Housing Tenancy Experience Manager

Situated in North Worcestershire, Bromsgrove District Council and Redditch Borough Council share services. The Councils are committed to being a customer driven organisation, with our customers at the heart of everything we do; focused on improving delivery services that make a difference to the community that we serve.

The role

• To manage the day-to-day activities of the Housing BusinessSupportTeam and develop staff ensuring that staff levels reflect the demands of the service and flexible working arrangements.
• Ensure the completion of statutory returns to the Regulator of Social Housing and Government departments including CORE reporting andsupportHousing Services in the preparation for an Inspection.
• Toleada comprehensive,sensitiveand effective complaints and compliments service for Housing within the Council; working strategically with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes for the tenants of the Council.
• Monitor the effectiveness of arrangements for involving tenants and recommends changes as appropriate.

Key Requirements

• Leadthe development of effective policies, procedures, mechanisms and structures for engaging with and involving Council tenants.
• To design and deliver a strengthened tenant engagement model that improves communication, increases participation, and ensures tenants have meaningful opportunities to influence services, neighbourhood priorities, and organisationaldecision making.
• Ensure that effective performance management systems are in place to deliver and manage Strategic Business Planning, ensuring that Business Intelligence (BI) Dashboards are available to all Housing Service Managers and discussions on additional BI is added to these dashboards on request and in a timely manner. Be the point of contact to apply new KPI's to Dashboards as regulatory requirements or internal KPI requirements change over time.
• Ensure the Right to Buy process is completed within statutory requirements and approve s.125 offer notices.
• Provide back-office functions tosupportthe Housing Revenue Team ensuring processes are administered and housing management system is updated with accurate and timely information, including responsibility for the annual rent review, applying the rent increases as approved, updating the Housing Management System and ensure all tenants receive their notices of increase with the correct and legal notice periods.

Skills & experience

• At least 3 years management experience including management of a team of staff.
• At least 3 years experience working in a housing service and educated to 'A Level' or an equivalent professional CIH housing qualification.
• Detailed knowledge of policies and legislation relating to Social Housing.

Additional Information

The Councils offer a range of staff benefits:

• pension
• generous leave entitlements starting at 25 days plus bank holidays (pro-rata)
• flexible working, where appropriate
• Employee Assistance Programme
• access to employee benefits platform. Where you can find discounts for high street shops, leisure discounts, holiday discounts, salary sacrifice schemes and more

What next

A job description & person specification is attached to this advert.

Need further information on the duties of this post? Please contact Jon Elger (recruiting manager) on or email

If this role interests you please select the 'Apply' button to apply online.

Closing date - 30 March 2026 midnight Interviews will be undertaken on Tuesday 7 April 2026.

If you experience difficulties applying online then please contact HR at .

Attached documents

• JD Housing Tenancy Experience Manager.doc