Ensure that property services are delivered to a consistently high standard, with strong operational controls, effective communication, accurate data and clear accountability, as Property Services Manager in Stockwell, London, on a permanent basis.

Salary: £65,000 – £70,000
Responsible for: Technical Surveyor, Repairs Administrator, Damp & Mould Specialist, Senior Repairs Coordinator, Resident Contact Centre Advisors

Core focus of the role

The Property Services Manager reports directly to the Head of Asset and is responsible for the effective operational management and coordination of SW9 Community Housing’s property services functions.

The post-holder will provide day-to-day leadership across:

• Responsive Repairs and Maintenance
• Property Services Administration
• Damp & Mould
• Technical Surveying
• Resident Contact Centre
• Voids and property condition
• M&E and associated property services
• Contractor performance and service deliver
• Repairs-related compliance and building safety actions
• Resident complaints and service escalations

The role will ensure that property services are delivered to a consistently high standard, with strong operational controls, effective communication, accurate data and clear accountability.
The post-holder will work closely with the Head of Asset to translate strategic property priorities into effective operational delivery, ensuring that repairs, damp & mould, compliance, building safety and resident-facing services are joined up.

They will be responsible for monitoring performance, identifying areas of underperformance, implementing recovery plans and ensuring that risks are escalated promptly.

The role will also support the Head of Asset with service improvement, contract management, budget monitoring, policy implementation and operational reporting to SLT and Board.

Primary role responsibilities

Operational Property Services Leadership

• Provide day-to-day leadership across the Property Services function, ensuring repairs, maintenance, damp & mould, technical and resident contact services operate effectively.
• Translate the Head of Asset’s strategic priorities into clear operational plans, objectives and performance requirements.
• Ensure teams work collaboratively rather than operating in isolation, particularly across repairs, technical surveying, damp & mould and resident contact.
• Monitor workloads, priorities, risks and service pressures across all areas of responsibility.
• Identify operational issues at an early stage and implement appropriate recovery plans.
• Ensure services are delivered in accordance with SW9 policies, procedures, regulatory requirements and agreed service standards.
• Provide regular performance updates and escalation to the Head of Asset.

Repairs & Maintenance

• Oversee the day-to-day delivery of responsive repairs and maintenance services.
• Monitor repair volumes, WIP, overdue works, appointment performance, first-time fix and right-first-time performance.
• Work closely with the Senior Repairs Coordinator and Resident Contact Centre to ensure repairs are correctly raised, prioritised, scheduled and communicated.
• Ensure complex or high-risk repairs are appropriately escalated to the Technical Surveyor or Head of Asset.
• Monitor emergency and out-of-hours repair arrangements and ensure appropriate escalation processes are in place.
• Ensure repair records, inspection information, photographs and job notes are accurate and auditable.
• Support continuous improvement across repairs processes, identifying failure demand, repeat repairs and service bottlenecks.
• Ensure repairs are delivered within agreed timescales and to appropriate quality standards.

Damp & Mould 

• Provide operational management and oversight of the Damp & Mould Specialist.
• Ensure damp and mould cases are appropriately identified, triaged, recorded, investigated and progressed.
• Ensure cases are managed in accordance with Awaab’s Law, relevant statutory requirements and SW9 procedures.
• Monitor case volumes, response times, outstanding actions and recurrence.
• Ensure residents receive appropriate communication throughout the process.
• Work closely with the Technical Surveyor and repairs teams to ensure underlying building defects and causes are appropriately identified and addressed.
• Identify recurring damp and mould issues and work with the Head of Asset to develop longer-term solutions.
• Ensure accurate records and evidence are maintained for audit and reporting purposes.

Technical & Property Condition

• Provide operational oversight of the Technical Surveyor and ensure technical issues are identified, prioritised and progressed effectively.
• Ensure property condition issues, HHSRS hazards and building fabric risks are appropriately recorded and escalated.
• Ensure technical inspections and surveys support effective repair, maintenance and investment decisions.
• Work with the Head of Asset to identify recurring property defects and wider asset risks.
• Support the development of effective processes for disrepair, complex repairs, latent defects and other technical matters.
• Ensure technical recommendations are translated into effective operational delivery.
• Maintain an effective interface between technical and operational teams.

Compliance, Building Safety & M&E

• Provide operational oversight of repairs and remedial works arising from compliance and building safety requirements.
• Ensure actions arising from Fire Risk Assessments, inspections and statutory testing are appropriately recorded, prioritised and completed.
• Work with the Head of Asset and relevant SNG teams to ensure compliance-related works are delivered within agreed timescales.
• Maintain a strong understanding of M&E services, including electrical systems, gas, lifts, fire systems, communal systems and door entry.
• Ensure M&E-related repairs and remedial works are correctly allocated, monitored and escalated.
• Support effective coordination between operational teams, contractors and SNG’s specialist compliance functions.
• Ensure all compliance-related repair actions have clear ownership, appropriate evidence and auditable completion records.
• Escalate any emerging compliance or building safety risks immediately to the Head of Asset.

