Specialist Housing Manager
Bercleys Compass | Pentland House, Hackney
Full-time | Permanent
Salary: £45k per annum
About Bercleys Compass
Bercleys Compass provides specialist, person-centred housing support to people living in temporary accommodation. Our purpose is to work alongside people to build the skills, confidence and connections they need to move towards stable and independent living.
We believe that effective support starts with understanding the individual, building trust and identifying what matters to them. We work alongside residents rather than simply doing things for them, helping people develop the skills, confidence and resilience to make meaningful and sustainable progress.
Our approach is person-centred, outcome-focused, non-judgemental and built around strong relationships.
We are looking for an experienced and passionate Specialist Housing Manager to lead the day-to-day delivery of our specialist service at Pentland House in Hackney.
The Role
As Specialist Housing Manager, you will have overall responsibility for the effective day-to-day management and delivery of the Bercleys Compass service.
You will lead and develop a team of Specialist Workers while ensuring residents receive high-quality, person-centred, outcome-focused support that helps them maintain their accommodation, improve their wellbeing and move towards greater independence.
A key part of the role will be ensuring that residents who have complex needs or are at risk of losing their accommodation receive the right assistance at the right time. This may include residents experiencing mental health challenges, substance misuse, vulnerability, homelessness, social isolation or other circumstances that may affect their ability to sustain accommodation.
You will oversee caseload management, support planning, safeguarding, quality assurance and resident outcomes, while also developing strong relationships with housing providers, local authorities, health services, voluntary organisations and other agencies.
You will be a visible and approachable manager who is equally comfortable leading a team, engaging with residents, managing complex situations, developing partnerships and ensuring the service operates to a consistently high standard.
The role reports directly to the Director of Supported Housing.
Key Responsibilities
1. Leadership & People Management
- Provide effective day-to-day leadership and direct line management to Specialist Workers.
- Conduct regular supervision, probation reviews and annual appraisals.
- Provide coaching, guidance and professional support to Specialist staff.
- Identify training and development needs and ensure staff have access to appropriate learning opportunities.
- Promote reflective practice, accountability and continuous professional development.
- Monitor staff performance and address performance or conduct issues appropriately.
- Support staff to manage complex cases, safeguarding concerns, crisis situations and challenging behaviour.
- Ensure staff understand and consistently apply Bercleys Compass policies, procedures, values and professional standards.
- Develop a positive team culture focused on resident outcomes, empowerment and continuous improvement.
2. Tenancy Sustainment & Resident Support
You will oversee the delivery of an effective, high-quality tenancy support and sustainment service.
- Maintain oversight of a caseload of residents with complex needs and/or vulnerability factors where appropriate.
- Ensure resources are prioritised using a risk-based approach, focusing support on residents most at risk.
- Ensure person-centred assessments are completed and appropriate wellbeing and Outcome Support plans are developed with residents.
- Ensure action plans and progress notes identify individual strengths, needs, risks and agreed outcomes.
- Oversee planned interventions designed to help residents sustain their accommodation and develop greater independence.
- Ensure residents at imminent risk of eviction or experiencing a crisis receive timely and appropriate support.
- Encourage and develop Specialist Workers in their use of appropriate communication techniques and approaches that empower residents and encourage positive behavioural change.
- Ensure new residents receive appropriate guidance and advice when establishing their accommodation and developing tenancy management skills.
- Help residents to develop and maintain the practical skills needed to sustain successful tenancies.
- Ensure all reasonable options are explored where a resident is at risk of losing their accommodation.
- Work with homelessness prevention services and other relevant agencies to reduce the risk of eviction.
- Signpost residents to agencies who will help them to identify ways to maximise their income, access appropriate welfare benefits and address issues relating to personal debt where appropriate.
- Ensure residents understand available housing options and pathways towards more independent accommodation.
3. Outcome Support & Resident Progression
The Manager will ensure that the Outcome Support Model is embedded consistently throughout the service.
- Oversee regular reviews of resident outcomes and support interventions.
- Ensure support is focused on measurable and meaningful progress.
- Monitor whether residents are achieving agreed goals and identify where additional intervention is required.
