Resident Services Team Leader

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 has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London’s East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes and also run our own in-house maintenance service, Gateway Homeworks.

Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

We are an Investors in People - GOLD accredited employer and you will be joining at an exciting time to be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence.

As a community housing association based in the East End for nearly 100 years, we’re proud of the work we do to address the housing crisis through building and managing great homes.

We are seeking an experienced Resident Services Team Leader to lead a frontline team to deliver high-quality, compliant tenancy management and resident services that meet the relevant Regulatory Standards. You will be responsible for driving service improvements, ensuring home safety (including Awaab's Law compliance), and fostering thriving, sustainable communities through proactive resident engagement aligned to Gateway’s objective to provide safe homes and communities that people feel proud to live in.

Your accountabilities will include but not be limited to:

• Responsible for ensuring both housing and estate management are delivered at a high level and that bespoke arrangements are in place where necessary, this includes tenancy management, working with vulnerable residents, parking, bicycle and pram storage
• Ensure the Resident Services Specialists are motivated, performing to a high standard consistently and receive appropriate training
• Oversight of Stage 1 complaints to ensure they are handled with the empathy and speed required by the Housing Ombudsman
• Personal accountability for meeting the October 2026 Competence and Conduct Standard (including holding or working towards a Housing qualification).
• Ensure the Resident Services team meets TSMs (Tenant Satisfaction Measures) and internal KPIs, including tenancy audits and estate inspections

Experience and Skills

• 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

Please refer to the attached job profile for more details.

Benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health – help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme – including free legal, financial and counselling advice.
• Pension – up to 10% employer contribution.

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

We are an equal opportunities employer and welcomes applications from all sections of the community