Performance & Quality Assurance Lead - Reading

Affinity Management Group; Reading; On-site; GBP 35,000 - 55,000; Full time

Job summary

Affinity Housing is seeking a Performance and Quality Assurance professional based in Reading to oversee back-office functions, report on contract performance, and ensure data compliance under our governance framework.

You will manage interfaces with repairs and maintenance, support the Area Housing Manager, and foster a performance-driven culture focused on improvement, accountability, and service quality.

Qualifications

• Good understanding of housing law, tenancy management, and enforcement processes.
• Experience in monitoring and reporting on performance in a social housing setting.
• Understanding of the Housing Ombudsman Complaint Handling Code.
• Understanding of the Regulator of Social Housing Consumer Standards and compliance frameworks.
• Understanding of UK GDPR and the Data Protection Act 2018.
• Knowledge of health and safety compliance in social housing setting.
• Excellent organisational and IT skills, with experience of using housing management systems and reporting tools.
• Experience working within a PFI or partnership housing management environment.

Responsibilities

• Collate, validate, analyse, and provide relevant exception reporting on a monthly cycle to the Area Housing Manager prior to submission to the client.
• Ensure visibility of our performance in our office, newsletter, website, and digital channels.
• Lead on the preparation of key performance information including collation, validation, and analysis. Where there are exceptions, produce a performance improvement plan.
• Manage and process requests for information from Affinity Reading Board and the client in relation to our key performance indicators and contractual performance.
• Maintain oversight of resident led metrics including transactional surveys, tenant satisfaction measures, and complaints ensuring appropriate plans for improvement are delivering with relevant parties.
• Monitor website traffic and activity from comms campaigns that we run reactively or planned.
• Maintain professional relationships with Affinity Reading Board, Wates Property Services, client, partners, and stakeholders.
• Collaborate with colleagues, the client, partners, agencies, and sub-contractor to produce a resident newsletter at least twice a year.
• Develop an annual calendar of resident engagement activities ensuring they are widely publicised using a range of appropriate channels and report on outcomes.
• Maintain a central register of operational policies, procedures, and document templates ensuring they comply with our contract and updated in a timely manner including reflecting any changes driven by regulatory and legislative changes.
• Responsible for ensuring we complete transactional satisfaction surveys for our key activities including complaints, anti-social behaviour and lettings and lead on conducting lessons learnt with Affinity Housing and repairs and maintenance colleagues.
• Monitor and report on our call handling performance using our telephony dashboard escalating issues to the Area Housing Manager.
• Ensure the management of complaints are in line with the Housing Ombudsman’s Complaint Handling Code.
• Ensure lessons are learnt from complaints and commitments are delivered within agreed timeframes.
• Manage escalated customer complaints, Housing Ombudsman enquiries, and Subject Access Requests (SARs), ensuring timely and accurate responses in line with policy and regulation.
• Promote and engage staff in learning from complaints and customer feedback to inform service improvements.
• Monitor our compliance with the respective Regulator of Social Housing standards and report the outcomes at least quarterly to the Area Housing Manager.
• Maintain oversight of our operational interface trackers ensuring the information is up to date particularly high-risk areas including no access cases, complaint commitments, and safeguarding.
• Support the Area Housing Manager to ensure compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).

Skills

Housing law understanding

Organisational skills

IT skills

Stakeholder management

Education

CIH Level 4 or higher

Tools

Housing management systems

Reporting tools

Job description

Advertised for an on behalf of Affinity Housing - Based in Reading, the Performance and Quality Assurance will oversee the back-office functions of Affinity Housing Services.

Accountable to the Area Housing Manager, you’ll be responsible for reporting on contract performance, maintaining data compliance, delivery of contractual programmed activities, effective management of the interfaces with the repairs and maintenance contractor, providing business assurance by complying with our contract management and governance framework.

You’ll support the Area Housing Manager to ensure we drive a performance driven culture focussing on continuous improvement, accountability and personal responsibility.

You’ll work with and maintain external relationships with key partners including the PFI Board, Local Authority, statutory and voluntary agencies.

The role also includes oversight of the office facilities and ensuring our offices meets contractual, legal, and regulatory requirements.

Key Responsibilities

• Collate, validate, analyse, and provide relevant exception reporting on a monthly cycle to the Area Housing Manager prior to submission to the client.
• Ensure visibility of our performance in our office, newsletter, website, and digital channels.
• Lead on the preparation of key performance information including collation, validation, and analysis. Where there are exceptions, produce a performance improvement plan.
• Manage and process requests for information from Affinity Reading Board and the client in relation to our key performance indicators and contractual performance.
• Maintain oversight of resident led metrics including transactional surveys, tenant satisfaction measures, and complaints ensuring appropriate plans for improvement are delivering with relevant parties.
• Monitor website traffic and activity from comms campaigns that we run reactively or planned.
• Maintain professional relationships with Affinity Reading Board, Wates Property Services, client, partners, and stakeholders

Resident Experience

• Collaborate with colleagues, the client, partners, agencies, and sub-contractor to produce a resident newsletter at least twice a year.
• Develop an annual calendar of resident engagement activities ensuring they are widely publicised using a range of appropriate channels and report on outcomes.
• Maintain a central register of operational policies, procedures, and document templates ensuring they comply with our contract and updated in a timely manner including reflecting any changes driven by regulatory and legislative changes.
• Responsible for ensuring we complete transactional satisfaction surveys for our key activities including complaints, anti-social behaviour and lettings and lead on conducting lessons learnt with Affinity Housing and repairs and maintenance colleagues.
• Monitor and report on our call handling performance using our telephony dashboard escalating issues to the Area Housing Manager.

Resident Feedback

• Ensure the management of complaints are in line with the Housing Ombudsman’s Complaint Handling Code.
• Ensure lessons are learnt from complaints and commitments are delivered within agreed timeframes.
• Manage escalated customer complaints, Housing Ombudsman enquiries, and Subject Access Requests (SARs), ensuring timely and accurate responses in line with policy and regulation.
• Promote and engage staff in learning from complaints and customer feedback to inform service improvements.

Compliance & Regulation

• Monitor our compliance with the respective Regulator of Social Housing standards and report the outcomes at least quarterly to the Area Housing Manager.
• Maintain oversight of our operational interface trackers ensuring the information is up to date particularly high-risk areas including no access cases, complaint commitments, and safeguarding.
• Support the Area Housing Manager to ensure compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).

Person Specifications:

• Good understanding of housing law, tenancy management, and enforcement processes.
• Experience in monitoring and reporting on performance in a social housing setting.
• Understanding of the Housing Ombudsman Complaint Handling Code.
• Understanding of the Regulator of Social Housing Consumer Standards and compliance frameworks.
• Understanding of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).
• Knowledge of health and safety compliance in social housing setting.
• Excellent organisational and IT skills, with experience of using housing management systems and reporting tools.
• Experience working within a PFI or partnership housing management environment.
• Experience managing facilities or office operations, including health and safety compliance.
• CIH Level 4 or higher (or willingness to work towards a relevant professional qualification).
• Experience working collaboratively with legal teams, enforcement agencies, or contractors.