shifts.

Service Review and Continuous Improvement

• To oversee service quality assessments to identify areas for operational improvement.
• To work closely with Property, Finance, Development, Services Contact Centre teams and other relevant Group functions such as Asset Management and Compliance, to seek feedback on areas for further improvement.
• To develop and implement service improvement plans in response to identified gaps or customer feedback.
• To establish performance metrics to monitor service delivery, leveraging data to inform decision-making and enhance service outcomes.

Strategic Research and Innovation

• To lead research initiatives on emerging trends in housing, service delivery, and community support.
• To evaluate innovative solutions to enhance service offerings and align them with organisational goals.
• To produce regular reports and strategic insights to inform senior leadership’s strategic direction.

Oversight of Non-Core Housing Services

• To manage non-core housing services, such as managed service agreements and resident support services.
• To collaborate with community organisations and other service providers to create value-added services for tenants.
• To ensure the delivery of support services is efficient, meeting tenant needs and organisational standards.

Infrastructure Development and Digital Transformation

• To lead the planning and implementation of system improvements, particularly in digital transformation initiatives.
• To identify opportunities to leverage technology to streamline operations, improve data accuracy, and enhance service accessibility.
• To work closely with IT and other departments to ensure system upgrades are aligned with organisational needs and user requirements.

Internal Service Centre Design and Implementation

• To collaborate with the Operations Director to model ideas for internal service centre, working collaboratively across the housing teams to ensure all stakeholders are engaged.
• To develop workflows and processes to centralise and optimise internal services.

Coverage for Housing Manager- Operational

• Provide cover for Housing Manager – Operational in providing support for the Senior Housing Officers and Housing Officers and ensuring an efficient and thorough handover back to Housing Manager Operational upon their return.

Promote Collaboration and teamwork.

• To promote consultation and engagement with residents/resident groups to ensure that feedback is gathered, and resident’s views are taken into account in decision making.
• To work effectively and collaboratively with the Director, the Property and Housing Managers and wider group of colleagues to achieve and support overall company objectives.
• Actively encourage and support the team to work closely with Property, Assets, Development, Finance, Service centre team and all other stakeholders to ensure smooth delivery of services to residents.