- Encourage residents to build independence, confidence and practical life skills.
- Support residents to access education, employment, training, volunteering and social opportunities.
- Help residents develop the skills and resilience required to successfully manage their accommodation.
- Ensure support interventions promote quality of life, wellbeing, independence and positive community participation.
- Use outcome data to identify trends, demonstrate impact and inform service improvement.
4. Resident Engagement, Wellbeing & Community
A particularly important part of this role will be developing a positive, supportive and inclusive community at Pentland House. You will:
- Develop and coordinate a programme of meaningful resident activities.
- Encourage residents to participate in the development of their community and service.
- Create opportunities that promote wellbeing, independence, social inclusion and community connection.
- Coordinate activities such as talking therapies, relaxation and wellbeing sessions, communal cooking and shared meals.
- Encourage activities that develop life skills, confidence and positive relationships.
- Help reduce isolation by creating opportunities for residents to connect with one another and the wider community.
- Work with residents to identify activities and opportunities that are meaningful to them.
- Work with external organisations, volunteers and community providers to expand the opportunities available to residents.
- Gather resident feedback and use this to improve the service.
- Ensure resident engagement activities contribute to individual support and outcome plans wherever appropriate.
5. Housing Advice & Sustainment
You will provide leadership and oversight of housing-related support, including:
- Supporting residents to understand their tenancy responsibilities.
- Helping residents develop and maintain tenancy management skills.
- Providing advice around housing pathways and Choice Based Lettings.
- Supporting residents to understand their options when facing housing difficulties.
- Working with residents at risk of eviction to identify preventative solutions.
- Liaising with homelessness prevention services and housing teams.
- Supporting residents to access welfare benefits and maximise their income.
- Helping residents address debt and financial issues that may put their accommodation at risk.
- Ensuring all relevant information is available to partner agencies when required and in accordance with confidentiality and data protection requirements.
6. Safeguarding & Vulnerability
Safeguarding will be a key responsibility within the role.
- Provide operational oversight of safeguarding within Pentland House.
- Ensure safeguarding concerns are identified, reported, recorded and managed appropriately.
- Provide advice and guidance to staff regarding safeguarding concerns and vulnerable residents.
- Act as an internal point of contact for safeguarding queries and concerns.
- Ensure appropriate escalation of safeguarding matters to relevant agencies.
- Maintain up-to-date knowledge of safeguarding legislation, guidance and best practice.
- Ensure practice reflects relevant Local Authority Adult and Child Safeguarding Board requirements.
- Support the delivery of safeguarding and vulnerability training for staff.
- Ensure risk assessments and support plans appropriately reflect identified risks.
- Work effectively with statutory services where safeguarding or vulnerability concerns arise.
7. Quality Assurance & Performance
You will take responsibility for ensuring that Bercleys Compass delivers a consistently high-quality service.
- Lead quality assurance processes across the service.
- Undertake regular audits of resident files, support plans, risk assessments and case records.
- Monitor caseloads and ensure resources are appropriately allocated.
- Monitor the quality and effectiveness of support interventions.
- Ensure resident records and case management information are accurate, timely and professionally maintained.
- Analyse performance data and resident outcomes.
- Produce reports and management information for the Director of Supported Housing.
- Identify areas for improvement and implement appropriate action plans.
- Monitor contractual and organisational performance requirements.
- Ensure the service maintains high standards of compliance, safeguarding and record keeping.
8. Partnership & Multi-Agency Working
Strong partnership working will be critical to the success of this role.
You will develop and maintain effective relationships with internal teams and external agencies, including:
- Hackney Temporary Accommodation Services
- Housing and homelessness prevention services
- Choice Based Lettings services
- Mental Health Teams
- South London and Maudsley NHS Foundation Trust (SLaM)
- Community Mental Health and Primary Care services
- Change Grow Live (CGL) and substance misuse services
- Local community and voluntary organisations
- Community enforcement and safety services
- Local policing teams
- Emergency services including Police, Fire and Ambulance
You will:
- Coordinate multi-agency support around residents with complex needs.
- Develop effective referral pathways.
- Ensure residents receive holistic and coordinated support.