Voids & Empty Homes

• Provide operational oversight of the voids process, working with the Head of Asset, Technical Surveyor, repairs teams and Neighbourhood colleagues.
• Ensure void inspections, scopes of work, repairs and refurbishment requirements are completed efficiently.
• Monitor void turnaround times, costs, quality and key milestones.
• Ensure void properties are returned to an appropriate lettable standard.
• Identify recurring void issues and opportunities to improve the process.
• Monitor contractor and internal performance against agreed void targets.
• Ensure all key dates, actions and milestones are accurately recorded.

Resident Contact Centre

• Directly manage Resident Contact Centre Advisors and ensure the contact centre provides a professional, responsive and resident-focused service.
• Ensure residents receive accurate information and clear communication regarding repairs, appointments, damp & mould and property-related issues.
• Monitor call volumes, response times, abandoned calls, first-contact resolution and resident satisfaction.
• Ensure advisors have appropriate knowledge, guidance and escalation routes to resolve resident enquiries effectively.
• Work closely with the Senior Repairs Coordinator to ensure resident enquiries translate into correctly raised and categorised repairs.
• Identify recurring customer contact issues and use insight to improve property services.
• Ensure vulnerable residents and residents requiring additional support are appropriately identified and supported.

Complaints, Ombudsman & Resident Experience

• Oversee operational responses to property-related Stage 1 and Stage 2 complaints.
• Ensure complaints are investigated thoroughly and responses are accurate, timely and resident-focused.
• Work collaboratively with the Complaints Team to resolve issues and identify service learning.
• Monitor recurring complaints and identify underlying operational causes.
• Support responses to Ombudsman enquiries, MP and Councillor enquiries where required.
• Attend resident meetings and support the resolution of complex or escalated property-related concerns.
• Use resident feedback and complaints data to drive measurable service improvements.

Contractor Management & Commercial Performance

• Manage day-to-day relationships with allocated contractors.
• Monitor contractor performance against agreed KPIs, service standards, quality requirements and contractual obligations.
• Challenge underperformance and implement corrective action where required.
• Monitor variations, quotations and additional works to ensure appropriate financial controls are maintained.
• Support the Head of Asset with contract reviews, procurement, mobilisation and performance management.
• Chair or attend contractor performance meetings as required.
• Ensure post-inspections are completed appropriately and that poor workmanship is identified and addressed.
• Promote value for money across all areas of Property Services.

People & Performance Management

• Lead and manage the Technical Surveyor, Repairs Administrator, Damp & Mould Specialist, Senior Repairs Coordinator and Resident Contact Centre Advisors.
• Set clear objectives, expectations and performance measures for all direct reports.
• Conduct regular 1:1s, supervision, appraisals and development conversations.
• Identify training and development needs and support staff in building their technical and operational capability.
• Manage sickness absence, capability, conduct and performance in line with SW9 HR procedures.
• Build a positive, accountable and collaborative team culture.
• Encourage effective communication and knowledge sharing across Property Services.
• Develop a culture where staff take ownership of resident outcomes and service performance.

Data, Performance & Assurance

• Monitor and report on operational performance across Repairs, Voids, Damp & Mould, Contact Centre and Technical Services.
• Analyse trends, identify root causes and implement performance improvement plans.
• Maintain accurate operational records and ensure information is auditable.
• Produce regular management information for the Head of Asset.
• Contribute to SLT and Board reporting where required.
• Ensure performance information is used to drive service improvement rather than simply reporting activity.

Budget & Value for Money

• Support the Head of Asset with budget management across Property Services.
• Monitor expenditure, commitments, variations and contractor costs.
• Ensure expenditure is appropriately authorised and provides value for money.
• Monitor unit costs and identify opportunities to improve efficiency.
• Ensure operational decisions take account of financial impact alongside resident needs and risk.
• Contribute to annual budget planning and forecasting.

Service Improvement & Change

• Identify opportunities to improve operational processes, systems and resident experience.
• Support the Head of Asset with service transformation and organisational change.
• Review processes across Repairs, Damp & Mould, Technical Services and Resident Contact to reduce duplication and failure demand.
• Support implementation of new systems, policies and working practices.
• Promote innovation and continuous improvement across Property Services.
• Ensure lessons learned from complaints, incidents, audits and performance data are embedded into service delivery.

