Job Description

JOB TITLE: HEAD OF HOUSING, MANAGED AGENTS & CHARITABLE SERVICES

RESPONSIBLE TO: Chief Executive Officer

The difference you will make :

We are currently looking for a passionate and dynamic person to join our small team as the Head of Housing, Managed Agents and Charitable Services. The successful candidate will be hands-on in leading and manage a housing team including undertaking regular one to ones, team meetings, appraisals and reviews to ensure that the team have the required skills and performance delivers required outcomes. As our Housing portfolio is small, the postholder will get directly involved in liaising with tenants, consultants and external partners, as well as overseeing the development of our plans for growth.

What you will be doing:

Demonstrate that we put the customer at the heart of our services. Lead, manage and motivate a housing team in delivering a proactive responsive housing service in a customer focused way. Ensure housing delivery is continually improving following feedback from customers, changing business requirements incorporating national legislative and policy changes. Take budgetary responsibility for the Housing department and manage applications to our charitable grants. Maximise income through minimising rent and void loss. Prepare and deliver the Housing Strategy, seeing through projects to consolidate and grow Housing Portfolio. Reporting to the boards of charities we provide a managing agent service to. With support from the finance team, lead on the calculation, preparation and implementation of rents, service charges and weekly maintenance contribution each financial year, ensuring appropriate consultations are held with residents and Housing Benefit departments so that charges are collected in a timely way. Liaise with colleagues and partners both internally and externally to ensure a consistent and holistic service is provided within the Housing Team and BCOP.

We'd love to meet someone with:

The ability to continually improve, following feedback from customers, changing business requirements incorporating national legislative and policy changes. Strong housing law knowledge, including Almshouse management. Experience of budgetary responsibility including setting budgets, rents and service charges, and controlling spending. Experience of all aspects of housing from lettings, tenancy management, rent collection, ASB, ending tenancies, arranging repairs, voids inspections etc. Will confidentially liaise with colleagues and partners both internally and externally to maximise support available to residents and help create cohesive communities. Up to date knowledge of the Social Housing regulations and experience of reporting and auditing to ensure regulatory compliance and quality support are achieved. Management experience, developing teams to perform to a consistently high standard. Holds a CIH level 5 qualification, or is willing and has the ability to achieve this. A 'leading from the front' approach - able to think strategically and track progress, whilst also 'rolling up the sleeves' and delivering on the ground when required.

PURPOSE AND OVERVIEW

BCOP operates Housing and Care services to older people in Birmingham.

Our Housing Services include four Supported Housing (Sheltered) schemes, four independent living schemes and managing agent services to other housing providers/Almshouse charities.

We also have small charitable grants available to people in housing need or other necessitous circumstances.

The Head of HMACS is responsible for the following key activities:

Provision of a responsive and efficient housing management service to BCOP's tenants and residents which is sensitive to their needs and requirements. Provide management/supervision, monitoring and support for BCOP's Housing Team. Provide management and support services for BCOP managed activity. Ensuring compliance with the requirements of the Social Housing Regulator, Housing Ombudsman and any other regulations affecting social housing and charity management. Acting as operational Health and Safety Lead within BCOP's Housing Services. Reporting on all HMACS activities to the Operations Committee, and to external boards of our managed agent schemes. Maintaining clear application, decision making and communication processes for our charitable grants, compliant with charity law. Providing management/supervision to the Property Services Manager, including liaison with the Director of Care to ensure our Care Services' property and compliance needs are met. Working in partnership as part of BCOP's SMT, to ensure all operations are supported and managed effectively and consistently. Seeking growth in our Housing Services, by forming partnerships with other Almshouse charities and Registered Providers, securing contracts to provide managing agent services, seeking Capital Grant to increase and improve our Housing Stock.

Main Duties:

Housing Management

Monitor rent accounts, taking action where appropriate to keep arrears to a minimum. Ensure the Housing Team are signposting residents to debt advice where appropriate and supporting residents to maximise their income via appropriate benefits. Provide or arrange for mediation services either directly with the team or through appropriate mediation service providers. Support the Housing team to deal with residents' queries on all aspects of their tenancy or licence/appointment and respond to their complaints in accordance with the association's policies and procedures. Deal promptly and efficiently with void properties in accordance with BCOP'S policies and procedures. Ensure properties are let promptly in accordance with BCOP's allocations policy, ensuring a waiting list is maintained and appropriate communication is kept with applicants. Audit files, processes and databases to ensure the highest standards of support planning, record keeping and safeguarding, within all regulatory requirements. Advise the CEO and Board on all relevant housing management issues that may have an impact on the Organisation including legislative change, best practice and the development of new initiatives. Liaise with the Property Services Manager to ensure the delivery of an effective repairs and planned maintenance and upgrades service to tenants and residents. Authorise payment of accounts within relevant authority limits as laid down in Standing Orders/Financial Regulations. Review rents and service charges annually in conjunction with the Finance team and assist in the preparation of relevant budgets. Represent the Organisation on housing management issues with statutory and voluntary organisations and promote relevant partnership initiatives e.g. BSHP, NHF, BCC Prepare reports to the Chief Executive, and the Board of Trustees as appropriate on matters of housing management practice and legislation. Create and deliver the Housing Strategy and regularly report on activity identified including any opportunities for growth, stock rationalisation, remodeling or reprovision, or new supply. Conduct and submit all necessary reporting to NROSH and take responsibility for CORE lettings submissions and any other statutory returns required. Liaise with colleagues and contractors to uphold the highest standards of safety and quality of our Housing stock.

