Resident Services Team Leader

Gateway Housing Association; Greater London; On-site; GBP 47,000 - 57,000; Full time

Benefits offered by this job

Annual Leave

Health and Wellbeing Membership

Simply Health

Employee Assistance Programme

Pension

Job summary

Gateway Housing Association is seeking a Resident Services Team Leader in London to lead a frontline team delivering high-quality tenancy management and resident services, with emphasis on safety and regulatory compliance including Awaab's Law.

You will drive service improvements, engage with residents, and ensure performance against TP and KPI targets while developing staff to meet sector standards.

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 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 and resident services.
• Drive service improvements, ensuring home safety and regulatory compliance including Awaab's Law.
• Oversee Stage 1 complaints with empathy and speed.
• Meet Tenant Satisfaction Measures (TSMs) and internal KPIs, including tenancy audits and estate inspections.
• Provide training and motivation to Resident Services Specialists.
• Ensure housing and estate management is delivered to a high standard with bespoke arrangements where necessary.

Skills

RSH Standards

Awaab's law

Housing team leadership

Analytical thinking

Conflict management

Problem solving

Stakeholder engagement

Education

Housing qualification

Job description

NTX1248298

Resident Services Team Leader

Location: London

Salary: £51,851

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
• Leadership skills

Please refer to the attached job profile for more details.

Our 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.

Only shortlisted candidates will be contacted

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

Closing date: 6th November 2026 Shortlist date: 7th November 2026 Interview date: TBC