Director of Housing Resident Engagement and Services

London Borough of Lewisham; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A local authority in London is looking for a Director of Housing Resident Engagement and Services to lead housing management for over 19,000 homes. This role requires expertise in housing systems and change management, as well as a commitment to resident engagement and service quality. You will lead a large team and budget while driving cultural change within the organization. Applications are encouraged from diverse backgrounds.

Qualifications

• Deep housing systems expertise and experience leading change in a complex environment.
• Proven ability to engage with residents and stakeholders effectively.
• Experience working in a political environment, advising elected members.

Responsibilities

• Lead housing management services for over 19,000 homes.
• Drive resident engagement, service improvement, and cultural change.
• Oversee the transition of 1,800 PFI properties ahead of contract expiry.

Skills

Leadership

Housing systems expertise

Change management

Resident engagement

Collaborative approach

Job description

Lewisham is a borough defined by its energy, diversity and ambition. We are proud of our values, our communities, and our commitment to delivering high-quality public services that make a real difference to people’s lives. Housing is central to that mission, and we are now looking for a new Director of Housing Resident Engagement and Services to lead one of the most visible and impactful areas of our housing offer.

This is a role with real scale, complexity and opportunity. You will lead housing management services for over 19,000 homes, including council tenancies, leasehold properties and supported housing. With a team of over 250 staff and a budget of £15m, you’ll be responsible for delivering high-quality, resident-focused services that reflect our values and meet the needs of diverse communities.

As a key member of the directorate management team you’ll lead on resident engagement, complaints, and service improvement, playing a key role in preparing the service for inspection under the new Consumer Standards and the lifting of the regulatory notice issued in March 2024. You will need to be able to work across the whole housing system, engendering a collaborative approach and seeing the interdependencies between services. You’ll also oversee the transition of 1,800 PFI properties ahead of contract expiry in 2027, acting as Senior Responsible Officer for this major change programme.

We are proud of the progress we’ve made, but we know there is more to do. The Housing Ombudsman’s recent special investigation report has highlighted areas for improvement — and we are committed to learning and improving. This role is central to that journey. We are looking for a leader who can drive cultural change, embed accountability, and deliver consistently excellent services that reflect the needs and rights of our residents.

You’ll be working alongside a technically skilled and experienced team of Heads of Service; what we need now is someone who can inspire, innovate and lead transformation. Someone who can bring fresh thinking, connect services, and ensure housing management is fully integrated with property, strategy and investment. Someone who understands that housing is about social justice, and who can lead with empathy, purpose and clarity.

About you

You’ll bring deep housing systems expertise, a track record of leading change, and a commitment to resident voice and service quality. You’ll be a visible, collaborative leader who empowers others and builds trust across the organisation. You’ll also be comfortable working in a political environment, advising elected members and representing the council externally.

Lewisham is a borough that doesn’t stand still. We are ambitious for our residents and for our services. If you share that ambition — and if you’re ready to lead one of London’s most important housing services — we’d love to hear from you.

For further details, please contact our retained partners at GatenbySanderson, Frazer Thouard ([e-mail]) or Rachel Salvia ([e-mail]).

Lewisham Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We particularly welcome applications from candidates from diverse backgrounds.

Closing date: 7th December 2025.