Head of Housing

Hammersmith and Fulham, London
Competitive – Dependent on experience
19 Aug 2019
03 Sep 2019
Head of services
Full Time
Organisation Type
Other Organisation Type

Overall Purpose  

  • Provide strategic management and leadership to the Hammersmith and Fulham contracts 
  • Ensure that all contractual requirements are met
  • Raise standards and satisfaction levels to exceptional levels
  • Ensure the contracts demonstrate best practice, innovation and lead the way nationally in the provision of housing and estate services
  • Delivery of Pinnacle budgets according to the best accountancy practices including cash collection, ensuring that the accounts reflect the true financial position and financial risk at any time of the contract
  • Responsible for all aspects of tenancy management
  • Raise the profile and success of the contract both within Pinnacle and to external stakeholders
  • To lead by example embedding and promoting Pinnacle’s values and culture


Principal Job responsibilities 


  • Ensure compliance with all contractual obligations and KPIs
  • Management of and responsibility for the financial performance of the contracts 
  • Risk Management –identifying and minimising risk and ensuring tight financial controls are in place Working
  • Developing positive working relationships with local ward councillors and key residents
  • Working with the rest of the Group Head of Housing’s leadership team to introduce innovative ways of working collaboratively for the benefit of the business 
  • PromotingPinnacle within the Council beyond the remit of the contract, to enhance the company’s reputation, as well as developing other business opportunities for the housing business and wider Group

Business Performance   

  • Ensuring that Pinnacle exceeds KPI’s across all indicators and are best in class
  • Delivering the KPI dashboard to our clients on time and ensuring that those KPIs are verified periodically
  • Ensure all our H&S responsibilities are undertaken i.e. actions on Fire Risk Assessments
  • Producing the highest resident satisfaction levels in all KPI contract areas and delivering Social Value
  • Ensuring that complaints are answered on time and that there is a culture of learning from those complaints
  • Developing strong relationships with all stakeholders, in particular clients, and enhancing the company’s reputation within the areas that we work
  • Embedding a performance management culture by ensuring SMART objectives are set and regular reviews take place for all staff


  • Compilation and delivery of budgets 
  • Management accounting 
  • Management of financial risk against performance 
  • Reporting monthly on all of the above 

Resident Engagement 

  • Ensuring that we promote resident engagement through a variety of mechanisms including the development of a residents’ panel, improving the number of active engaged resident associations, and improving resident engagement linked to the use of technology
  • Undertaking satisfaction surveys in line with contractual requirements
  • Delivering Social Value in the contract area

Health and Safety 

  • Ensure risk assessments are undertaken and actions are carried out in a timely fashion
  • Ensure the Company’s and Client processes are followed


The following KPI’s apply to this position 

  • ContractualKPIs are met 
  • Resident satisfaction 
  • Outstanding H&S action 
  • Client satisfaction 
  • Expenditure within budget
  • Employee engagement 


Staff/Financial Responsibilities

People: Direct: 3 Area Managers and 1 Community Champion

Financial: Contract Budgets


Working Relationships

Internal: Director’s Management Group

External: Hammersmith and Fulham Housing Team Local Councillors


Skills & Experience


  • Experience of leading multiple teams in a performance-driven environment 
  • Experience of client management and partnership working
  • Understanding of the issues driving resident satisfaction
  • Strong communication and networking skills, internally and externally
  • Working collaboratively
  • Financial ability to manage multiple profit centres
  • Strong analytical skills
  • Proactive approach
  • Motivating and leading staff to achieve an excellent result


  • Experience of working with local Councillors 
  • Member of Chartered Institute of Housing or another related professional body
  • Experience of Change Management


If you require any further details about the position, please contact Nimisha Patel at Nimisha.Patel@pinnaclegroup.co.uk


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