Resident Services Team Lead: Safe Homes & Communities

Gateway Housing Association; Devon and Torbay; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Annual Leave 28 days

Health & Wellbeing

Dental/Optical/Private medical

Employee Assistance Programme

Employer Pension 10%

Job summary

Gateway Housing Association in London is seeking an experienced Resident Services Team Leader to oversee a frontline team delivering compliant tenancy management and resident services across our estates. You will drive service improvements, ensure home safety and Awaab's Law compliance, and engage proactively with residents to build thriving, safe communities in line with Gateway's objectives.

You'll be responsible for staff development, handling Stage 1 complaints with empathy, meeting KPIs,

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.
• Leadership skills.

Responsibilities

• Lead a frontline resident services team to deliver high-quality tenancy management.
• Drive service improvements and ensure home safety compliance.
• Oversee Stage 1 complaints with empathy and speed.
• Personal accountability for meeting the October 2026 Competence and Conduct Standard.
• Meet Tenant Satisfaction Measures (TSMs) and internal KPIs, including tenancy audits and estate inspections.

Skills

RSH Standards

Awaab's law

Leadership

Analytical thinking

Conflict management

Education

Housing qualification

Job description

Gateway Housing Association in London is seeking an experienced Resident Services Team Leader to oversee a frontline team delivering compliant tenancy management and resident services across our estates. You will drive service improvements, ensure home safety and Awaab's Law compliance, and engage proactively with residents to build thriving, safe communities in line with Gateway's objectives.

You'll be responsible for staff development, handling Stage 1 complaints with empathy, meeting KPIs,