Director of Housing & Communities

Join our team as Director of Housing & Communities

We are seeking a strategic thinker with a passion for delivering customer service excellence.

We are looking for a Director of Housing & Communities who will lead on housing management, tenant engagement, community engagement and customer service. We are looking for a values-led leader who keeps our customers at the heart of their activities. You will be responsible for ensuring our services are inclusive, high-performing and responsive to the needs of our customers and communities. You will also play a key role in shaping the strategic direction of Ayrshire Housing through our new 5 year business plan.

The team at Ayrshire Housing are welcoming, dynamic and ambitious. We have a reputation as a great place to work, promoting excellent performance in a supportive environment.

You will have the opportunity to join this team just as our new 5-year business plan launches, giving you a real opportunity to help shape the future of Ayrshire Housing.

JOB DESCRIPTION

JOB TITLE: Director of Housing & Communities

DEPARTMENT: Senior Leadership Team and Housing Management

RESPONSIBLE TO: Chief Executive

RESPONSIBLE FOR: Housing Management Team

GRADE: EVH 9 (SM13 to SM15)

SALARY: £73,342 - £76,692

MAIN PURPOSE OF THE ROLE

The Director of Housing & Communities is accountable for the creation, review and implementation of all strategies, policies, processes and performance management within the Housing Management Team to provide excellent customer service to all our customers.

The postholder will be an integral member of Ayrshire Housing’s Senior Leadership Team. The Senior Leadership Team are responsible for developing the strategic direction of Ayrshire Housing, developing key services, embedding a culture of customer service excellence and ensuring all regulatory and legislative responsibilities are met.

CORPORATE RESPONSIBILITIES

·The Director of Housing & Communities will be responsible for the development, evaluation, reporting and review of all elements of the Housing and Communities strategy.

·To lead on the ongoing development of policies and procedures as well as the objectives set out within Ayrshire Housing’s Business Plan.

·Preparation of reports to Ayrshire Housing’s community-based Board and for the Finance, Audit and Risk Sub Committee.

·Oversee the KPI framework for the Housing Management Team and ensure that reporting is completed in line with internal timescales.

MANAGEMENT AND LEADERSHIP RESPONSIBILITIES

·The Director of Housing & Communities will provide strong and inspirational leadership to the Housing Management Team, leading by example.

·To manage and lead the Housing Management Team to ensure efficiency and effectiveness in all aspects of their work. This will include supporting the Housing Manager to oversee the co-ordination and monitoring of all resources and staff.

·Working with the People & Culture Manager on all areas of people processes including recruitment, performance, absence management and any other people issue that may arise.

·Lead on the strategic management of our housing and community services areas of the business to ensure that we meet our strategic objectives, statutory requirements and achieve legislative compliance.

·Along with the other members of the Senior Leadership Team, embedding our values into all our activities and role modelling this to the wider team.

·The Director of Housing & Communities will be a role model for excellent team working and will proactively seek and create opportunities for collaboration within and across teams and levels, sharing ideas, supporting others and improving delivery through strong inter-departmental working. 

ROLE SPECIFIC RESPONSIBILITIES

DUTIES OF THE ROLE

·To create a culture reflecting the association’s mission statement and strategic objectives.

·There is an ongoing cultural shift in the organisation and the Director of Housing & Communities will be responsible for maintaining this change and supporting the staff team to embrace this.

·Leadership of high-quality housing management services.

·Delivering excellent customer service which is influenced by tenants via consultation.

·To support and enable the Housing Management team to deliver excellent customer service.

·Provide support and information on housing need and demand for the acquisition of all new properties and work as part of the Senior Leadership Team to support, evaluate and deliver on any new potential development projects.

·Operating within a strong performance culture, The Director of Housing & Communities will be expected to deliver excellent performance results. You will have an in-depth knowledge of our housing stock and have the qualifications and experience to ensure these assets are managed in compliance with the organisation’s policies and procedures, best practice and the regulatory framework.

