Head of Housing Operations

Interim Head of Housing Operations

 

Technical Experience: 

 

 

• Extensive experience of a senior leadership role within housing, asset management, compliance and resident engagement either within a local authority or in the private sector.
• Provide strategic leadership and overall accountability for the delivery of housing and neighbourhood-based operational services, ensuring safe homes, effective services, and positive resident outcomes.
• Lead and oversee Housing Management, Asset Management, Compliance and Resident Management services, ensuring alignment across services and effective integration of operational delivery.
• Ensure all housing operations are delivered in line with the Council’s corporate priorities, statutory duties, regulatory requirements, and the expectations of the Regulator of Social Housing and Housing Ombudsman.
• Set the strategic direction for housing operations, translating corporate and service strategies into clear operational priorities, delivery plans, and performance expectations.
• Provide visible leadership to senior managers, fostering a culture of accountability, professionalism, collaboration, and continuous improvement across housing services.
• Ensure the effective delivery of core housing functions, including tenancy and housing management, income and tenancy sustainment, repairs and maintenance, compliance, capital investment, and resident engagement.
• Oversee and assure robust governance arrangements across housing operations, including strategic and operational boards and groups, ensuring effective escalation, decision-making, and assurance.
• Act as the senior responsible officer for housing compliance and building safety, ensuring risks are identified, managed, and mitigated, and that assurance is provided to senior leadership and Members.
• Ensure safeguarding responsibilities are embedded across housing operations, providing strategic oversight of complex safeguarding and multi-agency cases.
• Lead performance management across housing operations, ensuring services meet agreed KPIs, regulatory standards, and service commitments, and taking action where performance falls short.
• Provide strategic oversight of financial management across housing operations, including the Housing Revenue Account (HRA), general funded properties, capital delivery ensuring effective budget control, value for money, and long-term financial sustainability.
• Lead workforce planning, organisational development, and significant service transformation, including restructuring, operating model redesign, and cultural change, ensuring the service is resilient, compliant, and fit for future demands.
• Build and maintain strong relationships with residents, Members, regulators, partner organisations, and external stakeholders to support transparency, trust, and effective partnership working.
• Lead service improvement, transformation, and innovation across housing operations, using insight, data, complaints, and learning to drive better outcomes for residents.
• Lead and deliver complex, time-bound change programmes within housing operations, including service recovery, regulatory readiness, and transformation activity, maintaining pace, momentum, and staff engagement during periods of change.

 

Skills And Knowledge: 

 

Accountability 

Experience of providing clear strategic accountability for complex housing services, with responsibility for the performance, compliance, and outcomes delivered through Service Managers and their teams.

 

Experience of building and sustaining positive relationships with a wide range of internal and external stakeholders, including elected Members, senior officers, regulators, delivery partners, and community representatives, with a strong understanding of political drivers and governance requirements.

 

Experience of creating and embedding a culture of learning, accountability, and continuous improvement to maintain a capable, resilient, and high-performing workforce across multiple services.

 

 

Delivery 

Work collaboratively with internal and external partners to inform strategic and operational decision-making, ensuring delivery supports the Council’s corporate priorities, housing strategies, and wider place-based objectives.

 

Establish clarity around expected outcomes, service standards, and performance expectations, providing clear lines of accountability, delegated authority, and assurance across Housing Operations.

 

Establish and promote a culture of learning, workforce planning, and organisational development that enables Service Managers and staff to realise their potential, manage their careers, and improve outcomes for residents.

 

Ensure effective performance management arrangements are in place across services, providing constructive challenge and support, and taking decisive action where performance falls below expected standards.

 

Demonstrate in-depth knowledge of housing, asset management, compliance, and resident engagement and the ability to apply this knowledge to strategic planning, investment decisions, and service delivery.

 

 

Decision Making 

Experience of making complex strategic decisions based on the analysis of performance data, financial information, regulatory requirements, and risk assessments.

 

Experience of balancing competing priorities in a pressurised environment, exercising sound judgement and accountability for outcomes.

 

Experience of making and implementing difficult decisions in complex, high-risk environments, including addressing underperformance, managing organisational change, and balancing competing priorities under external scrutiny.

 

Ability to rapidly assess service position, identify priority risks and opportunities, and implement short- and medium-term improvement actions while maintaining service stability and compliance.

 

Working Together 

Experience of leading and influencing cross-organisational working at a senior level, taking account of diverse perspectives and harnessing the benefits of multi-disciplinary and diverse teams.

 

Experience of managing and developing senior managers and teams in a way that recognises the needs of diverse stakeholder groups, promotes inclusion, and supports collaborative delivery across services and partners.

 

 

Qualifications: 

The post holder will hold a relevant degree and/or postgraduate qualification. Consideration will be given to applicants who are not formally qualified, but who can demonstrate significant experience operating at a senior leadership level within housing, asset management, compliance or resident engagement.

 

The post holder will hold a NEBOSH Diploma, CIH Level 5, or be a member of a relevant professional body, such as the Chartered Institute of Housing (CIH) or the Royal Institution of Chartered Surveyors (RICS).