Resident Services Lead — Safer Homes & Thriving Communities

Gateway Housing Association; Bow; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Annual Leave with bank holidays

Health and wellbeing membership

Dental, optician, and private medical支

Employee Assistance Programme

Pension – up to 10% employer contrib.

Job summary

Gateway Housing Association seeks an experienced Resident Services Team Leader to direct frontline tenancy management and resident services, ensuring safe, compliant homes and thriving communities. You will drive service improvements, manage vulnerable residents, and uphold Awaab’s Law compliance within a London East End context.

You will oversee a team, monitor complaints with empathy, and work toward the October 2026 competence standards, while ensuring KPIs and audits are met to deliver

Qualifications

• Thorough understanding of Regulator of Social Housing (RSH) Standards.
• Knowledge of Awaab’s law or tenancy law.
• Experience of leading a housing or resident services team.
• Analytical and logical skills with excellent problem solving.
• Ability to manage conflict and handle challenging situations.

Responsibilities

• Deliver high-quality tenancy management and estate services, including bespoke arrangements where needed.
• Motivate and train Resident Services Specialists to perform to a high standard.
• Oversee Stage 1 complaints ensuring empathy and timely Housing Ombudsman responses.
• Aim for compliance with the October 2026 Competence and Conduct Standard and housing qualifications.
• Ensure the team meets Tenant Satisfaction Measures (TSMs) and internal KPIs, including audits and inspections.

Skills

RSH Standards

Awaab's Law

Team Leadership

Analytical Thinking

Conflict Management

Education

Housing qualification

Job description

Gateway Housing Association seeks an experienced Resident Services Team Leader to direct frontline tenancy management and resident services, ensuring safe, compliant homes and thriving communities. You will drive service improvements, manage vulnerable residents, and uphold Awaab’s Law compliance within a London East End context.

You will oversee a team, monitor complaints with empathy, and work toward the October 2026 competence standards, while ensuring KPIs and audits are met to deliver