Director of Housing Services

Are you a visionary leader passionate about shaping strategic and operational housing management services? Torus Group is seeking a dynamic and experienced Director of Housing Services to join our leadership team.

Based in St Helens, Warrington, or Liverpool, and reporting to the Group Director of Housing, you'll play a pivotal role in developing and delivering focused, strategic, and operational housing management services. This is your chance to drive meaningful change, forge impactful partnerships:

This is one of three Director of Housing Services roles, each focusing on key areas:

• Neighbourhood Housing
• Income & Leasehold, Complaints & Tenant Voice
• Allocations & Lettings, Safer Estates (ASB), Customer Services

The primary focus for this role will be on Income & Leasehold, Complaints & Tenant Voice, but we are seeking a candidate with the flexibility and expertise to work across all areas as needed.
If you are ready to make a significant impact and lead with vision and purpose, we would love to hear from you!

Responsibilities:

Neighbourhood Housing

• Support the Group Director of Housing (GHD) in implementing innovative, sector-first service delivery models grounded in research, commercial best practices, and digital design.
• Lead strategic priorities as a social landlord, focusing on tenancy and neighbourhood sustainability while addressing risks from deprivation, policy changes, and shifting demographics.
• Collaborate with health partners to integrate emerging health and social care delivery models.

Income Management

• Oversee Group rental income collection, including arrears, service charges, and bad debts.
• Lead the Group’s response to welfare reform risks, mitigating the impact of benefit changes on customers' rent payments.
• Leasehold Services
• Develop creative strategies for leaseholder services and management, including emerging tenures like Rent to Buy.
• Collaborate with Assets to ensure full cost recovery in Leasehold management.

Complaints & Tenant Voice

• Ensure compliance with regulatory standards, addressing complaints effectively and implementing improvements based on feedback.
• Develop robust tenant engagement models, fostering a strong Tenant Voice and stakeholder governance.
• Lead the strategic response to tenant and neighbourhood risks affecting sustainability.

Allocations

• Oversee the allocations service, tackling low-demand properties and ensuring legal compliance in policies.
• Drive the growth of the Under One Roof Service, balancing cost recovery and strategic insights.
• Customer Services
• Transform customer-facing services using digital and automation solutions while achieving channel shift targets.
• Develop a strategic vision for customer service aligned with corporate priorities and commercial practices.

Safer Estates (ASB)

• Lead efforts on anti-social behaviour, hoarding, domestic abuse, and knife crime.
• Build collaborative partnerships to deliver safer estates services.
• Develop legally compliant policies and procedures for effective enforcement tools.

Skills & Experience: 

• Degree level education, or equivalent, or demonstrable experience
• Membership of CIH at level 4 or above
• Evidence of implementing strategies, policies, operational plans and managing risk
• Experience of leadership and management at senior level
• Proven experience of managing transformational change projects
• Evidence of implementing innovative solutions and approaches to service delivery
• Excellent knowledge of industry best practice and the ability to integrate this in support of strategic aims
• Excellent written and oral communications skills including public speaking, report writing and presentation skills, conveying information in a coherent manner relevant to the audience
• Evidence of compliance with relevant legal frameworks across service area
• Extensive knowledge, experience, and evidence of managing services within chosen practice areas
• Excellent IT skills

Interview Process:

• Candidates will undergo a two-stage interview process, including a competency-based first interview, followed by a second stage featuring a presentation element and psychometric testing.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification 
• Qualification certificate check
• 2x Completed references 
• OH Health Questionnaire – Fit For Work
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&C’s

Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.

REF-218 562