Head of Tenant Service

Medway Council; Chatham; On-site; GBP 125,000 - 150,000; Full time

Job summary

A local authority in the South East of England is seeking a Head of Tenant Services to manage tenancy and estate functions, including tenant engagement and income collection. You will lead key initiatives to support residents' independence and ensure housing services meet regulatory standards. This strategic role requires significant leadership experience and a CIH Level 5 qualification or equivalent. The position offers a generous benefits package and the opportunity to make a positive impact on the community.

Benefits

Generous annual leave entitlement

Local government pension scheme

Access to training and development

Flexible working scheme

Travel plan discounts

Employee discount scheme

Qualifications

• Significant leadership experience in housing services.
• Ability to drive change and manage budgets, projects, and service plans.

Responsibilities

• Oversee income collection and tenancy management.
• Lead estate cleaning and grounds maintenance functions.

Skills

Leadership experience

Strategic vision

Communication skills

Budget management

Education

Chartered Institute of Housing (CIH) Level 5

Degree-level education or equivalent experience

Job description

About the Role

We are seeking an experienced and dynamic Head of Tenant Services to lead our tenancy and estate management functions, including neighbourhood services, leaseholders, rental income, homes for independent living, tenant engagement, and housing ICT. This is a pivotal role within our Housing Senior Management Team, driving forward improvements and ensuring tenants remain at the heart of everything we do.

Responsibilities

You will oversee key areas such as:

• Income collection (circa £17m) and tenancy sustainment.
• Leaseholder services, land sales, and Right to Buy applications.
• Tenancy management, including anti-social behaviour interventions and allocations.
• Homes for Independent Living, supporting residents to live independently.
• Tenant engagement and data insight to deliver a tenant-led landlord service.
• Leading client functions for estate cleaning and grounds maintenance.

Role Impact

This role is central to delivering the One Medway Plan (2024–2028) and achieving compliance with the Regulator for Social Housing’s Continuous Improvement Plan, following our C2 Judgement in November 2024 and our aspirations to achieve a C1 in 2026.

About You

• Chartered Institute of Housing (CIH) Level 5 or above (or willing to achieve within 12 months)
• Degree-level education or equivalent experience
• Significant leadership experience in housing services
• Strong strategic vision and ability to drive change
• Excellent communication and stakeholder management skills
• Proven ability to manage budgets, projects, and service plans

Ready to make a difference?

Apply now and help us deliver high-quality housing services lives.

In return we offer you:

• Generous annual leave entitlement
• Generous local government pension scheme package
• Access to wider training and development qualifications
• Flexible working scheme
• Travel plan discounts
• Car Benefit Scheme from Tusker
• Access to CAREFIRST advice & counselling service
• Employee discount scheme for national and local retailers
• Further details are available here: https://www.childcarechoices.gov.uk/

Our organisation

Medway is a unitary authority in the South East of England, made up of the towns of Strood, Rochester, Chatham, Gillingham and Rainham and more rural areas, including the Hoo Peninsula.

Situated in Kent in the South-East of England, the area has plenty of green spaces, excellent facilities and easy access to the national motorway and rail networks, facilitating superb transport links to London.

We provide all local Government services for a quarter of a million people, looking after education, environment, social care, housing, planning, business and much more – everything from frontline services such as rubbish collection and events like the Dickens Festival to work that goes on behind the scenes to ensure services in Medway run smoothly and cost effectively.

Working at Medway Council means that you get to be part of this journey working alongside talented, professional colleagues to drive forward change to transform the lives of our residents and the communities they live in.

Important Information

Applicants must be able to demonstrate all essential requirements as listed in the job profile.

Equal Opportunities Commitment Statement

Medway Council is committed to creating an inclusive work environment with a diverse workforce. All appropriately qualified candidates will receive consideration for employment without regard to gender, race, colour, ethnic or national origin, disability, marital status, family commitments, sexual orientation, age, HIV status, religious or political beliefs, social class or trade union activity or irrelevant spent conviction.

For further information please refer to the Medway information pack available as a download or to view online.

Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.

Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.

We reserve the right to close this vacancy at any time prior to the closing date.