Skills you need

Education & Qualifications

• Degree-level education or equivalent through relevant training and experience commensurate to the role.
• Relevant property, housing, repairs, building surveying or technical qualification highly desirable.
• Management qualification desirable.
• Evidence of continuous professional development relevant to housing/property services.
• Relevant training in health & safety, damp & mould, building safety or compliance desirable.

Essential Experience and Knowledge

• Proven management experience within social housing, property services, repairs or a related environment.
• Strong operational experience across responsive repairs and property maintenance.
• Experience managing multidisciplinary teams across operational and resident-facing services.
• Experience managing repairs performance, WIP, SLAs and KPIs.
• Practical understanding of damp and mould and housing condition risks.
• Up-to-date understanding of Awaab’s Law and the operational implications for housing providers.
• Strong understanding of HHSRS and housing health and safety requirements.
• Good understanding of building safety, fire safety and statutory compliance.
• Practical understanding of M&E services and associated property maintenance requirements.
• Experience managing or working closely with contractors.
• Experience managing voids and empty property processes.
• Experience handling complex repairs, complaints and resident escalations.
• Strong understanding of the Regulator of Social Housing’s Consumer Standards, including the Home Standard.
• Experience using performance data to identify service issues and drive improvement.
• Experience managing budgets and delivering value for money.
• Demonstrated ability to lead, develop and motivate staff.
• Experience delivering service improvements, process changes or transformation.
• Evidence of building productive relationships with residents, contractors, colleagues and external partners.

Skills

• Strong operational leadership and people management skills.
• Able to manage competing priorities and make confident decisions in a high-pressure environment.
• Strong analytical skills with the ability to interpret performance data and identify root causes.
• Able to challenge poor contractor performance and drive corrective action.
• Strong understanding of repairs processes, property condition and technical issues.
• Good understanding of M&E systems and building services.
• Excellent communication and resident engagement skills.
• Strong complaint investigation and resolution skills.
• Effective commercial awareness and understanding of value for money.
• Able to manage and prioritise complex workloads across multiple teams.
• Strong organisational and project management skills.
• Confident working with senior managers, contractors, residents and partner organisations.
• Ability to translate strategic priorities into practical operational delivery.
• Strong IT and management information skills.

Core Competencies

• Ability to model professional behaviour, demonstrating standards aligned with SW9 CH Values and Behaviours.
• Able to work effectively as part of a small team, contributing collaboratively to wider organisational objectives.
• Able to manage and prioritise a demanding workload, meeting deadlines and service requirements.
• Excellent time management and organisational skills.
• Calm, professional and composed under pressure.
• Self-motivated with a proactive, solutions-focused approach.
• Strong accountability and ownership of service performance.
• Able to build trust and positive working relationships across teams.
• Commitment to continuous improvement and learning.

Personal Attributes

• Passionate about delivering excellent customer-focused property services.
• A strong people manager who develops and supports colleagues.
• Collaborative, approachable and able to build effective relationships.
• Professional, ethical and resilient.
• Commercially aware while maintaining a strong focus on resident outcomes.
• Flexible and willing to take ownership of challenging issues.
• Confident challenging poor performance and driving accountability.
• Committed to achieving organisational objectives and improving services for residents.

Values and Behaviours

• Demonstrates integrity, professionalism and ethical leadership at all times.
• Embodies SW9 Community Housing’s values of accountability, collaboration, respect, inclusion and excellence.
• Promotes equality, diversity and inclusion in all aspects of work.
• Committed to continuous improvement, innovation and delivering value for money.
• Displays a customer-focused approach with a strong sense of public service and community impact.
• Acts as an ambassador for SW9, fostering trust, transparency and partnership.

Key Relationships

Internal

• Head of Asset
• Executive Director
• Senior Leadership Team
• Technical Surveyor
• Repairs Administrator
• Damp & Mould Specialist
• Senior Repairs Coordinator
• Resident Contact Centre Advisors
• Wider Property Services Team
• Housing and Neighbourhood Teams
• Complaints Team
• Finance Team
• SNG Executives, Managers and Finance Team
• Board and Committee Members

External

• Residents and resident representatives
• Contractors and consultants
• SNG Asset Management and Compliance Teams
• Local Authority partners
• Occupational Therapists and other professional partners
• Members of Parliament and Local Councillors
• Ombudsman and other external bodies where required

Systems

• Northgate – NEC
• Microsoft Office
• SharePoint
• Workday
• Insite
• Relevant property, repairs and performance management systems

To apply

To apply for the Property Services Manager job, fill in the application form below. Your CV will be submitted to Ed Tree.