Head of Neighbourhoods and Communities
Salary range: £69,537 - £92,772 per annum
Work location: 145 King Street, Hammersmith, London, W6 9XY
Hours per week: 36
Contract type: 2xPermanent
Vetting requirements: Basic DBS Check
Closing date: 9 April 2025
Contact details for Informal discussion: Zoe Pratten, Assistant Director of Neighbourhoods on 9 or via email on Zoe.P
About the role
We are seeking a dynamic and experienced housing leader to provide strong strategic leadership to a team of housing professionals. This role involves delivering a proactive and responsive housing management service to 17,000 tenant, leasehold, and sheltered residents.
You will ensure operational excellence, foster a culture of ownership and accountability, and drive continuous service improvement. You will lead, motivate, and inspire teams to deliver a first-class housing service, supporting teams to ensure high levels of employee satisfaction, engagement, wellbeing, and performance. You will be results-driven, embedding a culture of performance management, including regular 121s, appraisals, and training needs assessments. You will be committed to staff development and ensure they are well-trained and equipped to deliver their roles effectively.
You will provide strategic leadership that aligns with the Council’s values, ensuring consistent service delivery and increased customer satisfaction. You will be financially astute, preparing and managing the budget for Neighbourhood and Community Services, ensuring value for money for residents and the council. You will lead the strategic development of the sheltered housing service and implement business and service improvement plans as well as driving operational change within neighbourhoods and communities. You will have knowledge of the sector and use this to ensure that policies, procedures, and practices comply with legislation and best practice.
You will set and manage KPIs related to tenant, sheltered, and leasehold management, ASB, lettings, estate management, health and safety, and statutory obligations. Operationally, you will implement assurance checks to maintain high-quality service and manage complaint responses and provide accurate information to address customer complaints. Resident involvement will be important to you and you are committed to promoting the Resident Engagement Strategy, fostering meaningful resident engagement through estate action plans and improvement working groups and develop engagement strategies based on complaint and survey feedback.
You will collaborate with departments across the council to provide a customer-focused service, developing relationships with external agencies to benefit residents and officers.
Our commitment to you:
At H&F you will have access to a comprehensive total reward package as well as joining a flexible working employer and as such all staff can request flexible working. We believe an inclusive workplace is about the visibility and representation of our local diverse community - it is about open and transparent decision making co-produced with staff and residents.
It is about respect for diversity and a shared identity that seeks to encourage fair and transparent recruitment, retention, and career progression. We take a proactive approach to equity, diversity, and inclusion so that it is part of the fabric of the Council with a shared understanding of the role all colleagues play in realising the inclusivity of the workplace. At H&F, our workplace ensures that everybody has equitable access to opportunities.
In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equitable access to jobs. No applicant or employee will receive less favourable treatment because of their age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.
We are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
Asking for Adjustments
We are committed to removing barriers in the workplace and this includes adjustments throughout the recruitment process. If you would like to discuss any adjustments or request the application form in a different format, please contact us at or by post to The Town Hall, King Street, Hammersmith W6 9JU.
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