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This Vacancy has closed.

Housing Operations Manager - Care and Support

  • Employer: Origin Housing
  • Reference: OH/22/221298
  • Published: Thu 01/12/2022, 9:42 AM
  • Closing on: Thu 22/12/2022, 9:41 AM
  • Working Pattern: Flexible Hours, Full Time
  • Hours: 37 hours per week
  • Salary: £54,814pa
  • DBS Check: Enhanced
  • Location: Flexible, Euston, London , Camden

Origin – shaping communities; building lives 

Origin exists to make change happen for the good of communities. We help people by providing affordable homes – but that’s not enough.  We support vulnerable residents to lead happy and better lives. We empower our staff to take action and rise to every challenge with ‘can do’ positivity.  

Good people are the future of our innovative, working community. We have placed an exciting ‘People’ strategy at the heart of our culture – to support training and personal development, to deliver our values and to move Origin forward.  

We describe this new approach as OWOW: Origin Ways of Working. OWOW is about meeting business outcomes, you’ll enjoy greater autonomy over how you deliver your role, how you manage outputs and when you spend time at work, allowing you to benefit from any productivity gains in the course of delivering your role. 

This shift in culture will be built on a mature and mutual relationship of trust between managers and yourselves, ensuring we live up to one of our key values of Build Trust. By working with this new relationship model, we can aim toward focusing on ‘outputs’ and not ‘outcomes’. Space is allocated to ‘activities’ and not ‘individuals’ by providing a range of flexible working options that benefit both customers and staff. As a result, your work can take place at the most effective location and at the most effective time. Put simply, flexibility becomes the norm rather than the exception. This is the new Origin Housing way of working. 

The opportunity 

We’re looking for a committed and motivated person to lead on overseeing housing management functions for our retirement and supported housing schemes. You will also lead on contract management of our agency managed schemes as well as management of service chargeable services, including grounds maintenance, cleaning, laundry services, and special refuse collection to ensure the highest quality scheme environment is created for our residents. You’ll be focused on ensuring the services deliver value for money to residents looking for opportunities for innovation, efficiency and best practice.  

You’ll be a skilled manager of dispersed teams, able to inspire, motivate and develop your people.  You’ll have a proven background in housing management and have knowledge of relevant legislation.  You’ll have an understanding of the support needs of older people and the empathy required in communication with residents in our supported housing schemes.      

You will be experienced in putting residents views and experiences at the forefront, ensuring they feel listened to and their concerns are acted on and communication is proactive. You’ll live our values   meeting our customer service standards and the Origin Oath – I’m on your side; I’ll keep you informed; I’ll see it through. 

You’ll be skilled at working collaboratively with internal teams, residents and stakeholders with excellent communication skills. We’re looking for someone who can problem solve, use initiative and work with contractors, partners and the team to improve our service to residents. 

What you’ll do 

Take the lead 

  • To lead on all aspects of tenure management including income collection, service charges and rent setting, housing management, ASB, voids and lettings in Care & Support 

  • Ensure the housing management service considers the range of support needs and vulnerabilities of residents and meets the changing needs of customers 

  • Robustly manage internal renewals and replacements of communal furniture and furnishings, estate services and local contracts to ensure that they deliver value for money, compliance with legislation and customer satisfaction 

  • Motivate, develop and lead direct reports and the wider team in delivering well maintained and managed estates and properties including managing and monitoring the completion of fire safety actions within C&S Schemes and managed buildings. 

  • Lead on all aspects of resident Health and Safety within Care & Support services including Fire Safety, ensuring resident PEEP and PFRA actions are managed.  

  • Provide for effective financial management of delegated budgets supporting the Head of Care and Support in budget setting, forecasting and monitoring and delivering value for money 

  • Lead on the negotiation, management and monitoring of all managed Contracts including management agreements, Service Level Agreements and Lease agreements with external partners. Ensuring audits are conducted, performance is evaluated, and that managing agents and external care & support providers are performing to a required standard in all areas of work in relation to these agreements ensuring income is maximised in the negotiation of such contracts. 


Give your time 

  • Provide cover for Managers in other areas where you are deemed competent through transferable skills, knowledge or training.   

