Main Purpose of the Role The Housing Officer (temporary accommodation) is responsible for the effective management of Intensive Housing Management (IHM) residents across Bradford. The role focuses on supporting residents through their housing journey, with the ultimate goal of successfully rehousing all IHM tenants. Working closely with the Concept support team, the officer ensures that residents are tenancy ready and equipped to transition into more permanent housing solutions. When all other housing options have been exhausted, the officer is expected to take possession action in accordance with legal and procedural requirements. Central to the role is a commitment to placing the resident at the heart of service delivery, ensuring their needs are prioritised while also meeting performance targets and contributing to the overall success of the housing service. Key Responsibilities As the Housing Officer you will be responsible for the day-to-day management of IHM tenants, including investigating anti-social behaviour complaints and handling tenancy-related enquiries. In collaboration with the support team, you will develop tailored rehousing plans for each tenant and provide advice on tenancy matters, welfare, and benefits to help residents secure new accommodation. This role will require you to make referrals to the New Homes Fund and build relationships with key partners such as Bradford Council, registered providers, and private landlords. Where rehousing is not possible, you will need to initiate possession proceedings, ensuring compliance with the Pre-action Protocol and legal standards, preparing and serving notices, completing court applications, and attending hearings. The role also involves attending multi-agency meetings to represent Concept Housing, identifying and responding to safeguarding concerns, maintaining accurate tenancy records, and producing high-quality reports and correspondence. You will be expected to meet performance targets, suggest service improvements, and maintain strong working relationships with internal and external stakeholders. Participation in training and team activities, keeping informed on housing law and sector developments, and uphold Concept s values around equality, diversity, data protection, and health and safety are considered essential. The desirable skills and experience for this role are: Proven housing management experience Proven experience of using accelerated possession proceedings to obtain possession of assured shorthold tenancies Customer focused, placing the customer at the centre of all you do An understanding of the current issues affecting social housing Knowledge of relevant housing law Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Housing Officer, please contact HR.
Sep 02, 2025
Contractor
Main Purpose of the Role The Housing Officer (temporary accommodation) is responsible for the effective management of Intensive Housing Management (IHM) residents across Bradford. The role focuses on supporting residents through their housing journey, with the ultimate goal of successfully rehousing all IHM tenants. Working closely with the Concept support team, the officer ensures that residents are tenancy ready and equipped to transition into more permanent housing solutions. When all other housing options have been exhausted, the officer is expected to take possession action in accordance with legal and procedural requirements. Central to the role is a commitment to placing the resident at the heart of service delivery, ensuring their needs are prioritised while also meeting performance targets and contributing to the overall success of the housing service. Key Responsibilities As the Housing Officer you will be responsible for the day-to-day management of IHM tenants, including investigating anti-social behaviour complaints and handling tenancy-related enquiries. In collaboration with the support team, you will develop tailored rehousing plans for each tenant and provide advice on tenancy matters, welfare, and benefits to help residents secure new accommodation. This role will require you to make referrals to the New Homes Fund and build relationships with key partners such as Bradford Council, registered providers, and private landlords. Where rehousing is not possible, you will need to initiate possession proceedings, ensuring compliance with the Pre-action Protocol and legal standards, preparing and serving notices, completing court applications, and attending hearings. The role also involves attending multi-agency meetings to represent Concept Housing, identifying and responding to safeguarding concerns, maintaining accurate tenancy records, and producing high-quality reports and correspondence. You will be expected to meet performance targets, suggest service improvements, and maintain strong working relationships with internal and external stakeholders. Participation in training and team activities, keeping informed on housing law and sector developments, and uphold Concept s values around equality, diversity, data protection, and health and safety are considered essential. The desirable skills and experience for this role are: Proven housing management experience Proven experience of using accelerated possession proceedings to obtain possession of assured shorthold tenancies Customer focused, placing the customer at the centre of all you do An understanding of the current issues affecting social housing Knowledge of relevant housing law Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Housing Officer, please contact HR.
Compliance Officer (Birmingham) Birmingham Circa £36,244 per annum Permanent, full time Main Purpose of the Role The Compliance Officer will be responsible for ensuring that assigned accounts and properties meet all legal, statutory, contractual, and regulatory requirements. This role involves working collaboratively with colleagues, providers, and stakeholders to maintain high standards of safety and compliance across Concept s property portfolio. The postholder will monitor provider performance, resolve non-compliance issues within agreed timescales, and ensure accurate record keeping across asset databases and systems. This role will also support the development of policies and procedures that enhance compliance and safety that contribute to the organisation s strategic objectives. Key Responsibilities As the Compliance Officer, you will work closely with asset and compliance colleagues to ensure statutory compliance is consistently achieved. You will liaise with providers to monitor performance, conduct regular contract meetings, and ensure any underperformance is addressed through developing clear action plans. You will be responsible for tracking compliance actions, conducting due diligence checks, and maintaining accurate records to support operational performance and decision-making. Your insights will contribute to the ongoing development of policies and procedures that improve safety and compliance. You will provide guidance, and support colleagues by building and maintaining strong relationships across the organisation and with our external partners. Your role will also involve identifying opportunities for service improvement and innovation, while ensuring that all assets remain safe, well maintained, and are financially sustainable. In addition to your core duties, you will contribute to wider projects and take personal responsibility for health and safety, and the wellbeing of yourself and others. The desirable skills and qualifications are: A relevant qualification or experience in property, estates management, facilities, surveying, or similar Awareness of asset management or contract management principles Awareness and experience of health and safety principles in a compliance orientated environment. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Compliance Officer, please contact HR.
