Director of Housing and Communities

Ensure the provision of integrated housing, customer service and support provision across the organisation through strategic leadership and direction. Operate at strategic level as a member of the Leadership Team, to ensure the Langstane Group’s mission, vision and values are upheld at all times, leading by example to deliver the objectives as set out by the Board of Management. 

Responsible areas include allocations, income collection, tenancy and estate management, tenant participation, neighbourhood development, registered housing support service, and welfare rights. As the registered factor on behalf of Langstane, oversee factoring services, shared ownership, commercial and other leases arrangements.  

To ensure the effective and efficient delivery of performance and continuous improvement of all housing, customer service and housing support activities and act as lead officer of the People and Performance Committee.  

To ensure the Langstane Group is at all times sound and run with probity and transparency, whilst being able to undertake and deliver excellent services to tenants and other customers, and partners that demonstrate value for money.

We are seeking a Director of Housing and Communities to lead our housing, support and customer service functions. This is a strategic role with significant influence across the organisation. You will help shape how we deliver homes and services, ensuring they remain responsive, designed with tenants, are customer focused and fit for the future. 

We recently redesigned our housing service to be closer to tenants and give officers more capacity and autonomy to manage and build relationships in their neighbourhoods. Continuing this work will be a critical element of the role as we seek to increase tenant engagement, satisfaction and participation over the coming years.  

This is a key role at an exciting time for the association as we shape the next chapter. We are looking for an experienced strategic leader that will help create our next business plan, evolve our digital services, drive customer satisfaction, improve performance and ensure we have the people, systems and partnerships needed to deliver our long-term ambitions.  

1. Play a key role in providing leadership that brings to life Langstane’s vision and strategic direction, contributing proactively to strategy and business planning that puts tenants at the heart of decision-making.
2. To work with colleagues in the Leadership Team to drive delivery of strategic objectives as one team and identify opportunities for growth, development, improvement and innovation. 
3. Play a leading role in bringing forward and managing transformational change initiatives across the organisation.  
4. Develop, lead and deliver a plan of continual improvement across housing, customer service and support functions to ensure excellent service delivery, increase tenant satisfaction and improve performance.
5. Provide visible and inspiring leadership and guidance to employees to develop highly skilled teams to ensure they are motivated, valued and empowered to provide excellent customer focused services, as well as supporting the development of colleagues through personal development discussions, coaching and mentoring, identifying training needs and developing the talent of tomorrow.
6. Advance streamlined and efficient systems and processes, making positive contributions to enable the transformation set out in Langstane’s digital strategy.
7. To provide accurate, timely and professional advice to the Board of Management and sub committees for specific areas of responsibilities including legislative changes, best practice and innovative approaches to improve service delivery.
8. Develop our digital by default customer journey routes by maximising self-service options, while ensuring other communication routes deliver a similarly simple and responsive experience for customers.
9. Regular review and analysis of operational and strategic risks to the organisation, putting in place ways to mitigate and reduce, while assessing the wider environment to anticipate future risks.
10. Engage with the Scottish Housing Regulator and ensure compliance with the social housing charter, regulatory returns and assurance processes.
11. To identify and respond to the challenges presented by the diverse population in the North East of Scotland by developing and implementing strategies to support tenancy sustainment, welfare reform and affordability.
12. Lead on initiatives and partnerships that promote thriving neighbourhoods recognising that Langstane’s communities are wider than our housing stock. 
13. Participate in effective partnership working with local communities and with public, private and voluntary organisations in order to achieve the Group’s objectives.
14. Embed a performance culture, driving the continuous improvement of services and playing a lead role in best value processes, ensuring this is under-pinned by appropriate performance management systems and information.
15. Ensure that value for money is achieved through best value reviews, procurement processes and tight budgetary control, including a cost conscious approach to use of resources, supplies and services, and that  income is maximised through effective housing management policy and practice.
16. Explore growth opportunities by developing and implementing added value services including identifying unmet need or service gaps, designing projects and successfully bidding for external funding to meet these needs and strategic objectives.
17. Work in partnership with other agencies at local and national level to advocate for and contribute to wider policy.  
18. To lead on customer insight and engagement to identify and review customers’ needs and priorities including capturing customer intelligence, targeted service delivery and designing feedback mechanisms. This includes oversight of engagement processes, customer consultation, complaints handling and mechanisms for customer influence including developing customer scrutiny. 
19. Liaise with external and internal auditors to ensure compliance with policy and procedures and assess, manage and minimise risk to the Langstane Group in all policy making decisions.
20. Be a role model for Langstane, maintaining positive relationships with suppliers, partners, the wider sector and strategic networks, as well as continuous professional development.

• Educated to degree level in relevant subject or equivalent relevant experience 
• Experience of working in a housing association, local authority housing service or housing sector specific organisation  
• Experience of working in a similar leadership role including working with Boards and Committees at a strategic level  
• Experience of working within a senior or executive team to drive the development and delivery of strategic objectives  

• Excellent customer service and in-depth knowledge of housing management and policy 
• Knowledge of risk management, governance, assurance and associated good practice 
• Knowledge of Scottish Government, Local Authorities, statutory and voluntary partners, funding institutions, and relevant professional bodies 
• Demonstration of commercial and financial awareness 
• Highly developed leadership skills 
• Effective analytical and planning skills, and the ability to communicate at all levels, including highly developed collaboration and influencing skills

An achievement oriented and customer focused leader who demonstrates adaptability, resistance, personal motivation and commitment to continual improvement and quality of delivery. 

Our Values:  

• Valuing People 
• Relying on Teamwork 
• Aiming High: Attention to detail 
• Prudent financial managers 
• Open & accountable 
• Move with the times 

Our Culture:  

• At the heart of everything we do and every decisions we take, will be our customers

Ability to meet travel requirements of the role 

Available outside normal working hours as required  

• Experience of factoring, shared ownership and leasing  
• Understanding of repairs, maintenance, capital works programmes and new build development  
• Experience of transformational change programmes 
• Experience of subsidiary structures to support growth and opportunities