·The Director of Housing & Communities will be instinctively customer focused and have a “solution focussed” attitude to ensure that our customers’ experience of our service remains positive. You will understand the importance of working with partner agencies to achieve desired outcomes. You will ensure the required outcomes of the Scottish Social Housing Charter are met for our tenants.

·Any other reasonable duties as required.

WORKING WITH OTHERS

·Liaison with external bodies i.e. Scottish Housing Regulator, OSCR, FCA, HMRC, Ayrshire Housing’s Solicitors, Bankers and Auditors as and when required.

·As a member of the Senior Leadership Team, the Director of Housing & Communities has a shared accountability for the overall performance of Ayrshire Housing, ensuring that all legislative and regulatory requirements are fulfilled.

·Accountable for reporting to the Senior Leadership Team on the performance and any significant risks associated with the Housing Management Team.

·As a member of the Senior Leadership Team, the Director of Housing & Communities has a shared responsibility to work collaboratively with all members of the Team to develop a productive relationship to deliver on all strategic and operational objectives.

·As a member of the Senior Leadership Team, the Director of Housing & Communities will look for areas of service improvement or efficiencies to maximise the use of our resources and our approach to value for money.      

CUSTOMER ENGAGEMENT

·Ensure the Estate Management Policy and Procedures are in place and oversee the effective and proactive management of the housing stock and grounds to the highest possible standards.

·Ensure the Anti-Social Behaviour Policy and Procedures are fit for purpose and oversee and manage Ayrshire Housing’s response to and management of all incidences of anti-social behaviour within its stock.

.Monitor and develop, as appropriate, the service in relation to anti-social behaviour and oversee and promote joint working with other agencies as appropriate to ensure an effective, co-ordinated approach to anti-social behaviour within Ayrshire Housing’s stock.

·Ensure that quarterly estate management inspections are carried out in conjunction with Property Services and other stakeholders. Any significant issues will be escalated to the Senior Leadership Team where appropriate.

·The Director of Housing & Communities will be accountable for the management, support, promotion and development of our approach to Community Investment.

·Oversee all KPI reporting attached to the Communities Team’s activities, ensuring that all scheduled returns and reports to external funders are reviewed and submitted on time.

·With support from the Community Engagement Manager, the Director of Housing & Communities will be accountable for providing annual reports on Community Investment.

·Accountable for the strategic direction of our approach to Tenant Participation and Tenant Engagement.

·With support from the Housing Manager and Housing Management Team, the Director of Housing & Communities will be accountable for ensuring compliance with all legislative and statutory obligations in relation to Tenant Engagement and Participation.

·Overall responsibility for the co-ordination, management, promotion and reporting of the outcome of the annual tenant satisfaction survey to the Senior Leadership Team and Board. This will include creating, managing and reporting on the Tenant Satisfaction Action plan that will be created each year.     

GOVERNANCE

·Provide advice and guidance on housing management services and related services in line with Regulatory Standards and the Scottish Social Housing Charter.

Act and contribute as a member of the Senior Leadership Team to develop and deliver key strategies and policy in line with regulatory requirements.

·Contribute to organisational and cultural change, including developing and implementing the strategies and embedding our HOME values within all services, in line with our Vision and Mission.

·Maintain a regular cycle of policy and procedure development.

·Ensure regular performance monitoring and reporting are carried out for all areas of responsibility.

·Identify and evaluate the most important risks faced by Ayrshire Housing and employ prudent and appropriate actions to manage them.

·Ensure attendance at conferences, forums and training as appropriate to ensure everyone delivering housing management and community services have the necessary skills and knowledge of current issues, initiatives, requirements of legislation etc.

·Ensure representation at liaison/discussion forums.

·In conjunction with other members of the Senior Leadership Team, agree and manage and monitor the revenue and capital budgets.

·Manage and control the Housing and Communities budget for staffing, training, administration, fees etc.

·Represent and act as an ambassador for the Association at external agencies, events etc.

·Ensure all complaints in relation to housing and advice services are responded to in accordance with standard practices.