Sep 01, 2025
Full time
Compliance Officer (Birmingham) Birmingham Circa £36,244 per annum Permanent, full time Main Purpose of the Role The Compliance Officer will be responsible for ensuring that assigned accounts and properties meet all legal, statutory, contractual, and regulatory requirements. This role involves working collaboratively with colleagues, providers, and stakeholders to maintain high standards of safety and compliance across Concept s property portfolio. The postholder will monitor provider performance, resolve non-compliance issues within agreed timescales, and ensure accurate record keeping across asset databases and systems. This role will also support the development of policies and procedures that enhance compliance and safety that contribute to the organisation s strategic objectives. Key Responsibilities As the Compliance Officer, you will work closely with asset and compliance colleagues to ensure statutory compliance is consistently achieved. You will liaise with providers to monitor performance, conduct regular contract meetings, and ensure any underperformance is addressed through developing clear action plans. You will be responsible for tracking compliance actions, conducting due diligence checks, and maintaining accurate records to support operational performance and decision-making. Your insights will contribute to the ongoing development of policies and procedures that improve safety and compliance. You will provide guidance, and support colleagues by building and maintaining strong relationships across the organisation and with our external partners. Your role will also involve identifying opportunities for service improvement and innovation, while ensuring that all assets remain safe, well maintained, and are financially sustainable. In addition to your core duties, you will contribute to wider projects and take personal responsibility for health and safety, and the wellbeing of yourself and others. The desirable skills and qualifications are: A relevant qualification or experience in property, estates management, facilities, surveying, or similar Awareness of asset management or contract management principles Awareness and experience of health and safety principles in a compliance orientated environment. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Compliance Officer, please contact HR.
Resident Services Co-ordinator (Field Based) Birmingham (Field Based) Circa £34,004 per annum Permanent, full time Main Purpose of the Role The Resident Services Co-ordinator will play a key role in delivering a high-quality, responsive, and customer-focused service to residents within a supported housing environment. The role involves providing practical assistance and advice on a wide range of issues including anti-social behaviour (ASB), safeguarding, complaints, and service requests. The postholder will build and maintain strong relationships with partners and stakeholders to ensure excellent service delivery across a defined geographical area. They will act as a trusted point of contact for residents, supporting them in accessing services, resolving issues, and achieving positive outcomes. Key Responsibilities As the Resident Services Co-ordinator, you will be responsible for delivering responsive and high-quality services to residents within your designated area. You will support new residents by providing information about local services, assisting with welfare benefit claims, and signposting to external support agencies where required. You will conduct settling-in visits and respond to anti-social behaviour complaints, undertaking investigations, risk assessments, and developing action plans to resolve issues while ensuring victims are supported. Safeguarding will be a core responsibility, with prompt referrals to local authority teams and follow-up actions to ensure resident safety. You will support formal complaint investigations, ensuring that responses are timely, of a high quality, while also providing guidance to residents facing licence terminations. This will include supporting residents through any appeal processes. Joint inspections with local authority representatives will also be part of your role, ensuring agreed actions are acted upon to agreed expectations. Working closely with partner agencies, you will deliver joined-up services that support individuals and strengthen communities. You will actively promote positive outcomes for residents, including developing pathways to independent living, and attend or facilitate case conferences with statutory and voluntary organisations. You will maintain professional relationships with managing agents to ensure accommodation and support services meet organisational standards. Resident engagement will be a key focus, including attending meetings, supporting satisfaction surveys, and using feedback to improve our services. You will also support residents in organising activities and events to foster sustainable communities, and build relationships with key community members and external stakeholders such as local councils, safeguarding teams, policing units, and charities. Your role will require familiarity with relevant policies, procedures, and legislation, accurate record keeping, and the use of resident insight to tailor services. You will contribute to continuous improvement through technology, best practice, and feedback, while upholding equality, diversity, GDPR, and health and safety standards, including lone working protocols. The desirable skills and experience for this role are: Experience of working with residents in a social housing or supported housing environment Experience of working with residents from a range of backgrounds, some with complex needs An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers Evidence of case management experience including investigating residents concerns about ASB and service complaints Experience of managing safeguarding cases including identifying warning signs Confidence to undertake home visits and follow safe lone working practices Hold a driving license with access to a vehicle. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Resident Service Co-ordinator, please contact HR.
Sep 01, 2025
Full time
Resident Services Co-ordinator (Field Based) Birmingham (Field Based) Circa £34,004 per annum Permanent, full time Main Purpose of the Role The Resident Services Co-ordinator will play a key role in delivering a high-quality, responsive, and customer-focused service to residents within a supported housing environment. The role involves providing practical assistance and advice on a wide range of issues including anti-social behaviour (ASB), safeguarding, complaints, and service requests. The postholder will build and maintain strong relationships with partners and stakeholders to ensure excellent service delivery across a defined geographical area. They will act as a trusted point of contact for residents, supporting them in accessing services, resolving issues, and achieving positive outcomes. Key Responsibilities As the Resident Services Co-ordinator, you will be responsible for delivering responsive and high-quality services to residents within your designated area. You will support new residents by providing information about local services, assisting with welfare benefit claims, and signposting to external support agencies where required. You will conduct settling-in visits and respond to anti-social behaviour complaints, undertaking investigations, risk assessments, and developing action plans to resolve issues while ensuring victims are supported. Safeguarding will be a core responsibility, with prompt referrals to local authority teams and follow-up actions to ensure resident safety. You will support formal complaint investigations, ensuring that responses are timely, of a high quality, while also providing guidance to residents facing licence terminations. This will include supporting residents through any appeal processes. Joint inspections with local authority representatives will also be part of your role, ensuring agreed actions are acted upon to agreed expectations. Working closely with partner agencies, you will deliver joined-up services that support individuals and strengthen communities. You will actively promote positive outcomes for residents, including developing pathways to independent living, and attend or facilitate case conferences with statutory and voluntary organisations. You will maintain professional relationships with managing agents to ensure accommodation and support services meet organisational standards. Resident engagement will be a key focus, including attending meetings, supporting satisfaction surveys, and using feedback to improve our services. You will also support residents in organising activities and events to foster sustainable communities, and build relationships with key community members and external stakeholders such as local councils, safeguarding teams, policing units, and charities. Your role will require familiarity with relevant policies, procedures, and legislation, accurate record keeping, and the use of resident insight to tailor services. You will contribute to continuous improvement through technology, best practice, and feedback, while upholding equality, diversity, GDPR, and health and safety standards, including lone working protocols. The desirable skills and experience for this role are: Experience of working with residents in a social housing or supported housing environment Experience of working with residents from a range of backgrounds, some with complex needs An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers Evidence of case management experience including investigating residents concerns about ASB and service complaints Experience of managing safeguarding cases including identifying warning signs Confidence to undertake home visits and follow safe lone working practices Hold a driving license with access to a vehicle. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Resident Service Co-ordinator, please contact HR.
