Housing for Older People Lead

PA Housing; Greater London; Hybrid; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Health cash plans

26 days’ annual leave

Flexible bank holidays

Car leasing scheme

Hybrid working

Job summary

PA Housing is seeking a Housing for Older People Lead in London to deliver high quality, customer focused services across our schemes. You’ll build relationships with residents, oversee safe and welcoming environments, and shape future service development.

You’ll engage with residents, colleagues and partners to drive wellbeing, independence and tenancy sustainment, including safeguarding, evictions, and continuous service improvements.

Qualifications

• Experience of delivering customer focused housing, care, supported or independent living services.
• Strong understanding of the issues and challenges affecting older people and the communities we serve.
• Experience of managing and improving services, with a focus on delivering positive outcomes.
• Experience of working collaboratively with residents and using customer insight or data to shape services.
• Strong experience of partnership working with internal and external stakeholders.
• Experience of managing, motivating and supporting colleagues to achieve performance and service improvement.
• A strategic approach to problem solving, change management and service development.
• Excellent communication, influencing and relationship building skills.
• Ability to analyse information, identify root causes and turn findings into practical improvements.
• Strong organisational skills, with the ability to manage competing priorities and work to deadlines.
• Good IT and Microsoft Office skills, with the ability to produce reports and present information clearly.
• Good understanding of financial and risk management, with the ability to identify and respond to issues early.
• A flexible and resilient approach, with the ability to work effectively in a changing environment.
• A full UK driving licence.
• Relevant qualifications, training or experience that demonstrate you have the skills and knowledge required for the role.

Responsibilities

• Build positive and trusted relationships with residents living in our Independent Living schemes, making sure you’re a visible and accessible presence.
• Provide a proactive housing management service, including home visits, scheme surgeries and support with tenancy related matters.
• Work with residents to promote wellbeing, independence and tenancy sustainment, including signposting and referrals to appropriate external agencies.
• Identify and appropriately escalate safeguarding concerns, ensuring the safety and wellbeing of vulnerable adults remains a priority.
• Manage customer enquiries, complaints and housing related issues, making sure residents receive a timely and professional service.
• Keep resident information accurate and up to date, including contact details and support needs.
• Work with Asset Management colleagues to review the financial viability, condition and future needs of Housing for Older People schemes.
• Monitor responsive repairs and identify recurring issues or trends that could affect safety, quality or customer satisfaction.
• Contribute to planned maintenance, investment priorities and communal space improvements.
• Support options appraisals for schemes where future investment, redesign or changes to the service may be required.
• Complete and maintain Individual Personal Emergency Evacuation Plans (iPeeps), making sure they reflect individual residents’ needs and circumstances.
• Work with colleagues to make sure evacuation arrangements, equipment and risk assessments reflect the needs identified through iPeeps.
• Support scheme wide evacuation drills and use learning from exercises and incidents to improve individual plans and arrangements.
• Work with colleagues, contractors, suppliers and other partners to improve services and performance.
• Use customer feedback and data to identify issues, influence decisions and drive continuous improvement.

Job description

Salary: £37,154 per annum, rising to £38,733 after probation

Location: London

Employment type: Permanent

Additional role requirements:

Full UK Driving License and access to own vehicle for travel

Standard DBS Check

Are you passionate about creating great places for older people to live?

We’re looking for a Housing for Older People Lead to help us deliver high quality, customer focused services across our Housing for Older People schemes.

This is a varied role where you’ll build strong relationships with residents, make sure our schemes are safe, welcoming and well managed, and help shape how our Housing for Older People offer develops in the future.

You’ll be a visible presence across our schemes, working closely with residents, colleagues and external partners to understand what matters to our customers and make positive improvements. From community engagement and tenancy management to scheme reviews, safeguarding and emergency planning, you’ll have a real opportunity to make a difference to residents’ wellbeing, independence and sense of belonging.

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. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing……

• Build positive and trusted relationships with residents living in our Independent Living schemes, making sure you’re a visible and accessible presence
• Provide a proactive housing management service, including home visits, scheme surgeries and support with tenancy related matters
• Work with residents to promote wellbeing, independence and tenancy sustainment, including signposting and referrals to appropriate external agencies
• Identify and appropriately escalat[e]e safeguarding concerns, ensuring the safety and wellbeing of vulnerable adults remains a priority
• Manage customer enquiries, complaints and housing related issues, making sure residents receive a timely and professional service
• Keep resident information accurate and up to date, including contact details and support needs
• Work with Asset Management colleagues to review the financial viability, condition and future needs of Housing for Older People schemes
• Monitor responsive repairs and identify recurring issues or trends that could affect safety, quality or customer satisfaction
• Contribute to planned maintenance, investment priorities and communal space improvements
• Support options appraisals for schemes where future investment, redesign or changes to the service may be required
• Complete and maintain Individual Personal Emergency Evacuation Plans (iPeeps), making sure they reflect individual residents’ needs and circumstances
• Work with colleagues to make sure evacuation arrangements, equipment and risk assessments reflect the needs identified through iPeeps
• Support scheme wide evacuation drills and use learning from exercises and incidents to improve individual plans and arrangements
• Work with colleagues, contractors, suppliers and other partners to improve services and performance
• Use customer feedback and data to identify issues, influence decisions and drive continuous improvement

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.

What we’re looking for:

• Experience of delivering customer focused housing, care, supported or independent living services
• Strong understanding of the issues and challenges affecting older people and the communities we serve
• Experience of managing and improving services, with a focus on delivering positive outcomes
• Experience of working collaboratively with residents and using customer insight or data to shape services
• Strong experience of partnership working with internal and external stakeholders
• Experience of managing, motivating and supporting colleagues to achieve performance and service improvement
• A strategic approach to problem solving, change management and service development
• Excellent communication, influencing and relationship building skills
• Ability to analyse information, identify root causes and turn findings into practical improvements
• Strong organisational skills, with the ability to manage competing priorities and work to deadlines
• Good IT and Microsoft Office skills, with the ability to produce reports and present information clearly
• Good understanding of financial and risk management, with the ability to identify and respond to issues early
• A flexible and resilient approach, with the ability to work effectively in a changing environment
• A full UK driving licence
• Relevant qualifications, training or experience that demonstrate you have the skills and knowledge required for the role

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.

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.