Head of Housing

B3 Living; Broxbourne; On-site; GBP 75,000 - 110,000; Full time

Job summary

B3 Living in Broxbourne is seeking a Head of Housing to lead Housing Services, align strategies with corporate objectives and drive customer-focused performance. You will manage risk, policy development and major cross-organisational programmes while ensuring statutory compliance and strong governance.

The role requires senior leadership experience in housing management, safeguarding, and financial oversight, with an emphasis on delivering value and innovative service delivery.

Qualifications

• Experience of performance management and continuous improvement.
• Experience leading complex organisational change with multiple stakeholders.
• Corporate leadership across the wider organisation.
• Experience developing operational strategies and policies for housing-related services.
• Experience managing regulatory, operational and reputational risk in housing services.
• Strong safeguarding knowledge and partnership work with statutory agencies.
• Ability to lead a large multi-disciplinary team on organisation-wide projects.

Responsibilities

• Contribute to leadership across the organisation, supporting governance and risk management.
• Lead Housing Services strategies, policies and plans aligned to corporate objectives.
• Provide effective leadership across housing management functions and drive customer satisfaction.
• Ensure compliance with legislation and regulation including tenancy enforcement and complaints handling.
• Oversee contracts for housing services and monitor performance and value for money.
• Oversee repairs logging and diagnosis in collaboration with Head of Repairs.
• Maintain relationships with stakeholders and participate in sector partnerships.
• Lead tenant engagement strategies and cross-organisational programmes.
• Oversee financial management including budgets and forecasts.
• Act as Safeguarding Lead with partnership with statutory agencies.

Skills

Performance management

Change management

Leadership

Strategic planning

Data interpretation

Education

Degree qualified

CIH Level 5

Tools

Microsoft Office

Housing software

Job description

Job title: Head of Housing
Responsible to: Executive Director (Operations)
Department: Housing Services

Why This Job matters

In this role you will contribute to the effective leadership, governance and operational management of B3Living as a member of the Leadership Team and leads the strategic direction and performance of Housing Services.

You’ll be responsible for corporate and operational risk, the assets and liabilities register and internal audit management functions along with a range of other corporate duties and projects.

What you’ll be doing

• As a member of the Leadership Team, contribute to the effective leadership of B3Living by working collaboratively across the organisation, supporting good governance and risk management, role-modelling B3Living’s values and behaviours and taking collective responsibility for the successful delivery of organisational objectives.
• Lead the development, implementation and review of Housing Services strategies, policies and plans, including the Customer Strategy and Independent Living Strategy, ensuring services remain customer-focused, compliant, effective and aligned to B3Living’s corporate objectives.
• Provide effective leadership across Housing Services for all housing management functions, fostering a culture of service excellence, innovation and continuous improvement to drive upper quartile customer satisfaction results.
• Ensure Housing Services operates in compliance with relevant legislation and regulation, including tenancy enforcement, leasehold management (e.g. S20 notices), complaints handling (including Ombudsman complaints) and the Housing Act. Stay up to date with legislative changes and best practice and lead the development and review of policies and high-quality services in collaboration with service users and stakeholders.
• Provide strategic oversight of Housing Services contracts (e.g. grounds maintenance, window cleaning and support service agreements), ensuring appropriate governance, procurement, performance monitoring and value for money, while maintaining assurance that contractual obligations and service standards are met.
• Management oversight of the team responsible for repairs logging and diagnosis, ensuring efficient triage and resolution and working closely with the Head of Repairs to ensure this service is run effectively for both customers and for colleagues completing the repairs.
• Maintain effective relationships with key stakeholders, including local authorities, elected members, public sector agencies, contractors, funders, local businesses and voluntary organisations. Represent B3Living in sector wide forums, working groups, and partnerships to influence policy and share best practice.
• Lead on the development and delivery of tenant engagement strategies for Housing Services, ensuring tenants have a strong voice in service design and delivery.
• Lead major cross-organisational programmes and change initiatives beyond housing services, including stock transfers, service transformation and customer improvement projects ensuring effective planning, stakeholder engagement, communication and implementation
• Lead the financial management of Housing Services, including the development, monitoring and control of budgets and forecasts, ensuring effective use of resources, value for money, and compliance with financial regulations and organisational objectives.
• Act as the organisation’s Safeguarding Lead, providing strategic direction, oversight and assurance on safeguarding matters, maintaining effective partnerships with statutory agencies and ensuring safeguarding responsibilities are embedded across all services.

What you’ll need

Here’s a summary of the type of experience, skills, knowledge and behaviours you’ll need on appointment to this role. In addition, due to the nature of this role, you’ll be required to undertake an enhanced DBS check, hold a valid driving license and have access to a car.

Experience

• Experience of and commitment to performance management and continuous improvement.
• Experience of leading complex organisational change and cross-organisational projects involving multiple stakeholders.
• Corporate leadership experience across the wider organisation, not limited to operational areas.
• Significant experience of developing and implementing operational strategies and policies for housing-related services.
• Experience of managing regulatory, operational and reputational risk within housing services.
• Strong understanding of safeguarding and experience of partnership working with statutory agencies.
• Able to work collaboratively and effectively lead a large multi-disciplinary team,particularly when working on organisation wide projects.

Skills and knowledge

• Degree qualified or equivalent professional qualification.
• Strong knowledge of the housing sector, housing management and relevant legislation and good practice. Able to practically apply this knowledge and make challenging decisions.
• Excellent computer literacy, fully competent in Microsoft Office and able to adapt to a range of systems and programs used across teams.
• Ability to collate, interpret, present and make decisions based on complex data.
• Strong written communication skills, with the ability to produce clear, effective reports for Board and senior stakeholders.
• Strong commercial acumen, with the ability to interpret complex financial information and manage significant budgets.
• CIH Level 5 or equivalent housing-related qualification is desirable

Important Ways of Working for this role. You’ll need to:

Working together

• Motivate and encourage people to work together.
• Embed equality, diversity and inclusion in all aspects of work.

Embracing change

• Champion change and enable others to see the benefits.
• Welcome being challenged and respond positive to feedback.

Achieving impact

• Ensure customer needs are factored in service design / delivery.
• Make difficult, timely and rational business decisions.

Managing and developing myself and others

• Encourage and support decision making and accountability in others.
• Show an awareness of how your behaviour impacts others.

For more information, please review recruitment pack attached below.