Head of Compliance Birmingham Circa £66,420 per annum Full time Main Purpose of the Role The Head of Compliance serves as the strategic lead for the compliance function, working closely with the Director of Property Services to ensure a proactive and a robust compliance service. This role is critical in ensuring that all legal, statutory, contractual, and regulatory obligations are met. As the postholder you will develop a culture that consistently delivers a high-quality service, prioritising safe outcomes for our residents and stakeholders. In this role you will oversee compliance audits and monitor systems to maintain accurate record keeping, and ensure all asset information supports regulatory compliance and our asset management objectives. Collaboration is key, as the Head of Compliance you will work closely with our senior management team and our external partners. The role also involves producing regular performance reports and embedding key performance indicators to demonstrate compliance. Your ability to lead and develop skills within the team will be essential. Key Responsibilities You will be responsible for the continuous development of policies, procedures, and processes that enhance safety and compliance. A key part of your role will be to ensure a robust contract management framework is in place, supported by clear performance metrics and reporting. Your ability to translate complex technical advice into practical guidance will be essential, enabling colleagues, residents, and stakeholders to understand and act on compliance requirements. You will also oversee the maintenance of asset management data, ensuring records are accurate and systems deliver effective management information. Building strong relationships across the organisation and with external partners will be vital to maintain a culture of compliance. You will champion service improvement, identify innovative solutions and contribute to wider projects that support asset safety, maintenance, and financial sustainability. As Head of Compliance, you will lead a team of managers and officers to ensure statutory compliance is maintained company wide. You will work collaboratively with colleagues to deliver consistent and safe outcomes while also overseeing contractor relationships, ensuring that all external arrangements meet expected standards through regular auditing and performance checks. In addition, you will deputise for the Director of Property Services when required and attend board or committee meetings to provide strategic input and updates on compliance performance. The desirable skills and experience for this role are: A relevant advanced qualification in property, estates management, facilities, surveying, or similar e.g. RICS, CIOB Awareness of asset management principles Awareness and experience of health and safety principles in a compliance orientated environment. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Compliance, please contact HR.
Sep 01, 2025
Full time
Head of Compliance Birmingham Circa £66,420 per annum Full time Main Purpose of the Role The Head of Compliance serves as the strategic lead for the compliance function, working closely with the Director of Property Services to ensure a proactive and a robust compliance service. This role is critical in ensuring that all legal, statutory, contractual, and regulatory obligations are met. As the postholder you will develop a culture that consistently delivers a high-quality service, prioritising safe outcomes for our residents and stakeholders. In this role you will oversee compliance audits and monitor systems to maintain accurate record keeping, and ensure all asset information supports regulatory compliance and our asset management objectives. Collaboration is key, as the Head of Compliance you will work closely with our senior management team and our external partners. The role also involves producing regular performance reports and embedding key performance indicators to demonstrate compliance. Your ability to lead and develop skills within the team will be essential. Key Responsibilities You will be responsible for the continuous development of policies, procedures, and processes that enhance safety and compliance. A key part of your role will be to ensure a robust contract management framework is in place, supported by clear performance metrics and reporting. Your ability to translate complex technical advice into practical guidance will be essential, enabling colleagues, residents, and stakeholders to understand and act on compliance requirements. You will also oversee the maintenance of asset management data, ensuring records are accurate and systems deliver effective management information. Building strong relationships across the organisation and with external partners will be vital to maintain a culture of compliance. You will champion service improvement, identify innovative solutions and contribute to wider projects that support asset safety, maintenance, and financial sustainability. As Head of Compliance, you will lead a team of managers and officers to ensure statutory compliance is maintained company wide. You will work collaboratively with colleagues to deliver consistent and safe outcomes while also overseeing contractor relationships, ensuring that all external arrangements meet expected standards through regular auditing and performance checks. In addition, you will deputise for the Director of Property Services when required and attend board or committee meetings to provide strategic input and updates on compliance performance. The desirable skills and experience for this role are: A relevant advanced qualification in property, estates management, facilities, surveying, or similar e.g. RICS, CIOB Awareness of asset management principles Awareness and experience of health and safety principles in a compliance orientated environment. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Compliance, please contact HR.
