Head of Local Link & Lettings - Resident Experience

Southern Housing; Fleet; On-site; GBP 70,000 - 90,000; Full time

Job summary

Southern Housing is seeking a senior leader to head the London North West Resident Experience team, aligning Local Link delivery with allocations, lettings, and tenancy services. You will partner with authorities, providers and resident groups to steer continuous improvement and resident-focused outcomes.

You will drive governance, performance insights, and change initiatives while managing budgets and cross-functional teams across tenancy, home ownership and independent living.

Qualifications

• Significant experience leading operational housing teams.
• Strong knowledge of allocations, lettings and rehousing processes.
• Experience working with regulatory frameworks, governance and compliance requirements.
• Excellent stakeholder management and partnership-building skills.
• Strong leadership, coaching and people development experience.
• Ability to analyse performance information and use data to improve services.
• Excellent communication, influencing and negotiation skills.
• Experience managing change and delivering continuous improvement.
• A customer-focused approach and commitment to delivering excellent resident outcomes.
• A full UK driving licence and access to a vehicle.

Responsibilities

• Leading the Local Link service across the London North West region, delivering excellent neighbourhood and resident-focused services.
• Providing strategic leadership for allocations and lettings, ensuring compliance, good governance, and best practice.
• Leading multidisciplinary teams delivering services across tenancy, home ownership and independent living.
• Building strong relationships with local authorities, external partners and stakeholder groups.
• Using performance information, insight and resident feedback to drive service improvements.
• Overseeing audits, regulatory compliance, risk management and service assurance activities.
• Leading resident engagement, including working with resident panels and ensuring residents influence service delivery.
• Managing budgets, contracts and resources to deliver value for money.
• Supporting and developing colleagues through effective leadership, coaching and performance management.
• Leading complex operational issues, service improvements and organisational change initiatives.

Skills

Operational housing leadership

Allocations & lettings

Regulatory compliance

Stakeholder management

Leadership & coaching

Data-driven service improvements

Communication & negotiation

Change management

Customer-focused outcomes

Job description

Southern Housing is seeking a senior leader to head the London North West Resident Experience team, aligning Local Link delivery with allocations, lettings, and tenancy services. You will partner with authorities, providers and resident groups to steer continuous improvement and resident-focused outcomes.

You will drive governance, performance insights, and change initiatives while managing budgets and cross-functional teams across tenancy, home ownership and independent living.