Building Outstanding Leadership Teams | Executive Search | Social Housing
Reporting to the Executive Director of Tenancy Services, the Director of Tenancy and Neighbourhood Services will have overall responsibility for developing Midland Heart’s approach to delivering high-quality tenancy management and neighbourhood-based services. This person will also be responsible for leading the housing options service to ensure homes and let quickly and contribute to neighbourhood sustainability.
Midland Heart is a housing association that delivers homes and services across the Midlands. They own and manage over 35,000 homes and are dedicated to providing high-quality, safe and affordable homes, combined with excellent services to over 70,000 customers.
Midland Heart’s upcoming corporate plan, launching in April 2025, is their most ambitious yet. It focuses on creating an Individual Tenant Experience that anticipates tenant needs, reducing their need to contact and ensuring smoother home management. This newly created role will play a pivotal role in delivering this ambitious new plan and creating a sector-leading service to their customers.
The successful candidate will be someone who can understand Midland Heart’s tenants and work in partnership with them to create new and better ways for the organisation to provide services to them. Someone who can then truly lead and change the culture in the frontline teams so that these improvements are delivered every day by every member of the team is crucial.
This role is predominantly office-based based with the expectation to be located within a commutable distance from one of their office locations based in the Midlands.
Key responsibilities include:
Ensure the organisation has effective housing management policies and procedures that support tenants who experience a range of tenancy related issues; making sure policies and ways of working empower colleagues and provide the freedom to make the right decisions for tenants.
Ensure tenants have a good experience when reporting tenancy or estate issues and their enquiries are responded to promptly and respect.
Ensure tenant safety is at the heart of everything. Whether that is the safety of common parts or ensuring teams manage and prevent crime and anti-social behaviour.
Ensure tenants are safeguarded and there are effective partnerships in place with statutory and third sector organisations.
As a member of the Directors Group ensure strong operational performance across all areas of the business identifying and addressing areas where performance falls below agreed levels of performance.
Midland Heart is looking to appoint a senior leader who has the following attributes:
Substantial experience in leading housing management services as well as delivering specialist older person services.
Thorough understanding of legal and regulatory requirements in relation to housing & neighborhood management, ASB, and safeguarding.
A track record of supporting balanced and sustainable communities and understand the role of lettings policies in this context.
Significant experience in leading diverse functions, defining the vision, setting the strategy, and delivering positive outcomes.