Head of Residents and Support (Bradford) Bradford Circa £66,677 per annum Full time Main Purpose of the Role The Head of Residents and Support will be the senior lead, responsible for delivering a local authority commissioned temporary accommodation and support service. This role will ensure the delivery of a high-performing, person-centred resident and support service that achieves excellent outcomes for our residents. The role demands strategic oversight of service development, with a focus on achieving meaningful outcomes for residents. This includes reviewing and enhancing housing and support models to maximise customer satisfaction, while ensuring that services are aligned with statutory, contractual and regulatory requirements. The postholder will ensure compliance with all statutory, contractual, and regulatory requirements, while effectively managing risks. As Concept s safeguarding lead, the Head of Residents and Support will ensure our obligations are met and that best practice is embedded across the organisation. The role involves providing expert guidance on complex and sensitive cases, including high level complaints, anti-social behaviour (ASB), domestic abuse, and safeguarding concerns. Leadership is key, with a focus on developing a skilled and high-performing team that meets the evolving needs of residents by fostering a culture of continuous learning and improvement. Ultimately, this leadership role is about inspiring excellence, driving innovation, and championing a resident focused approach that places wellbeing, empowerment, and continuous improvement at the heart of our service delivery. Key Responsibilities As Head of Residents and Support, you will lead the delivery of a commissioned temporary accommodation and support service, ensuring that all contractual performance and quality standards are consistently met, or exceeded. You will engage with local authority commissioning teams, providing evidence of compliance and performance data through regular reporting and review meetings. The Head of Residents and Support will be responsible for the operational leadership and strategic development of resident and support services. This includes ensuring that all aspects of service delivery from resident assessments and referrals to safeguarding and tenancy terminations are underpinned by robust policies and performance frameworks. A core part of the role involves setting and maintaining high service standards, ensuring that residents receive consistent quality support. The postholder will lead on formal complaint investigations, particularly Stage 2 cases, using these as opportunities to identify learning and drive service improvements. You will also provide expert guidance on complex and sensitive issues such as anti-social behaviour and domestic abuse. As the safeguarding lead, you will oversee modern slavery queries and ensure the team is equipped with the skills and knowledge to manage sensitive issues effectively. Collaboration is key to this role, with responsibilities including building strong relationships with internal teams, external partners, and stakeholders. The postholder will work closely with the Head of Resident Experience and with the Head of Compliance to manage property-related risks and ensure residents are actively involved in shaping our services through consultation and feedback. You will drive service improvement, identify innovative solutions and develop new move-on services to support residents transitioning to independent living. Your role will also involve leading strategic projects aimed at improving service delivery and outcomes for residents. You will foster a performance driven culture, ensuring your team is proactive, well-trained, and committed to continuous improvement. Health and safety will be a priority, with responsibility for risk assessments and lone working protocols. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government) Experience of working within the exempt housing sector. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Residents and Support, please contact HR.
Sep 01, 2025
Full time
Head of Residents and Support (Bradford) Bradford Circa £66,677 per annum Full time Main Purpose of the Role The Head of Residents and Support will be the senior lead, responsible for delivering a local authority commissioned temporary accommodation and support service. This role will ensure the delivery of a high-performing, person-centred resident and support service that achieves excellent outcomes for our residents. The role demands strategic oversight of service development, with a focus on achieving meaningful outcomes for residents. This includes reviewing and enhancing housing and support models to maximise customer satisfaction, while ensuring that services are aligned with statutory, contractual and regulatory requirements. The postholder will ensure compliance with all statutory, contractual, and regulatory requirements, while effectively managing risks. As Concept s safeguarding lead, the Head of Residents and Support will ensure our obligations are met and that best practice is embedded across the organisation. The role involves providing expert guidance on complex and sensitive cases, including high level complaints, anti-social behaviour (ASB), domestic abuse, and safeguarding concerns. Leadership is key, with a focus on developing a skilled and high-performing team that meets the evolving needs of residents by fostering a culture of continuous learning and improvement. Ultimately, this leadership role is about inspiring excellence, driving innovation, and championing a resident focused approach that places wellbeing, empowerment, and continuous improvement at the heart of our service delivery. Key Responsibilities As Head of Residents and Support, you will lead the delivery of a commissioned temporary accommodation and support service, ensuring that all contractual performance and quality standards are consistently met, or exceeded. You will engage with local authority commissioning teams, providing evidence of compliance and performance data through regular reporting and review meetings. The Head of Residents and Support will be responsible for the operational leadership and strategic development of resident and support services. This includes ensuring that all aspects of service delivery from resident assessments and referrals to safeguarding and tenancy terminations are underpinned by robust policies and performance frameworks. A core part of the role involves setting and maintaining high service standards, ensuring that residents receive consistent quality support. The postholder will lead on formal complaint investigations, particularly Stage 2 cases, using these as opportunities to identify learning and drive service improvements. You will also provide expert guidance on complex and sensitive issues such as anti-social behaviour and domestic abuse. As the safeguarding lead, you will oversee modern slavery queries and ensure the team is equipped with the skills and knowledge to manage sensitive issues effectively. Collaboration is key to this role, with responsibilities including building strong relationships with internal teams, external partners, and stakeholders. The postholder will work closely with the Head of Resident Experience and with the Head of Compliance to manage property-related risks and ensure residents are actively involved in shaping our services through consultation and feedback. You will drive service improvement, identify innovative solutions and develop new move-on services to support residents transitioning to independent living. Your role will also involve leading strategic projects aimed at improving service delivery and outcomes for residents. You will foster a performance driven culture, ensuring your team is proactive, well-trained, and committed to continuous improvement. Health and safety will be a priority, with responsibility for risk assessments and lone working protocols. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government) Experience of working within the exempt housing sector. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Residents and Support, please contact HR.
