Lettings Manager

The Wrekin Housing Group Limited; Stafford; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

31 days holiday

Pension scheme

Healthcare portal

Eye care vouchers

Cycle to work

Job summary

Housing Plus Group is seeking a proactive Lettings Manager to lead a high‑performing lettings service, maximise housing stock use and deliver effective solutions for customers. You will shape waiting lists, nominations and applications while driving performance, customer service and collaboration with local authorities.

You will develop innovative, customer‑focused lettings strategies, oversee complaint handling and use data to continuously improve outcomes for customers and communities.

Qualifications

• Proven experience delivering housing lettings-related policies and services.
• Strong leadership and people management capabilities.
• Ability to analyse data to inform decisions and improve outcomes.
• Experience building partnerships with local authorities and external partners.
• Commitment to customer service excellence and service improvement.

Responsibilities

• Lead waiting lists, nominations, and applications with a clear vision for operational effectiveness and positive customer outcomes.
• Develop customer‑focused solutions to improve access to housing and maximise lettings performance.
• Build strong relationships with local authorities, manage nomination agreements and homelessness initiatives.
• Collaborate with authorities to streamline nomination processes and minimise delays or failed nominations.
• Oversee service complaints, ensuring compliance with applicable codes and delivering timely resolutions.
• Analyse trends and performance data to identify opportunities for continuous service improvement.
• Work with regional teams on demand analysis, marketing strategies for hard‑to‑let homes and locality insights.
• Partner with Development to influence new builds and future developments through data and locality intelligence.
• Lead and develop the team, fostering high performance, accountability and exceptional customer service.

Skills

People management

Policy development

Data analysis

Stakeholder management

Change leadership

Communication

Education

CIH Level 4 management qualification

Job description

The following content displays a map of the jobs location - Stafford

We have an exciting opportunity for a proactive and customer-focused Lettings Manager to join our team.

In this key leadership role, you will be responsible for delivering an efficient, high-performing lettings service that maximises the use of housing stock and provides effective housing solutions for our customers. You'll lead the development and delivery of lettings strategies, ensuring homes are let promptly and in accordance with the Group Lettings Policy, local authority nomination agreements and regulatory requirements.

Working collaboratively with internal teams and external partners, you will drive service excellence, influence housing allocation practices, and use customer insight and performance data to continuously improve outcomes for customers and communities.

What you’ll be doing

• Lead and shape the Group's approach to waiting lists, nominations and applications, creating a clear vision that supports both operational effectiveness and positive customer outcomes.
• Develop innovative, customer-focused solutions that improve access to housing and maximise lettings performance.
• Build and maintain strong relationships with local authority partners, working alongside Housing Leads to manage nomination agreements, local lettings plans and homelessness initiatives.
• Work collaboratively with local authorities to ensure efficient nomination processes, reducing delays and minimising failed nominations.
• Oversee complaints within the service, ensuring compliance with the Housing Ombudsman's Complaint Handling Code and delivering timely, effective resolutions.
• Analyse complaint trends, customer feedback and service performance data to identify opportunities for continuous improvement.
• Work closely with regional teams to understand local demand, develop marketing strategies for hard-to-let homes and monitor their effectiveness.
• Partner with the Development team to influence new-build programmes and future developments through demand analysis and locality intelligence.
• Lead, develop and motivate colleagues, fostering a culture of high performance, accountability and exceptional customer service.

What we are looking for

• CIH Level 4, management qualification, or willingness to work towards one.
• Proven experience of developing, implementing and delivering housing, allocations or lettings-related policies, procedures and services.
• Strong people management experience, with the ability to lead, coach and develop high-performing teams.
• A passion for delivering excellent customer service and improving customer outcomes.
• Experience of driving service improvement and embedding a customer-focused culture.
• Ability to analyse complex information and use data to inform decision-making.
• Strong stakeholder management skills, with experience of building effective partnerships both internally and externally.
• Proven ability to lead change, influence others and drive service transformation.
• Excellent communication and relationship-building skills.

Please see the job description for the full list of essential and desirable criteria.

What we can offer you

• 31 days holiday and bank holidays.
• Option to join our contributory pension scheme.
• Access to a dedicated Employee Healthcare Portal.
• Eye care vouchers.
• Cycle to work scheme.

Please see our HPG Benefits page for more information.

About Us

We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home.

The way we work is shaped by three simple behaviours:

• Own it – make it happen
• Improve it - move things forward.
• Live it – show understanding and compassion

We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.

Our Inclusive Culture:

The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusive isn’t only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.

Interviews may take place throughout the advert

• We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
• We may close this vacancy early if we receive a high volume of applications.
• If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

*Terms and Conditions are subject to review and may be amended from time to time, any changes to benefits advertised would be discussed during offer and onboarding.