- Represent Bercleys Compass at multi-agency meetings, case conferences and safeguarding meetings.
- Build strong relationships with local authority departments, housing providers, commissioners and community organisations.
- Ensure effective communication between residents, staff and partner agencies.
- Identify new community resources and partnership opportunities that could benefit residents.
9. Budget & Resource Management
As part of your management responsibilities, you will oversee the effective use of service resources.
- Manage the Pentland House service budget within agreed delegated authority.
- Monitor income and expenditure.
- Ensure expenditure remains within agreed budgets.
- Authorise expenditure where appropriate.
- Monitor staffing, training, resident activity and operational costs.
- Ensure value for money when procuring goods, services and activities.
- Contribute to annual budget planning and forecasting.
- Identify opportunities to use resources more efficiently without compromising service quality.
- Ensure resident activities and service initiatives are delivered within available budgets.
- Explore opportunities to utilise community resources, partnerships and potential funding opportunities.
What We're Looking For
We are looking for an experienced Housing Support, Supported Housing, Homelessness, Tenancy Sustainment or Social Care professional who can combine strong people management and operational skills with genuine compassion for residents.
You will ideally have:
Essential Experience
- Minimum x 3 years experience
- Experience managing and developing staff through supervision, coaching and appraisal.
- Experience working in a housing, supported housing, homelessness, tenancy sustainment, social care or related environment.
- Experience supporting people with complex needs and/or vulnerabilities.
- Experience managing or overseeing a caseload.
- Experience developing person-centred support plans and monitoring outcomes.
- Experience working with residents/tenants at risk of losing their accommodation.
- Experience of safeguarding and vulnerability issues.
- Experience of multi-agency partnership working.
- Experience liaising with statutory, voluntary and community agencies.
- Experience of quality assurance, performance monitoring and case file auditing.
- Experience managing competing priorities and working to deadlines.
- Experience of managing budgets or service resources.
Knowledge
You will ideally have a good understanding of:
- Tenancy sustainment and homelessness prevention.
- Housing pathways and temporary accommodation.
- Choice Based Lettings.
- Welfare benefits and income maximisation.
- Mental health and vulnerability.
- Substance misuse and associated support services.
- Safeguarding.
- Risk assessment and management.
- Person-centred and outcome-focused support.
- Multi-agency working.
- Local community and support networks.
A housing-related qualification, such as CIH accreditation, would be desirable. A health, counselling, social care or related qualification would also be advantageous.
Skills & Personal Qualities
You will be someone who:
- Builds trust quickly and develops positive professional relationships.
- Treats every resident with dignity, respect and compassion.
- Is genuinely committed to helping people achieve positive outcomes.
- Can balance empathy with appropriate professional boundaries.
- Has excellent verbal and written communication skills.
- Can motivate, coach and develop staff.
- Is confident managing complex and sometimes challenging situations.
- Can make sound judgements using the information available.
- Is organised and able to prioritise effectively.
- Can work under pressure and manage competing deadlines.
- Is confident working with a wide range of statutory, voluntary and community partners.
- Is proactive and solutions-focused.
- Is confident using IT systems, including Microsoft Word, Excel and Outlook and computerised case management systems.
- Understands the importance of accurate, professional and confidential record keeping.
- Is committed to continuous learning and development.
Why Join Bercleys Compass?
This is an opportunity to take a genuine leadership role in a service that can make a significant difference to people's lives.
You will have the opportunity to:
- Lead and develop a dedicated Specialist Worker team.
- Make a visible difference to residents' lives.
- Help people at risk of losing their accommodation to achieve greater stability and independence.
- Develop a strong and supportive community at Pentland House.
- Build meaningful partnerships across Hackney and the wider community.
- Develop innovative resident engagement and wellbeing activities.
- Shape service quality and continuous improvement.
- Influence resident outcomes through effective tenancy sustainment.
- Work closely with the Director of Supported Housing.
- Develop both yourself and the people you manage.
If you are an experienced housing or support professional who wants to combine strong leadership and management with meaningful, person-centred work, we would love to hear from you.
Apply now to join Bercleys Compass as our Specialist Housing Manager.
Pay: £45,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: On the road