Head of Residents and Support (Birmingham) Birmingham Circa £66,677 per annum Full time Main Responsibilities As the Head of Residents and Support, this role will ensure the delivery of a high performing, person centred support service that achieves excellent outcomes for our residents. The postholder will lead a dynamic team dedicated to delivering high quality housing management and support services that reflect the needs of our residents. The role demands strategic oversight of service development, with a focus on achieving meaningful outcomes for residents. This includes reviewing and enhancing housing and support models to maximise customer satisfaction, while ensuring that services are aligned with statutory, contractual and regulatory requirements. The postholder will ensure compliance with all statutory, contractual, and regulatory requirements, while effectively managing risks. As Concept s safeguarding lead, the Head of Residents and Support will ensure our obligations are met and that best practice is embedded across the organisation. The role involves providing expert guidance on complex and sensitive cases, including high level complaints, anti-social behaviour (ASB), domestic abuse, and safeguarding concerns. Leadership is key, with a focus on developing a skilled and high-performing team that meets the evolving needs of residents by fostering a culture of continuous learning and improvement. Ultimately, this leadership role is about inspiring excellence, driving innovation, and championing a resident focused approach that places wellbeing, empowerment, and continuous improvement at the heart of our service delivery. Key Responsibilities The Head of Residents and Support will be responsible for the operational leadership and strategic development of resident and support services. This includes ensuring that all aspects of service delivery from resident assessment and referral to safeguarding and tenancy termination are underpinned by robust policies and performance frameworks. A core part of the role involves setting and maintaining high service standards, ensuring that residents receive consistent quality support. The postholder will lead on formal complaint investigations, particularly Stage 2 cases, using these as opportunities to identify learning and drive service improvements. You will also provide expert guidance on complex and sensitive issues such as anti-social behaviour and domestic abuse. As the safeguarding lead, you will oversee modern slavery queries and ensure the team is equipped with the skills and knowledge to manage sensitive issues effectively. Collaboration is key to this role, with responsibilities including building strong relationships with internal teams, external partners, and stakeholders. The postholder will work closely with the Head of Resident Experience and with the Head of Compliance to manage property-related risks and ensure residents are actively involved in shaping our services through consultation and feedback. You will drive service improvement, identify innovative solutions and develop new move-on services to support residents transitioning to independent living. Your role will also involve leading strategic projects aimed at improving service delivery and outcomes for residents. You will foster a performance driven culture, ensuring your team is proactive, well-trained, and committed to continuous improvement. Health and safety will be a priority, with responsibility for risk assessments and lone working protocols. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government) Experience of working with the exempt housing sector. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Residents and Support, please contact HR.
Sep 01, 2025
Full time
Head of Residents and Support (Birmingham) Birmingham Circa £66,677 per annum Full time Main Responsibilities As the Head of Residents and Support, this role will ensure the delivery of a high performing, person centred support service that achieves excellent outcomes for our residents. The postholder will lead a dynamic team dedicated to delivering high quality housing management and support services that reflect the needs of our residents. The role demands strategic oversight of service development, with a focus on achieving meaningful outcomes for residents. This includes reviewing and enhancing housing and support models to maximise customer satisfaction, while ensuring that services are aligned with statutory, contractual and regulatory requirements. The postholder will ensure compliance with all statutory, contractual, and regulatory requirements, while effectively managing risks. As Concept s safeguarding lead, the Head of Residents and Support will ensure our obligations are met and that best practice is embedded across the organisation. The role involves providing expert guidance on complex and sensitive cases, including high level complaints, anti-social behaviour (ASB), domestic abuse, and safeguarding concerns. Leadership is key, with a focus on developing a skilled and high-performing team that meets the evolving needs of residents by fostering a culture of continuous learning and improvement. Ultimately, this leadership role is about inspiring excellence, driving innovation, and championing a resident focused approach that places wellbeing, empowerment, and continuous improvement at the heart of our service delivery. Key Responsibilities The Head of Residents and Support will be responsible for the operational leadership and strategic development of resident and support services. This includes ensuring that all aspects of service delivery from resident assessment and referral to safeguarding and tenancy termination are underpinned by robust policies and performance frameworks. A core part of the role involves setting and maintaining high service standards, ensuring that residents receive consistent quality support. The postholder will lead on formal complaint investigations, particularly Stage 2 cases, using these as opportunities to identify learning and drive service improvements. You will also provide expert guidance on complex and sensitive issues such as anti-social behaviour and domestic abuse. As the safeguarding lead, you will oversee modern slavery queries and ensure the team is equipped with the skills and knowledge to manage sensitive issues effectively. Collaboration is key to this role, with responsibilities including building strong relationships with internal teams, external partners, and stakeholders. The postholder will work closely with the Head of Resident Experience and with the Head of Compliance to manage property-related risks and ensure residents are actively involved in shaping our services through consultation and feedback. You will drive service improvement, identify innovative solutions and develop new move-on services to support residents transitioning to independent living. Your role will also involve leading strategic projects aimed at improving service delivery and outcomes for residents. You will foster a performance driven culture, ensuring your team is proactive, well-trained, and committed to continuous improvement. Health and safety will be a priority, with responsibility for risk assessments and lone working protocols. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government) Experience of working with the exempt housing sector. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Residents and Support, please contact HR.
