Role of Executive Director of Tenancy Services
We’re a landlord first and foremost. Our number one priority is to ensure our tenants live in safe, secure and well-maintained homes and are treated with fairness and respect every time they contact us.
We’re recruiting a new Executive Director of Tenancy Services to shape our strategic direction and deliver an ambitious agenda for our tenants through their homes, ensuring we provide first-class landlord services that exceed expectations and achieve sector leading tenant satisfaction.
Listening to our Tenants
Our well-established tenant insight framework underpins all of our activity. Alongside many other feedback channels, this ensures we are always working with and listening to our tenants, to understand what they want and expect from us.
Over the last 12 months, this tenant insight has informed a major part of our next corporate plan, which launches in April 2025. This will be our most ambitious plan yet and at the centre of this plan is the creation of an Individual Tenant Experience.
About the role
This role, reporting to our Chief Executive, is pivotal to ensuring we provide quality homes and services to tenants.
The teams you will inherit are passionate about the work they do; they know our neighbourhoods inside out and are already delivering a high quality of service to our tenants every day.
You will lead these teams to achieve:
- Outcome focused, responsive services that meet individual needs and result in high tenant satisfaction.
- Tenant led decisions, making sure our tenants’ priorities inform our decision making at all levels.
- Balanced and sustainable communities, through delivering safe well managed neighbourhoods where our tenants can thrive, feel proud to live and want to stay and invest.
You will do this alongside a well-established leadership team, including four Executive Director Colleagues and three direct reports; Director of Tenancy and Neighbourhood Services, Director of Income and Leasehold and Director of Customer Experience and Tenant Insight.
Download our Role Profile and Candidate Pack to learn more about the Executive Director of Tenancy Services role and Midland Heart Business Overview.
About us
For the last hundred years we have provided people across the Midlands with a safe, affordable and decent place to call home. We now own and maintain 35,000 homes, across 49 local authorities, for over 75,000 tenants and are the only G1, V1, A1 stable rated Housing Association in the country.
The services we provide for tenants haven’t changed greatly over this period, we still need to provide high quality repairs, keep tenants safe, collect rent and make sure that homes are turned around quickly when they become available. However, expectations of how these services should be accessed and delivered has changed drastically and continues to change at the fastest pace in our history.
Homes owned and managed by us
Homes across local authorities
Tenants
Overall tenant satisfaction
Investment in our homes by 2030
Homes rated EPC C or above
Any Questions?
For further information and to apply, visit https://www.gatenbysanderson.com/job/gse114796. For a confidential conversation, please call Simon Wing on 020 7426 3976 (simon.wing@gatenbysanderson.com), or call Tim Hills on 07393 011130 (tim.hills@gatenbysanderson.com)