Resident Engagement Manager
Reports to
Head of Operations
Responsible for
Resident Engagement Officers and associated Resident Engagement functions.
Job Summary
The Resident Engagement Manager will lead Dawson Housing Limited's Resident Engagement function, ensuring residents remain at the heart of service delivery in accordance with the Consumer Standards, Housing Ombudsman Complaint Handling Code and Dawson Housing's Corporate Plan.
The postholder will oversee resident engagement activities across Dawson's national portfolio, ensuring resident voice directly influences service improvement, governance and decision-making. They will manage the operational delivery of resident engagement, complaints, support audits, safeguarding oversight, anti-social behaviour monitoring, community outreach initiatives and Tenant Satisfaction Measures (TSMs), whilst leading a team of Resident Engagement Officers.
The role is responsible for ensuring that Managing Agents consistently deliver high-quality resident-focused services, maintaining regulatory compliance and driving continuous improvement through performance monitoring, quality assurance and resident feedback.
Key Responsibilities
Leadership & Management
- Lead, manage and develop the Resident Engagement Team.
- Allocate work, monitor performance and ensure departmental KPIs are achieved.
- Provide coaching, supervision and professional development for Resident Engagement Officers.
- Promote a positive, resident-focused culture throughout the organisation.
Resident Engagement
- Deliver Dawson Housing's Resident Engagement Strategy.
- Develop meaningful opportunities for residents to influence organisational decisions.
- Oversee the Resident Voice Panel, Resident Scrutiny activities and engagement events.
- Ensure resident feedback directly informs service improvement.
- Produce quarterly "You Said, We Did" reports demonstrating organisational learning.
- Ensure engagement activities remain inclusive, accessible and representative of Dawson's resident population.
Managing Agent Performance
- Build positive relationships with Managing Agents across the portfolio.
- Monitor compliance with Dawson's Resident Engagement Framework.
- Challenge poor performance and implement improvement plans where required.
- Monitor resident satisfaction across individual Managing Agents.
- Escalate persistent performance concerns through Dawson's governance framework.
Support Audits
- Oversee support audits across all Managing Agents.
- Allocate audits to Resident Engagement Officers.
- Ensure statutory and internal deadlines are achieved.
- Review audit quality and monitor corrective actions.
- Identify recurring themes and recommend service improvements.
- Report significant findings to senior management.
Complaints Management
- Oversee Dawson's resident complaints process.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code.
- Monitor complaint performance, trends and learning.
- Authorise complaint extensions where appropriate.
- Ensure complaints are resolved fairly, consistently and within required timescales.
- Produce quarterly complaints analysis and lessons learned reports.
Tenant Satisfaction Measures (TSMs)
- Lead delivery of Dawson's TSM programme.
- Analyse survey results and identify emerging trends.
- Produce performance dashboards and Board reports.
- Develop improvement plans where performance falls below target.
- Ensure compliance with all regulatory reporting requirements.
Safeguarding & Resident Safety
- Provide operational oversight of safeguarding activity.
- Ensure safeguarding concerns are identified and escalated appropriately.
- Monitor safeguarding trends and assurance reporting.
- Support safeguarding audits and learning reviews.
- Promote a safeguarding culture across Dawson and Managing Agents.
Anti-Social Behaviour
- Oversee the management of ASB cases.
- Monitor performance against agreed response times.
- Ensure residents receive appropriate support.
- Identify emerging ASB trends.
- Develop preventative initiatives with Managing Agents and partner agencies.
Performance & Governance
- Produce monthly and quarterly performance reports.
- Monitor departmental KPIs.
- Analyse resident satisfaction and engagement data.
- Support Committee and Board reporting.
- Ensure compliance with Consumer Standards.
- Contribute to internal audits and regulatory inspections.
Policy & Continuous Improvement
- Develop and review Resident Engagement policies and procedures.
- Ensure compliance with legislation and regulatory guidance.
- Implement service improvements arising from complaints, audits, inspections and resident feedback.
- Promote innovation and best practice.
Partnership Working
- Work collaboratively with:
- Managing Agents
- Local Authorities
- Housing Ombudsman
- Community partners
- Resident groups
- Internal departments
- Represent Dawson Housing at meetings and external forums where required.
Person Specification
Essential Experience
- Experience managing a Resident Engagement, Housing Management or Customer Experience function.
- Experience within Social Housing or Supported Housing.
- Strong knowledge of the Consumer Standards.
- Experience managing complaints in accordance with the Housing Ombudsman Complaint Handling Code.
- Experience analysing performance information and KPIs.
- Experience working with Managing Agents or third-party providers.
- Experience leading teams and performance management.
- Experience preparing reports for senior management and Boards.
Essential Knowledge
- Consumer Standards.
- Housing Ombudsman Complaint Handling Code.
- Tenant Satisfaction Measures.
- Safeguarding.
- Resident engagement methodologies.
- Social Housing regulatory framework.
- GDPR and Data Protection.
- Performance management and governance.
Skills
- Excellent leadership and people management.
- Strong analytical skills.
- Excellent report writing.
- Excellent communication and presentation skills.
- Ability to influence stakeholders.
- Excellent organisational skills.
- Ability to manage competing priorities.
- Strong problem-solving ability.
- High levels of integrity and professionalism.
Personal Attributes
- Resident focused.
- Collaborative.
- Resilient.
- Proactive.
- Adaptable.
- Solution focused.
- Professional.
- Committed to continuous improvement.
- Strong ethical standards.
Other Requirements
- Full UK Driving Licence.
- Willingness to travel nationally.
- Enhanced DBS clearance.
- Flexibility to attend occasional evening resident meetings and engagement events.
Pay: £35,000.00 per year
Benefits:
Work Location: In person
