Principal Allocations Manager

Royal Borough of Greenwich; Woolwich; On-site; GBP 49,000 - 52,000; Full time

Job summary

The Royal Borough of Greenwich is seeking an experienced Allocations Manager for a 12-month fixed-term contract at The Woolwich Centre. You will lead the Allocations Team and manage complex housing cases, ensuring the delivery of high-quality services under the Choice Based Lettings framework.

You will handle complaints, FOI responses, and enquiries, providing expert guidance to staff while driving continuous service improvement and compliance with housing legislation and best practice.

Responsibilities

• Lead the Allocations Team and oversee the delivery of housing services.
• Supervise the Senior Allocations Officer and drive service excellence.
• Develop and implement innovative models of practice, including Choice Based Lettings (CBL).
• Manage complaints, case reviews, and complex cases with timely, statutory compliance.
• Oversee FOI requests, MP/Member enquiries, and Ombudsman investigations.
• Provide expert guidance to staff on complex housing cases, including applicant interviews.

Job description

The following content displays a map of the jobs location - The Woolwich Centre

Job Reference royalgreenwich/TP/1509/844

Number of Roles:

1

Type of Role:

Fixed-term

12 months

PO4 - £49,056 to 52,194

35

Main Location:

The Woolwich Centre

Closing Date:

14/09/2026

Job Category:

Housing services

Region / Division:

The Woolwich Centre

Directorate:

Housing and Safer Communities

Job Introduction

Principal Allocations Manager - 12 months Fixed-Term contract

We are seeking an experienced Allocations Manager to lead our staff and oversee the delivery of high-quality housing services. You will be responsible for the overall management of the Allocations Team, providing direct supervision to the Senior Allocations Officer and driving excellence across the service. This is a pivotal role where you will lead the development and implementation of innovative models of practice, including all aspects of our Choice Based Lettings (CBL) scheme.

A significant and core element of this role is the management of complaints, case reviews, and complex casework. You will take ownership of high-profile, sensitive, and escalated cases, ensuring that complaints are thoroughly investigated, case review requests are considered and determined in accordance with legislation and policy, and appropriate remedies are identified and implemented where required. You will be responsible for overseeing and coordinating responses to Freedom of Information (FOI) requests, Member and MP enquiries, and Local Government and Social Care Ombudsman investigations, ensuring all correspondence is accurate, comprehensive, and delivered within statutory and corporate timescales.

The post requires providing expert guidance and support to staff on the most complex housing cases, including interviewing applicants directly, reviewing contested decisions, and taking decisive action to resolve long-standing and challenging issues. You will monitor trends arising from complaints and case reviews, using lessons learned to drive continuous service improvement, enhance customer experience, and ensure compliance with relevant housing legislation and best practice.

You must have the ability to meet demanding performance targets while maintaining the highest standards of customer service, quality assurance, and statutory compliance.

Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.