Housing and Support Services Manager

To lead, manage and develop the intensive housing management services and Tenancy Sustainment Service across a dispersed portfolio of Supported Housing/Living for individuals with enduring mental health conditions and learning disabilities ensuring best practice outcomes consistent with the values and objectives of Regent Housing Limited.

Specific Duties

1. Leadership & Team Management

Line manage Intensive Housing and Support Officers and related staff.

Conduct regular supervision, appraisals, team meetings, training and performance reviews.

Approve staff timesheets, annual leave, sickness and oversee cover arrangements.

Liaise with HR, Payroll and Finance on all staffing matters.

1. Service Delivery & Compliance

Oversee and ensure delivery of intensive housing management and tenancy sustainment support.

Monitor and ensure tasks such as property inspections, health & safety checks (fire, legionella), support planning, benefit support, arrears management and incidents are addressed.

Ensure outcomes-based personal housing support is delivered to tenants to promote independence, health and wellbeing.

Attend and represent the service at ARMs, referral panels, strategic and operational meetings as required.

Deputise for the Strategic and Operational Manager as necessary.

1. Performance Monitoring & Quality Assurance

Set and monitor service targets, deadlines and KPIs.

Ensure accurate completion of support logs, referrals, assessments and reviews.

Regularly audit service delivery and documentation for compliance and quality standards.

1. Stakeholder Engagement

Collaborate with internal teams (income, maintenance, finance) to support operational delivery.

Build and maintain relationships with social workers, mental health professionals, local authorities, corporate appointees, families and external providers.

1. Regulatory & Financial Oversight

Ensure compliance with fire safety, HMO regulations and relevant legislations.

Minimise rent arrears and voids; work with income and finance teams to ensure benefit claims and rent are maximised.

Provide supporting evidence for Housing Benefit claims in line with exempt accommodation requirements.

1. Organisational Development
   1. Support organisational goals and continuous service improvement.
   2. Organise and deliver relevant trainings for team members.
   3. Contribute to strategic planning and service development initiatives.
2. Policy, Process & System Oversight
   1. Develop and review operational policies and procedures which include compliance, property management, support delivery and rent recovery.
   2. Ensure Arthur Housing Management System is fully utilised, implemented consistently and that compliance records and workflows are accurately maintained in the system.
3. Rent & Benefit Management Support
   1. Lead on the annual rent increase process, working jointly with the Finance and Income Team Manager to ensure accuracy, compliance and appropriate documentation for Housing Benefit purposes and other stakeholders.
   2. Support the housing and support team in addressing benefit-related issues, ensuring accurate documentation is maintained to preserve exempt accommodation status.
   3. Have a strong understanding of welfare benefits systems including (HB, UC, PIP) and their impact on tenancy sustainment and service funding.
4. Complaints, Safeguarding & Risk
   1. Manage and respond to complaints related to compliance, repairs, property standards or support services in a timely and professional manner.
   2. Identify and report safeguarding concerns raised during property visits, contractor feedback or tenant interactions and escalate following Regent Housing safeguarding protocols.
5. General
   1. Undertake any other duties relevant to the role as reasonably required to meet service and organisational needs.

Previous experience

• Previous experience of working in Supported Housing as a housing/ support manager or a senior support officer.
• Knowledge of Housing legislations and Housing Benefit regulations.
• Experience working with vulnerable tenants.
• Knowledge of complaints and safeguarding procedures.
• Familiar with Mental Health and learning Disability conditions

Education

Educated to a degree standard or equivalent.

Previous experience of working in Housing and Social Care setting.

At least has an ILM or CMI level 3 Team Leading or leadership and management qualification(desirable).

Special attributes / skills required

Driving licence and use of own car.

Proficient in Microsoft Office.

Excellent verbal and written skills.

Ability to work under pressure and meeting tight deadlines.

Ability to demonstrate leadership qualities by contributing to continuous improvement of RHL services.

Personal qualities

Motivation and resilience.

Capable of innovation,generating generate new ideas.

Loyalty and empathy with the vulnerable adults we work with