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Tenant Satisfaction Improvement Manager

London Borough of Hounslow
Hounslow (City/Town), London (Greater)
£51,093 - £54,129 per annum
Closing date
10 May 2024

Job Details

Tenant Satisfaction Improvement Manager
Salary: £51,093 - £54,129 per annum
Contract: Permanent, Full -time, 36 hours per week
Job Reference: R0006428


About us at Hounslow

We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.


About our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.


Our Benefits

If you join us, you’ll have access to a range of employee benefits. Read more about these here.


About The Role

This is an exciting opportunity to be part of the Housing Tenancy Management service as the Tenant Satisfaction Improvement Manager. You will be joining a progressive housing service with a clear focus to improve the quality of services to tenants. You will be part of a new leadership team pursuing a mandate to be the best local housing authority in the country.

You will be grounded in the delivery of complaints management, service improvement and what matters to tenants evidenced through your track record in this space.

A sound understanding of the Housing Ombudsman’s Complaint Handling Code 2024 will be critical for you to succeed in this role.


About The Team You’ll Be Working In

You will be responsible for interfacing with the Corporate Complaints service to ensure that you take responsibility for the effective management of complaints to ensure that all landlord complaints are responded within regulated timescales.

You will play a critical role in delivering the housing improvement plan and ensuring that the views of tenants drive our service delivery in line with regulatory requirements.


About You

  1. Extensive knowledge of current issues in this area including Housing Ombudsman’s Complaint Handling Code 2024
  2. Excellent interpersonal skills will mean that you are able to be supportive and motivating as you lead and inspire, empowering your colleagues whilst being clear and firm about performance and service delivery.
  3. An expert communicator who has extensive experience of developing excellent relationships with key partners.
  4. Authority and credibility to work effectively in a political environment and establish positive relationship with elected members.
  5. Experience of persuading a wide range of stakeholders to work together, encouraging an organisational focus on the needs of the community.
  6. A critical thinker with innovative and creative problem-solving skills that achieve the strategic objectives of the council, while managing and minimising risk across the service.


Essential for the Role

Basic DBS check is required for the role.

Read more about the work you’ll be doing in the Role Profile.

The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact:


Closing date: 10th May 2024

Interviews for this job will be held during week commencing 20th May 2024.

To apply please visit


Company info
020 8583 2000
Civic Centre
Lampton Road

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