Head of Resident Experience Birmingham Circa £66,003 per annum Full time Main Purpose of the Role The Head of Resident Experience will lead the organisation s approach to delivering high-quality customer services that meet the diverse needs of our residents. This role is pivotal in developing and overseeing resident engagement and developing insight that not only complies with regulatory standards but also maximises resident satisfaction. As Concept s resident champion, you will ensure the organisation gains meaningful insight into residents needs and incorporates their views into service development and delivery. As the Head of Resident Experience, you will also lead the relationship with the Housing Ombudsman, ensuring a compliant, high quality, resident centric complaints service is in place. A key responsibility of the role will be to drive the digital transformation of resident services, leveraging technology to enhance efficiency and outcomes. As the Head of Resident Experience, you will inspire and lead your team to deliver exceptional performance, while ensuring that team members possess the necessary skills to meet our residents expectations. Key Responsibilities As the Head of Resident Experience, you will lead a dynamic team responsible for delivering multi-channel customer services, with a strong emphasis on achieving a right first time resolution for residents. You will harness the power of technology and data to drive continuous improvement, ensuring services are responsive, efficient, and tailored to the diverse needs of our residents. A core part of your role will be to shape and lead the organisation s resident engagement strategy. You will ensure that residents voices are heard and meaningfully influence how services are designed and delivered. This includes developing a robust resident satisfaction framework that aligns with regulatory standards and utilises a variety of engagement methods to capture valuable insights. You will produce regular insight reports that highlight key trends and lessons learnt, fostering a culture of continuous learning and improvement across the organisation. As a champion of resident-centricity, you will lead initiatives to embed this ethos throughout the workforce, providing training, guidance, and support to ensure all staff are committed to listening and actively responding to resident feedback. You will alare manage the organisation s relationship with the Housing Ombudsman, ensuring that complaint handling is of the highest standard and that learning from complaints is embedded into service delivery. Your leadership will ensure that operational practices are underpinned by strong policies and performance frameworks. Collaboration will be key, as you work closely with internal teams and external partners to enhance service delivery. You will lead projects aimed at improving outcomes for residents, and work alongside the Head of Residents and Support to ensure residents are actively involved in shaping our services. You will foster a culture of high-performance within your team, encouraging innovation and a proactive approach to service delivery. By identifying and addressing learning and development needs, you will ensure your team has the skills and confidence to meet the evolving expectations of residents. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government). Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Resident Experience, please contact HR.
Sep 01, 2025
Full time
Head of Resident Experience Birmingham Circa £66,003 per annum Full time Main Purpose of the Role The Head of Resident Experience will lead the organisation s approach to delivering high-quality customer services that meet the diverse needs of our residents. This role is pivotal in developing and overseeing resident engagement and developing insight that not only complies with regulatory standards but also maximises resident satisfaction. As Concept s resident champion, you will ensure the organisation gains meaningful insight into residents needs and incorporates their views into service development and delivery. As the Head of Resident Experience, you will also lead the relationship with the Housing Ombudsman, ensuring a compliant, high quality, resident centric complaints service is in place. A key responsibility of the role will be to drive the digital transformation of resident services, leveraging technology to enhance efficiency and outcomes. As the Head of Resident Experience, you will inspire and lead your team to deliver exceptional performance, while ensuring that team members possess the necessary skills to meet our residents expectations. Key Responsibilities As the Head of Resident Experience, you will lead a dynamic team responsible for delivering multi-channel customer services, with a strong emphasis on achieving a right first time resolution for residents. You will harness the power of technology and data to drive continuous improvement, ensuring services are responsive, efficient, and tailored to the diverse needs of our residents. A core part of your role will be to shape and lead the organisation s resident engagement strategy. You will ensure that residents voices are heard and meaningfully influence how services are designed and delivered. This includes developing a robust resident satisfaction framework that aligns with regulatory standards and utilises a variety of engagement methods to capture valuable insights. You will produce regular insight reports that highlight key trends and lessons learnt, fostering a culture of continuous learning and improvement across the organisation. As a champion of resident-centricity, you will lead initiatives to embed this ethos throughout the workforce, providing training, guidance, and support to ensure all staff are committed to listening and actively responding to resident feedback. You will alare manage the organisation s relationship with the Housing Ombudsman, ensuring that complaint handling is of the highest standard and that learning from complaints is embedded into service delivery. Your leadership will ensure that operational practices are underpinned by strong policies and performance frameworks. Collaboration will be key, as you work closely with internal teams and external partners to enhance service delivery. You will lead projects aimed at improving outcomes for residents, and work alongside the Head of Residents and Support to ensure residents are actively involved in shaping our services. You will foster a culture of high-performance within your team, encouraging innovation and a proactive approach to service delivery. By identifying and addressing learning and development needs, you will ensure your team has the skills and confidence to meet the evolving expectations of residents. The desirable skills and experience for this role are: CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government). Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Head of Resident Experience, please contact HR.
Compliance Officer Repairs and Voids (Bradford) Bradford Circa £32,000 - £36,000 per annum Permanent, full time Main Purpose of the Role The Compliance Officer Repairs and Voids will play a vital role within the Compliance Team at Concept Housing, ensuring that properties are maintained to a high standard and remain compliant with all statutory and contractual obligations. The officer is responsible for coordinating repairs, managing voids, and supporting compliance activities to ensure residents have access to safe, well-maintained accommodation. This includes working closely with contractors and landlords to deliver services that meet CHA s specifications and standards, while also supporting the wider compliance team in achieving its goals. The role demands proactive engagement with stakeholders, effective contract management, and a commitment to delivering value for money. The officer ensures that all required, and emergency works are completed in allocated timescales and budgets, contributing to the overall quality and sustainability of CHA s housing provision. Key Responsibilities As part of the Compliance Team in this role you will provide contract management support, ensuring that contractors and sub-contractors operate in line with agreed specifications and conditions. You will be responsible for scheduling and overseeing repairs and void works, ensuring timely completion and adherence to quality standards. As the Compliance Officer Repairs and Voids, you will monitor performance, manage KPIs and SLAs, and ensure that all compliance documentation is accurate and up to date. Liaising with internal departments and external stakeholders, including residents, to resolve issues and provide practical solutions will also be a key requirement. The role involves identifying areas of non-compliance, offering guidance to contractors and residents, and escalating concerns where necessary. You will also contribute to surveying and quality assurance checks, manage budgets within your service area, and support the delivery of accurate management information. You are expected to keep informed of regulatory changes, promote continuous improvement, and uphold Concept s values in all aspects of your work. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Compliance Officer Repairs and Voids, please contact HR.
