Interviews expected to take place week commencing 13th July 2026.
Closing date may be earlier than advertised if a high volume of suitable applications are received. Please submit your application as soon as possible to avoid disappointment
Role Purpose
The Compliance and Service Improvement Officer is a strategically important role within the charity’s growing team and will lead on the planning, coordination and delivery of housing regulatory compliance, assurance, and service improvement. The role focuses on governance, oversight, performance monitoring, and regulatory transparency and is key to supporting the Operational Manager strengthen governance and organisational performance across the charity.
The post holder will lead the coordination and monitoring of compliance with housing legislation and regulatory requirements, including those of the Regulator of Social Housing and the Housing Ombudsman. They will oversee regulatory reporting, assurance activity, assessments, and submissions, and ensure public information is accurate, accessible, and published in line with statutory obligations.
The role requires strong attention to detail, sound judgement, and confidence in producing high-quality written content for web publication and statutory reporting. As housing regulation evolves, the post holder will play a key role in strengthening the charity’s assurance framework and maintaining the confidence of residents, trustees, regulators, and the wider public through robust governance, transparency, and legal compliance.
Duties
Key Responsibilities
1. Compliance & Regulatory Reporting
- Lead the charity’s housing regulatory compliance and assurance activity, including:
- Ensuring compliance with the Regulator of Social Housing’s Consumer Standards and relevant legislation.
- Ensing compliance with the Social Tenants Access to Information Requirements (STAIRS).
- Leading Tenant Satisfaction Measures (TSMs), including tenant surveys and the reporting and publication of data in line with Consumer Standards.
- Oversee the charity’s complaints framework, monitoring complaint themes, responses, and outcomes, and ensuring compliance with internal policy and the Housing Ombudsman’s Complaint Handling Code.
- Prepare and submit regulatory returns to the Regulator of Social Housing as required.
- Produce high-quality assurance and compliance reports for senior managers.
- Develop and maintain housing KPIs, ensuring systems, evidence, and records are accurate, robust, and up to date.
- Support the development and review of the Housing Service Plan, including the risk register.
- Establish and embed service improvement and assurance frameworks.
- Maintain up-to-date knowledge of housing legislation, guidance, and sector best practice, advising senior management on implications, risks, and required actions.
- Coordinate and undertake internal audits to support ongoing compliance and organisational assurance.
2. Public Information & Transparency
- Produce clear, accessible, and resident-focused communications and materials to support transparency, consultation, and trust.
- Maintain accurate, up-to-date public documents to meet regulatory and statutory requirements.
3. Operational & General Duties
- Work across departments to resolve compliance issues and embed a culture of quality, learning, assurance, and continuous improvement.
- Support the Operational Manager with compliance oversight, assurance reporting, performance review, and service improvement planning.
- Maintain accurate, secure, and well-organised compliance records and data systems.
- Act as a professional representative of the charity, building effective relationships with residents, stakeholders, and sector bodies.
Essential Skills & Experience
- Strong knowledge of social housing regulation, including the Regulator of Social Housing’s requirements and wider compliance expectations.
- Experience in social housing, compliance, assurance, service improvement, or project management.
- Experience of resident engagement, consultation, or tenant feedback activity linked to compliance, transparency, or service improvement.
- Level 4 qualification in Housing Management (or equivalent), or willingness to work towards one.
- Ability to work collaboratively across teams and independently when required.
- Advanced data analysis skills, including interpreting performance data, identifying risks and opportunities, and developing action plans.
- Strong report writing and presentation skills, with the ability to communicate clearly to senior audiences.
- Strong workload management skills, with the ability to prioritise and manage competing demands.
- Good understanding of data protection in a housing or other regulated environment.
- Experience of driving service improvement and supporting organisational change.
- Proficiency in the use of IT systems, particularly Microsoft 365.
Desirable Experience
- Experience in a similar role within the charity, housing, or regulated sector.
- Experience working in services for older people, such as Extra Care, Sheltered, or Almshouse housing.
- Experience of website content management.
- Experience of overseeing or coordinating complaints processes in line with the Housing Ombudsman’s Complaint Handling Code.
- Knowledge of health and safety compliance from an assurance, monitoring, or governance perspective within a housing setting.
Personal Attributes
- Proactive and solution-focused, with the ability to anticipate, assess, and mitigate compliance risks.
- Strong attention to detail and accuracy in reporting and documentation.
- Excellent communication skills, with a professional, clear, and empathetic approach across a range of channels.
- High level of integrity, with a strong commitment to transparency, accountability, and sound judgement.
- Self-motivated, able to work independently and manage competing priorities.
- Resident-focused, committed to resolving issues effectively and delivering high standards of service.
Additional Requirement
Due to the nature of the charity’s beneficiaries, an Enhanced DBS check will be required for the successful candidate.
Pay: £39,545.00 per year
Work Location: In person
