Service Manager

MMP Consultancy are looking to recruit a Resident Liaison Officer on a permanent basis in East London.

* Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
* Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
* Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
* Visit and meet residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept informed at all times
* Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
* Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
* Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
* Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen
* Attend monthly contract meetings and supply relevant reports

MMP Consultancy are looking for a Housing Support Officer to join a wonderful Housing Association in East London.

Key Responsibilities:

* Work as part of a team providing a high quality housing service that meets the needs of residents and is delivered in accordance with the Corporate Objectives and Team Plan.
* Provide routine administrative support to the Local Neighbourhood Centre including the opening and distribution of post, general photocopying and stationery management.
* Update and maintain the correspondence register and chase up any outstanding responses.
* Dealing with routine enquiries in a sensitive and efficient way including relaying to residents information held on the repairs system and other systems within the office.
* Taking accurate messages for other members of staff and forwarding them on via email in a timely manner. This would include forwarding on enquiries and messages to all staff.
* Support a more experienced officer on reception duties in order to gain knowledge and experience.
* Communicate and liaise regularly with tenants and leaseholders and their representatives associations.
* Support the Neighbourhood Housing Manager in monitoring activities and services including the production and or the analysis of data.
* Ensure that all allocated duties are carried out in compliance with our Health & Safety policy, Financial Regulations, Standing Orders and other procedures.
* Undertake project work specific to your areas of responsibility as and when required.
* To be responsible for the counter and reception area, ensuring that it is tidy and welcoming and that leaflets and available material are up to date and displayed.

Skills & Knowledge:

* Knowledge and understanding of the role of a Local Neighbourhood Housing Office
* Well developed communication skills both written and verbal to deal effectively and professionally with tenants, leaseholders, contractors, managers and staff.
* Well developed IT skills (including Work, Excel and Ideally Orchard)
* Ability to manage a number of complex tasks simultaneously
* Ability to follow and record complex procedures and processes accurately

MMP Consultancy are working with a fantastic organisation to recruit a Senior Finance Planner in Kent.

Responsibilities:
* Responsible for the ongoing maintenance of the 30-year business plan, including a mid-year update of the business plan and regular sensitivity and scenario planning.
* Responsible for the production of the FFR Return to the Regulator of Social Housing.
* Responsible for providing insightful and intelligent analysis on the key drivers impacting business performance and suggesting solutions to drive improvements in financial performance.
* Able to explain complex financial information to colleagues and stakeholders with no financial knowledge, with ease.
* Responsible for treasury liquidity management across all existing and future loan funding arrangements.
* Support financing exercises as needed by the organisation's Treasury Strategy
* Production of monthly interest, loan amortisation and treasury accruals
* Production of annual loan amortisation accounting calculations
* Production and monitoring of monthly and annual Treasury covenants, KPIs and Golden Rules
* Production of monthly forecasts in relation to Treasury budgets
* Responsible for the production of daily and monthly cashflow forecasts and liaison with the Property, Development and Partnership Directorate on the management of large cash transactions
* Responsible for the quarterly production and submission of the NROSH Return
* Day to day contact for Business Planning advisers and key team contact for Treasury advisers and Banking Lawyers.
* Department expert on the use of Brixx software
* Foster and build productive relationships with funders and other key stakeholders.

Requirements:
* Substantial experience of Business Planning through Brixx
* Experience of completing the FFR Return to the Regulator of Social Housing
* Personal influence; working effectively with colleagues, partners and stakeholder groups
* Strong influencing and communication skills, personal drive and ambition to make a difference.
* Highly numerate, literate and an excellent communicator
* Ability to assimilate, analyse and interpret complex information
* Demonstrable record of developing and implementing innovative processes successfully
* Ability to self-manage, prioritise competing commitments and work to quality standards and methodically under pressure
* Able to collaborate productively with colleagues internally and external partners
* Lifelong learner with established pattern of continuing professional development and commitment to adult development

Qualifications & Skills Required:
* CCAB Qualification
* Strong knowledge and skills in using Brixx / Business Planning Software
* Strong financial appraisal and financial modelling skills
* Good communicator, personal gravitas, able to present complex technical information in a way to foster a positive financial control framework
* Ability to work accurately and to deadlines
* Good analytical skills and ability to problem solve.
* Strong administrative and organisational skills
* Strong Microsoft skills, advanced excel

Housing Operations Manager

Location: West London
Contract: Interim
Rate: Up to £300 per day (Umbrella, inside IR35)

We are seeking an experienced Housing Operations Manager to join a dynamic local authority in London on an interim basis. This crucial role will involve leading and managing a team of housing officers and assistants to deliver a high-quality neighbourhood service. The successful candidate will drive initiatives that improve resident satisfaction, ensure compliance, and contribute to building safe and sustainable communities.

