Head of Neighbourhoods

PA Housing; Leicester; Hybrid; GBP 67,000 - 70,000; Full time

Benefits offered by this job

Health cash plans

Annual leave 26–29 days

Flexible bank holidays

Car leasing scheme

Hybrid working

Job summary

PA Housing is seeking an inspiring and strategic Head of Neighbourhood Services to lead performance, drive community engagement, and shape how we deliver neighbourhood and customer services. This senior role will oversee teams, budgets, and service improvements with a focus on resident experience and strong partnerships within Leicester.

Hybrid working is available. The role requires senior leadership in housing, a customer-first mindset, budget oversight, data-driven decisions, and excellent

Qualifications

• Significant head of service leadership experience in housing.
• Strong track record of delivering high-quality, customer-focused services.
• Experience in leading teams, managing budgets, and driving performance improvement.
• Strategic thinking with operational delivery.
• Influence and build relationships with diverse stakeholders.
• Use data and insight to inform decisions and improve outcomes.
• Excellent communication with a strong leadership presence.
• Collaborative, inclusive leadership style focused on team culture.
• Passion for innovation and continuous improvement.
• Strong understanding of housing, customer service, and regulatory environments.

Responsibilities

• Lead the Neighbourhood and Customer Engagement function, owning performance and outcomes.
• Champion a customer-first approach to meet resident needs.
• Use data and feedback to drive service improvements and satisfaction.
• Build relationships with residents, councils, community groups, and partner agencies.
• Represent PA Housing at external forums and strengthen partnerships.
• Lead, develop, and inspire teams with a high-performing culture.
• Set objectives, monitor performance, and drive accountability.
• Oversee budgets and resources to ensure value for money.
• Contribute to organisational strategy and resident plans.
• Drive innovation and encourage creative solutions.
• Promote resident involvement in decision-making.
• Identify risks and remove barriers to excellent services.

Skills

Head of service leadership

Budget management

Stakeholder engagement

Data-driven decisions

Communication

People leadership

Education

Degree in housing/management/social sciences

Professional membership (CIH or IoSC)

Job description

Salary: £67,146 per annum, rising to £70,000 after probation

Employment type: Permanent

Are you ready to lead change, shape communities, and deliver exceptional services for residents?

We’re looking for an inspiring and strategic Head of Neighbourhood Services to join PA Housing. This is a senior leadership role where you’ll drive performance, lead high-performing teams, and shape how we deliver neighbourhood and customer engagement services.

You’ll play a key role in improving the resident experience, building strong community relationships, and ensuring our services are responsive, efficient, and truly customer-focused. If you’re passionate about leadership, innovation, and making a real difference at scale, this is your opportunity to leave a lasting impact.

This isn’t your typical leadership role — you’ll be influencing strategy, driving cultural change, and continuously improving services based on real resident insight.

What's in it for you...

In addition to the salary, we offer a number of benefits, including:

• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays - take them when it suits you
• Car leasing scheme
• Hybrid working - offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role (mandatory office cover).

What you'll be doing...

• Lead the Neighbourhood and Customer Engagement function, taking ownership of service performance and outcomes
• Champion a customer-first approach, ensuring resident needs are understood, anticipated, and met
• Use data, insight, and feedback to drive service improvements and deliver excellent resident satisfaction
• Build and maintain strong relationships with residents, local authorities, community groups, and partner agencies
• Represent PA Housing at external forums, strengthening partnerships and influence
• Lead, inspire, and develop teams, creating a positive, high-performing culture
• Set clear objectives, monitor performance, and drive accountability across your teams
• Oversee budgets and resources, ensuring services deliver value for money
• Contribute to organisational strategy, shaping corporate and resident plans
• Drive innovation by challenging traditional approaches and encouraging creative solutions
• Promote resident involvement and community engagement in decision-making
• Identify risks, resolve issues, and remove barriers to delivering excellent services

What we’re looking for...

We’d love to hear from you if you:

• Have significant head of service leadership experience in housing (essential)
• Have a strong track record of delivering high-quality, customer-focused services
• Are experienced in leading teams, managing budgets, and driving performance improvement
• Can think strategically while also delivering operational results
• Are confident influencing and building relationships with a wide range of stakeholders
• Use data and insight to inform decisions and improve outcomes
• Are an excellent communicator with strong leadership presence
• Bring a collaborative, inclusive approach and can build a positive team culture
• Are passionate about innovation and continuous improvement
• Have a strong understanding of housing, customer service, and regulatory environments
• Degree (or equivalent) in a relevant subject such as housing, management, or social sciences
• Professional membership (e.g. Chartered Institute of Housing or Institute of Customer Service)

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.

Interview dates: 19th and 20th October in our Leicester office (subject to change)

Additional role requirements:

Full UK Driving License and access to vehicle for travel

DBS Check

Disclosure and Barring Service:

This role requires of the successful candidate to complete a standard DBS check. A standard DBS check will show any spent and unspent convictions.

So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing.

Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action , if any, have you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.