Housing Operations Manager

The Housing Operations Manager is responsible for the effective day to day leadership and management of Forest Hill (Sheltered) Housing Limited. The postholder ensures that the organisation operates safely, compliantly and efficiently, while maintaining a high quality living environment that promotes independence, dignity and wellbeing for residents.

Reporting directly to the Board of Directors (via the Chair) and working closely with the part time Business Manager, the role combines hands on operational delivery with strategic oversight, appropriate for a small, values led organisation.

Key Areas of Responsibility

• Governance, Legal and Regulatory Compliance
• Act as the operational lead for compliance with all relevant social housing, health & safety, fire safety, safeguarding and regulatory requirements.
• Maintain oversight of statutory inspections, certifications and reporting (e.g. fire risk assessments, gas and electrical safety, lift safety, water hygiene).
• Ensure safeguarding concerns are identified, documented, escalated and reported appropriately.
• Work with the Business Manager to review, maintain and update governance, management and operational policies, recommending improvements to the Board.
• Act as a key point of contact with regulatory bodies, auditors, inspectors and external advisors as required.
• Operational Management of the Scheme
• Ensure the smooth day to day operation of the building, services and facilities.
• Oversee cleaning, grounds maintenance, communal services and contractor performance.
• Monitor the condition and effectiveness of building systems and equipment, ensuring issues are identified early and resolved promptly.
• Maintain accurate operational records and logs to support compliance, continuity and transparency.
• Property, Repairs and Asset Management
• Lead the planning and delivery of responsive and planned repairs and maintenance.
• Manage contracts, renewals, inspections and performance of maintenance providers.
• Support or lead agreed property improvement or refurbishment projects, liaising with contractors, consultants and the Board.
• Ensure void properties are prepared to a high standard and within agreed timescales.
• Contribute to longer term asset planning and prioritisation of investment.
• Tenancy and Occupancy Management
• Oversee all aspects of tenancy management, including:
  • Advertising and promotion of Forest Hill
  • Managing enquiries and the waiting list
  • Viewings and sign ups
  • Tenancy terminations and re lets
• Ensure tenancy documentation, records and processes are accurate, compliant and resident focused.
• Monitor occupancy levels and take proactive steps to maintain high occupancy and a waiting list.
• Resident Wellbeing and Engagement
• Act as a senior point of contact for residents and, where appropriate, families, social workers and external support providers.
• Respond to resident concerns sensitively and effectively, balancing wellbeing, independence and organisational responsibilities.
• Support the Independent Living Officer in resident liaison and day to day engagement.
• Promote a positive, inclusive and respectful community culture within the scheme.
• Staff Leadership and People Management
• Provide leadership to the on site staff team, fostering a supportive and professional working environment.
• Line manage staff, including supervision, performance management, appraisals and development.
• Ensure staff understand their roles, responsibilities and boundaries, particularly in relation to safeguarding and resident support.
• Manage recruitment, induction and training where required.
• Financial and Budgetary Oversight
• With the Business Manager, to be responsible for annual budget setting and financial planning.
• Monitor operational expenditure against budget, highlighting risks or pressures early.
• Ensure value for money in service delivery, contracts and procurement.
• Align operational priorities with available resources and Board approved budgets.
• Board Reporting and Strategic Contribution
• Provide clear, timely and accurate operational reports to the Board of Directors.
• Advise the Board on housing sector developments, regulatory changes and emerging risks.
• Make recommendations for service improvement, policy changes or investment.
• Support the Board in fulfilling its governance and oversight responsibilities.

Knowledge, Experience and Capability

The postholder is expected to:

• Hold, or be willing to work towards, a Level 4 Ofqual regulated qualification, as required by the Social Housing Regulator.
• Have experience in social/sheltered housing management and estate management.
• Demonstrate working knowledge of housing legislation, tenancy management and compliance.
• Understand health & safety and risk management in residential environments.
• Have experience of leading staff and working with, or reporting to, a governing body (Board or Trustees).

Working Style and Expectations

This role requires a high degree of professionalism, discretion and judgement. The Housing Operations Manager must be comfortable working independently, prioritising effectively and responding flexibly to changing needs. While part time, the role carries significant responsibility and requires a visible, engaged presence.

The post holder will be required to work core hours of 10am to 2pm to facilitate liaison with other team members.

Additional Information

• The role requires a DBS check due to work with vulnerable adults.
• This job description is intended as a guide and may evolve as the organisation and regulatory environment change. Any significant changes will be discussed with the postholder.
• Flexibility and a willingness to adapt are essential.

How to Apply

Please apply with:

• A CV
• A supporting statement outlining your suitability
• Two referees (one must be a recent employer)