  • Investigate and comprehensively address customer complaints and enquiries  

  • Manage health and safety within areas of responsibility  

  • Actively promote resident engagement in the service areas, ensuring residents are involved in shaping and influencing services and we communicate effectively putting our residents at the heart of our service delivery 

  • Actively lead on promoting Move-On for residents, out of supported housing, into independent living 


Bring people together 

•  Work with the service charge team to maximise income, set annual charges, ensuring all services provide value for money and deliver on customer satisfaction  

• Champion a culture of high performance and continuous improvement within the team, ensuring effective performance monitoring and management is in place with service improvement plans as needed and demonstrating visible leadership 

• Act as a champion for the customer and drive a resident involvement culture across the service, being proactive with customer engagement (and having a visible presence on schemes to support your team)   


Come forward with a can-do attitude 

  • Effectively resolve issues and problems that may arise, identifying and appraising options and implementing appropriate resolutions 

  • Ensure that mechanisms are in place for implementing and monitoring estate inspections and quality control in relation to caretaking and cleaning standards, contracted services, and the general upkeep of the internal and external parts of the schemes and estates 

  • You’ll take a holistic view of the resident and their household - ‘joining the dots’ & being professionally curious  


Go the extra, extra mile 

  • Keeping up to date on good practice and legislation relating to housing management for older people and vulnerable adults in supported housing  

  • Keep policies, procedures and risk assessments up to date  

  • Actively participate in external stakeholder meetings and events, benchmarking and sharing best practice 

  • You’ll be able to travel efficiently across the Origin Stock in London, Hertfordshire and Essex and attend resident meetings when needed outside of core hours    


What you’ll need 

A motivational approach 

Experience of managing a team and of achieving success through others with strong people skills, able to inspire, influence and enthuse staff, partners and contractors 


Relationship building skills  

You’ll be experienced in working in partnership with external partners, contractors and internal teams in the delivery of services to customers   

You’ll be able to demonstrate your experience of engaging with customers to address their concerns and find solutions      


Proven ability  

We operate at a high level; you’ll need proven experience of having led housing management teams including management of ASB, tenancy management, lettings and arrears  

You’ll have excellent and up to date knowledge of relevant legislation, procedures and good practice relevant to housing management  

You’ll be educated to at least GCSE level and level B in English and Maths or equivalent  

Qualification in housing related/property management field (desirable) 

Experience in managing retirement or supported housing would be desirable   

A strategic brain 

We move things forward and get things done; you’ll be a good problem solver and able to find solutions to resolve complex issues    


You’ll be confident with budgets and skilled in scrutinising and reporting on KPI’s and other performance data. 


Enthusiasm for identifying and embracing new ways of working and good practice 


Confident communication skills 

You’ll need to be a confident communicator across all channels including experience of addressing complaints and writing responses   


Do you share our values? 

Additionally, we would like you to: 

  • Support your own personal development by attending training events   

  • Comply with the Association’s health and safety policies  

  • Comply with the Association’s Code of Conduct by behaving in a professional manner at all times  

  • Demonstrate commitment to valuing diversity and upholding the Association’s equal opportunities policy at all times  

Tell us your story 

We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your experience meets the role above. We have outlined the key behaviours and values we’ll expect of you, and the knowledge, experience and skills you need to do the job. You’ll be assessed on all these elements at various stages throughout the selection process. You can find out more about us by simply visiting www.originhousing.org.uk  

Please note we will be asking for satisfactory references and enhanced DBS check. Successful applicants for interview will be contacted within seven days after the closing date. 


Benefits for the right person 

We reward our people for the work they do. We appreciate commitment, initiative and going the extra mile. At Origin, our comprehensive range of benefits care about the ‘whole’ person. As well as offering you great-to-have discounts, we look after your health and well-being too – 
personalising your benefits package to you. 

We offer: 

  • Access to a range of discounts on services, products and experiences. Not simply picked 
    at random but personalised to you 

  • Tailor-made Healthcare plans and/or insurance plans – let us know your preference 

  • An Employee Assistance Programme that supports your well-being and is there to provide valuable help at all times 

  • A choice of rewards that you choose where to spend 

  • An Awards recognition scheme that champions individual achievement 

See our new benefits portal where you can select the options that suit your lifestyle. 

Closing date: 22 December 2022 

Interview and assessment date: 10 and 11 January 2023 


Thank you for your interest in Origin. 

  • Employer: Origin Housing
  • Reference: OH/22/221298
  • Published: Thu 01/12/2022, 9:42 AM
  • Closing on: Thu 22/12/2022, 9:41 AM
  • Working Pattern: Flexible Hours, Full Time
  • Hours: 37 hours per week
  • Salary: £54,814pa
  • DBS Check: Enhanced
  • Location: Flexible, Euston, London , Camden

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