Key Responsibilities:
* Lead and motivate team of Housing Officers and Housing Assistants to achieve corporate targets.
* Foster relationships with tenant and resident associations to support service improvements.
* Ensure adherence to tenancy terms to minimise nuisance and improve resident satisfaction.
* Oversee tenancy checks to address breaches, reduce illegal occupancy, and optimise housing stock use.
* Deliver quarterly estate inspections with relevant teams to maintain high standards and identify service improvement opportunities.
* Ensure team actions align with fire risk assessment recommendations.
* Manage ASB cases using available tools to deter and prevent incidents, enhancing residents' quality of life.
* Ensure a victim-centred approach to reports of domestic violence, providing prompt and sensitive responses.
* Oversee voids and rehousing processes to maximise income and expedite property letting.
* Control budgets and identify cost-saving opportunities to enhance efficiency and service delivery.
* Represent housing management services at county court hearings and in various internal and external forums.
* Build strong partnerships with internal and external stakeholders, including health services, voluntary groups, police, and community organisations.
* Assess complex tenancy management cases and recommend resolutions, ensuring adherence to legal procedures.
* Develop communication strategies to keep tenants informed of their rights and responsibilities and engage them in service development.
* Oversee the resolution of resident complaints in line with policy and use insights from complaints to drive continuous improvement.
* Analyse team performance against key indicators and implement strategies for enhancing value for money.
* Identify and deploy best practices to achieve exemplary service delivery. Champion innovative approaches to improve processes, reduce costs, and increase customer satisfaction.

About You:
* Proven track record in housing management, leading teams, and delivering community-based services within a local authority setting.
* Strong leadership, communication, and problem-solving skills, with a commitment to service excellence and continuous improvement.
* Familiarity with housing policies, tenancy laws, and effective anti-social behaviour strategies.
* Collaborative, proactive, and resident-focused, with a drive to build strong partnerships and deliver sustainable solutions.

Interim Head of Resident Engagement and Resolution

Location: Remote/Flexible with occasional site visits
Contract: Interim
Rate: £550 - £650 per day (inside IR35)

We are working on behalf of a prominent housing provider to recruit an Interim Head of Resident Engagement. This is a unique opportunity for an experienced leader to drive resident engagement and shape service delivery in a highly impactful role.

Key Responsibilities:
- Oversee the complaints-handling team, ensuring efficient resolution of customer complaints while maintaining compliance with strategic and regulatory standards. Aim for a seamless customer experience that meets and exceeds expectations.
- Head up the team responsible for implementing the Customer Engagement Strategy and supporting resident-led scrutiny groups to ensure resident input shapes service delivery and improvements.
- Design robust mechanisms to capture lessons from complaints and embed them across the organisation, collaborating with heads of service to drive strategic enhancements.
- Lead both teams through the organisation's Connect transformation programme, introducing effective structures and innovative ways of working to optimise resident engagement.
- Work closely with other departments to integrate resident feedback into broader service strategies and influence positive change at all levels of the organisation.

Candidate Profile:
- Strong background in senior leadership roles related to customer service, resident engagement, or similar fields, ideally within housing or regulated environments.
- Demonstrable experience leading and managing teams focused on complaint resolution and resident engagement, driving up customer satisfaction rates.
- Experienced in leading teams through significant organisational change and transformation projects.
- Capable of designing and implementing impactful engagement strategies that resonate with residents and stakeholders alike.
- Strong skills in building partnerships and ensuring effective cross-functional communication.
- A deep commitment to service excellence and improving the resident experience through active listening and action.

This is an exciting opportunity to join a leading housing provider in a role that places residents' voices at the heart of the business. If you are passionate about driving change and leading teams to achieve exceptional resident outcomes, we encourage you to apply.

Interim Assistant Director of Housing Management

Location: London
Salary: £600-£700 per day (Umbrella/inside IR35)
Work Arrangement: Hybrid working, with 3 days per week in the office.

The Role:
We are recruiting for an Assistant Director of Housing Management to join a London-based local authority on an interim basis. This role requires a highly skilled leader to oversee critical housing services, ensuring exceptional service delivery to residents and leading teams across various operational areas.

Key Responsibilities:
- Provide strategic leadership to housing management services for 17,000 homes (both leasehold and general needs), maintaining high standards and prioritising resident satisfaction.
- Drive the development and implementation of the Council's housing strategies, including areas such as Neighbourhood Services, Homelessness Prevention, Supported Housing, Allocations, and Financial Inclusion.
- Ensure effective budget management and value for money across all services.
- Promote continuous improvement and cultural change to establish a high-performing, resident-focused service.
- Lead on policy interpretation and ensure services comply with all relevant legislative frameworks.
- Build and maintain positive relationships with stakeholders, including resident forums, internal teams, and external partners.
- Oversee the management of contracted services and ensure strong procurement practices.
- Support and develop staff through mentoring, coaching, and training initiatives.
- Provide comprehensive and timely briefings to senior leadership and elected members.

About You:
- Proven leadership in housing management with a track record of managing large-scale operations.
- Experience with strategy development and service transformation.
- Strong financial acumen and experience managing substantial budgets.
- Ability to foster collaborative relationships with diverse stakeholders and work in politically sensitive environments.
- Thorough understanding of the regulatory landscape of social housing and relevant legislation.
- Excellent communication and influencing skills.
- Demonstrated ability to manage teams effectively, drive change, and uphold high performance standards.
- Degree-level education or equivalent professional development.

This is an opportunity for a driven leader to make a meaningful impact in housing management and play a pivotal role in shaping the delivery of vital services. If you have the expertise and experience required, we encourage you to apply for this interim position.

Please note, due to the urgency of this vacancy, we are seeking applicants who are immediately available or with short notice periods.