Sep 01, 2025
Full time
Compliance Officer Repairs and Voids (Bradford) Bradford Circa £32,000 - £36,000 per annum Permanent, full time Main Purpose of the Role The Compliance Officer Repairs and Voids will play a vital role within the Compliance Team at Concept Housing, ensuring that properties are maintained to a high standard and remain compliant with all statutory and contractual obligations. The officer is responsible for coordinating repairs, managing voids, and supporting compliance activities to ensure residents have access to safe, well-maintained accommodation. This includes working closely with contractors and landlords to deliver services that meet CHA s specifications and standards, while also supporting the wider compliance team in achieving its goals. The role demands proactive engagement with stakeholders, effective contract management, and a commitment to delivering value for money. The officer ensures that all required, and emergency works are completed in allocated timescales and budgets, contributing to the overall quality and sustainability of CHA s housing provision. Key Responsibilities As part of the Compliance Team in this role you will provide contract management support, ensuring that contractors and sub-contractors operate in line with agreed specifications and conditions. You will be responsible for scheduling and overseeing repairs and void works, ensuring timely completion and adherence to quality standards. As the Compliance Officer Repairs and Voids, you will monitor performance, manage KPIs and SLAs, and ensure that all compliance documentation is accurate and up to date. Liaising with internal departments and external stakeholders, including residents, to resolve issues and provide practical solutions will also be a key requirement. The role involves identifying areas of non-compliance, offering guidance to contractors and residents, and escalating concerns where necessary. You will also contribute to surveying and quality assurance checks, manage budgets within your service area, and support the delivery of accurate management information. You are expected to keep informed of regulatory changes, promote continuous improvement, and uphold Concept s values in all aspects of your work. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Compliance Officer Repairs and Voids, please contact HR.
Main Purpose of the Role The Asset Manager plays a crucial role in ensuring that property assets are safe, well-maintained, and financially sustainable over time. This involves assessing how assets are used and making strategic decisions to support their long-term viability. The role requires record keeping and the maintenance of accurate asset databases and information systems. A key responsibility is to monitor compliance with all legal, statutory, contractual, and regulatory obligations, ensuring that the organisation meets its responsibilities. The Asset Manager will work collaboratively with both internal and external stakeholders, providing clear and timely information on asset management, data and reporting on asset status. Additionally, the role includes overseeing fixed asset registers and offering informed recommendations regarding investment and divestment. The Asset Manager will also perform thorough inspections both prior to and following contractor work to ensure quality and compliance. Key Responsibilities In this role, you will oversee and monitor the inspection regime to ensure adherence to the organisation s property requirements and specification. You will conduct property condition surveys as needed, ensuring that any actions are taken to meet the Decent Home Standard. Maintaining and overseeing asset management data is a core task, requiring accurate record-keeping and effective use of systems. As the Asset Manager, you will support the compliance team by offering guidance and by building strong relationships across the organisation. You will lead on asset-related queries, ensuring resident safety by collaborating with both compliance and housing officers. Monitoring compliance with internal policies and external regulations, including health and safety rating systems, will be essential. In this role you will evaluate new assets for suitability and sustainability, making strategic recommendations. You will be expected to drive continuous service improvements and identify innovative solutions where required. Building and maintaining effective relationships with stakeholders, partners, and external agencies is key to the successful delivery of this role. Finally, as our Asset Manager you will contribute to various projects aimed at ensuring all assets remain safe, well-maintained, and financially viable. The desirable skills and experience for this role are: A degree or relevant qualification in property, estates management, facilities, surveying, or similar e.g. RICS Awareness of asset management principles. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Asset Manager, please contact HR.
Sep 01, 2025
Full time
Main Purpose of the Role The Asset Manager plays a crucial role in ensuring that property assets are safe, well-maintained, and financially sustainable over time. This involves assessing how assets are used and making strategic decisions to support their long-term viability. The role requires record keeping and the maintenance of accurate asset databases and information systems. A key responsibility is to monitor compliance with all legal, statutory, contractual, and regulatory obligations, ensuring that the organisation meets its responsibilities. The Asset Manager will work collaboratively with both internal and external stakeholders, providing clear and timely information on asset management, data and reporting on asset status. Additionally, the role includes overseeing fixed asset registers and offering informed recommendations regarding investment and divestment. The Asset Manager will also perform thorough inspections both prior to and following contractor work to ensure quality and compliance. Key Responsibilities In this role, you will oversee and monitor the inspection regime to ensure adherence to the organisation s property requirements and specification. You will conduct property condition surveys as needed, ensuring that any actions are taken to meet the Decent Home Standard. Maintaining and overseeing asset management data is a core task, requiring accurate record-keeping and effective use of systems. As the Asset Manager, you will support the compliance team by offering guidance and by building strong relationships across the organisation. You will lead on asset-related queries, ensuring resident safety by collaborating with both compliance and housing officers. Monitoring compliance with internal policies and external regulations, including health and safety rating systems, will be essential. In this role you will evaluate new assets for suitability and sustainability, making strategic recommendations. You will be expected to drive continuous service improvements and identify innovative solutions where required. Building and maintaining effective relationships with stakeholders, partners, and external agencies is key to the successful delivery of this role. Finally, as our Asset Manager you will contribute to various projects aimed at ensuring all assets remain safe, well-maintained, and financially viable. The desirable skills and experience for this role are: A degree or relevant qualification in property, estates management, facilities, surveying, or similar e.g. RICS Awareness of asset management principles. Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible. If you have any questions or would like an informal chat about the role of Asset Manager, please contact HR.