Management

Hold regular Housing team meetings so all TSOs have up to date knowledge of resident issues, and HCOs are pulled in to advise where appropriate. Manage and supervise staff within the relevant areas of responsibility, ensuring they operate efficiently and flexibly. Operate BCOP's appraisal and personal development system, encouraging all housing staff to update their existing skills as appropriate and gain relevant new skills and experience. Manage the Housing Team to ensure the delivery of high quality housing and support services. Monitor and audit files and records, ensuring compliance with GDPR. If not already qualified undertake a level 5 qualification recognised by CIH and ensure all Housing team are appropriately qualified and skilled.

Supported/Independent Housing

Ensuring a day-to-day management service for independent schemes and supported housing is delivered by the housing team, ensuring regular building inspections are completed and recorded. Facilitating clear channels of communication and involvement for residents, placing the tenant/resident voice high on the agenda. Ensuring Tenant Satisfaction Measures are completed in line with regulatory requirements, and meaningful feedback is communicated to residents across all schemes. Carry out Housing staff induction training and to assist in the ongoing training of colleagues. Liaise with maintenance staff and contractors as required within agreed budgets, ensuring TSOs/HCOs take responsibility for their scheme's repairs and servicing monitoring and reporting needs. In liaison with the Property Services Manager, ensure the work of service contractors, gardeners, window cleaners, etc is monitored and maintained to the appropriate standard. To act as Health and Safety Lead for all housing services, ensuring that the way we operate within our properties maintains high levels of safety for residents and staff.

Charitable Grant Operations

Promote and co-ordinate BCOP's charitable grant operations. Procuring and distributing financial assistance to meet grant applications for older people which come from a variety of referral sources. Act as agent on behalf of other charities, in the distribution of their special funds. Ensure all grants and beneficiaries are recorded accurately. Represent the Organisation on charitable services matters externally as and when required and market the Service wherever possible.

Other Duties

Attend internal and external meetings as required. Write and present reports as required. Lead on the development and maintenance of clear and efficient policies and working practices based on current good practice and regulatory requirements. Meet and correspond as appropriate with residents, tenants, licensees and their representatives on matters associated with all aspects of service provision. Provide housing management services for other organisations with which BCOP has a contract for the provision of housing management services. With the DoO have a mutual support arrangement to temporarily manage staff in each other's absence and undertake third party reviews/audits as required. To undertake any reasonable request by the CEO or Board of Trustees.

Person specification

Essential

Good inter-personal skills Good negotiating skills Well-developed administrative and IT skills Report writing skills Time management Work unsupervised with willingness to refer to line manager when appropriate Accuracy and attention to detail Work as part of a team and contribute to team discussions Ability to utilise and interrogate IT systems, pulling reports for good tenancy management and oversight. Rent and service charge setting Assessment of potential tenants/residents, allocations and lettings General knowledge and familiarity with relevant housing law and statutory obligations General knowledge of housing management good practice issues Relevant benefit rules and regulations Good understanding of common support required, and housing issues experienced by older people Minimum 5 years experience of working in housing management, with a RSL. Experience of completing self-assessments against regulatory requirements, creating action plans to ensure compliance To the values of the Organisation. To the value of older people within society and their needs. Good general standard of education. Willingness and ability to obtain necessary qualifications. Full Driving License and access to a car.

Desirable

General understanding of the not-for-profit sector An understanding of the work and procedures within social services and the health sector An understanding of the Almshouse movement and model of housing provision Working knowledge of CBL systems Working knowledge of compliance streams within Property Maintenance Experience of managing maintenance teams CIH NVQ Level 4/5 Housing qualification.

We offer:

24 days annual leave plus bank holidays pro-rata'd Additional five days annual leave after five years' service Eligible for Blue Light Card - allowing access to discounts and offers with a range of shops and leisure outlets. Paid for DBS Defined Contributions pension scheme. BSHF Health insurance
Job Type: Full-time

Pay: 45,000.00-55,000.00 per year

Benefits:

Additional leave Company pension Free parking Health & wellbeing programme On-site parking Referral programme
Schedule:

Monday to Friday
Application question(s):

Do you have a level 4/5 CIH qualification?
Experience:

Charitable services: 3 years (required) Housing: 3 years (required)
Licence/Certification:

Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 30/05/2025
Reference ID: Head of Housing