Support Services Co-ordinator Birmingham Circa £34,004 per annum Permanent, full time Main Purpose of the Role The Support Services Co-ordinator is part of the Resident Services team responsible for providing resident centred services to a patch of defined properties. In this role, the Support Services Co-ordinator will work directly with residents to ensure they receive person centred support in accordance with CHAs standards and good practice guidelines. Adopting a proactive approach, the Support Services Co-ordinator will ensure residents needs have been correctly assessed, and that support is being delivered to meet their individual needs. The Support Services Co-ordinator will also investigate residents concerns relating to the support they receive. The role holder will seek opportunities to work proactively with residents as part of CHAs programme of resident activities and encourage residents to engage and provide feedback on the services they receive. The Resident Services Co-ordinator will develop and maintain relationships with a range of partners. Where there is evidence that support is not being provided in accordance with CHA standards and guidelines, the Support Services Co-ordinator will provide advice to the delivery partner where appropriate and escalate cases as required. The job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to consider changes and developments in service requirements, regulations and legislation. Any changes will be discussed fully with the job holder. Key Responsibilities As a Support Services Co-ordinator within the Resident Services team, you will play a vital role in ensuring that residents across a defined geographical area receive high-quality, person-centred support in line with CHA s standards and best practice guidelines. A core responsibility of the role is to investigate any concerns raised by residents regarding the support they receive. Where issues are identified, as the Support Services Co-ordinator, you will offer guidance to partner managing agents and escalate cases when necessary to ensure that standards are upheld. You will be required to carry out scheduled and proactive visits to residents, assessing whether support is being delivered. These assessments include verifying that support is trauma-informed where appropriate. You will ensure that residents are actively involved in their support planning, and that risk and needs assessments are in place, and are reflective of the resident s current situation. Safeguarding is a critical aspect of the role. You will investigate safeguarding concerns, make timely referrals to local authority safeguarding teams, and ensure that all follow-up actions are completed to maintain resident safety. This will also include conducting joint inspections with local authority representatives and ensuring that any agreed actions are implemented. In this role you will work closely with partner agencies to deliver integrated services, attend and facilitate case conferences with statutory and voluntary organisations to support residents effectively. Building and maintaining strong relationships with community leaders, Birmingham City Council, adult safeguarding teams, and local policing units are essential to the success of the role. It is expected that you will be familiar with all relevant policies, procedures, regulatory standards, and legislation related to supported housing. Compliance with health and safety policies, including lone working procedures, are seen as mandatory knowledge for this position. It also expected that you will maintain accurate record-keeping of all resident interactions, and that you contribute to continuous service improvement using technology, customer insights, and best practices.
Sep 01, 2025
Full time
Support Services Co-ordinator Birmingham Circa £34,004 per annum Permanent, full time Main Purpose of the Role The Support Services Co-ordinator is part of the Resident Services team responsible for providing resident centred services to a patch of defined properties. In this role, the Support Services Co-ordinator will work directly with residents to ensure they receive person centred support in accordance with CHAs standards and good practice guidelines. Adopting a proactive approach, the Support Services Co-ordinator will ensure residents needs have been correctly assessed, and that support is being delivered to meet their individual needs. The Support Services Co-ordinator will also investigate residents concerns relating to the support they receive. The role holder will seek opportunities to work proactively with residents as part of CHAs programme of resident activities and encourage residents to engage and provide feedback on the services they receive. The Resident Services Co-ordinator will develop and maintain relationships with a range of partners. Where there is evidence that support is not being provided in accordance with CHA standards and guidelines, the Support Services Co-ordinator will provide advice to the delivery partner where appropriate and escalate cases as required. The job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to consider changes and developments in service requirements, regulations and legislation. Any changes will be discussed fully with the job holder. Key Responsibilities As a Support Services Co-ordinator within the Resident Services team, you will play a vital role in ensuring that residents across a defined geographical area receive high-quality, person-centred support in line with CHA s standards and best practice guidelines. A core responsibility of the role is to investigate any concerns raised by residents regarding the support they receive. Where issues are identified, as the Support Services Co-ordinator, you will offer guidance to partner managing agents and escalate cases when necessary to ensure that standards are upheld. You will be required to carry out scheduled and proactive visits to residents, assessing whether support is being delivered. These assessments include verifying that support is trauma-informed where appropriate. You will ensure that residents are actively involved in their support planning, and that risk and needs assessments are in place, and are reflective of the resident s current situation. Safeguarding is a critical aspect of the role. You will investigate safeguarding concerns, make timely referrals to local authority safeguarding teams, and ensure that all follow-up actions are completed to maintain resident safety. This will also include conducting joint inspections with local authority representatives and ensuring that any agreed actions are implemented. In this role you will work closely with partner agencies to deliver integrated services, attend and facilitate case conferences with statutory and voluntary organisations to support residents effectively. Building and maintaining strong relationships with community leaders, Birmingham City Council, adult safeguarding teams, and local policing units are essential to the success of the role. It is expected that you will be familiar with all relevant policies, procedures, regulatory standards, and legislation related to supported housing. Compliance with health and safety policies, including lone working procedures, are seen as mandatory knowledge for this position. It also expected that you will maintain accurate record-keeping of all resident interactions, and that you contribute to continuous service improvement using technology, customer insights, and best practices.