Head of Residents and Support (Bradford)

Head of Residents and Support (Bradford)

Bradford

Circa £66,677 per annum

Full time

Main Purpose of the Role

The Head of Residents and Support will be the senior lead, responsible for delivering a local authority commissioned temporary accommodation and support service. This role will ensure the delivery of a high-performing, person-centred resident and support service that achieves excellent outcomes for our residents.

The role demands strategic oversight of service development, with a focus on achieving meaningful outcomes for residents. This includes reviewing and enhancing housing and support models to maximise customer satisfaction, while ensuring that services are aligned with statutory, contractual and regulatory requirements.

The postholder will ensure compliance with all statutory, contractual, and regulatory requirements, while effectively managing risks. As Concept's safeguarding lead, the Head of Residents and Support will ensure our obligations are met and that best practice is embedded across the organisation.

The role involves providing expert guidance on complex and sensitive cases, including high level complaints, anti-social behaviour (ASB), domestic abuse, and safeguarding concerns. Leadership is key, with a focus on developing a skilled and high-performing team that meets the evolving needs of residents by fostering a culture of continuous learning and improvement.

Ultimately, this leadership role is about inspiring excellence, driving innovation, and championing a resident focused approach that places wellbeing, empowerment, and continuous improvement at the heart of our service delivery.

Key Responsibilities

As Head of Residents and Support, you will lead the delivery of a commissioned temporary accommodation and support service, ensuring that all contractual performance and quality standards are consistently met, or exceeded. You will engage with local authority commissioning teams, providing evidence of compliance and performance data through regular reporting and review meetings.

The Head of Residents and Support will be responsible for the operational leadership and strategic development of resident and support services. This includes ensuring that all aspects of service delivery from resident assessments and referrals to safeguarding and tenancy terminations are underpinned by robust policies and performance frameworks.

A core part of the role involves setting and maintaining high service standards, ensuring that residents receive consistent quality support. The postholder will lead on formal complaint investigations, particularly Stage 2 cases, using these as opportunities to identify learning and drive service improvements. You will also provide expert guidance on complex and sensitive issues such as anti-social behaviour and domestic abuse.

As the safeguarding lead, you will oversee modern slavery queries and ensure the team is equipped with the skills and knowledge to manage sensitive issues effectively.

Collaboration is key to this role, with responsibilities including building strong relationships with internal teams, external partners, and stakeholders. The postholder will work closely with the Head of Resident Experience and with the Head of Compliance to manage property-related risks and ensure residents are actively involved in shaping our services through consultation and feedback.

You will drive service improvement, identify innovative solutions and develop new move-on services to support residents transitioning to independent living.

Your role will also involve leading strategic projects aimed at improving service delivery and outcomes for residents. You will foster a performance driven culture, ensuring your team is proactive, well-trained, and committed to continuous improvement. Health and safety will be a priority, with responsibility for risk assessments and lone working protocols.

The desirable skills and experience for this role are:

• CIH Level 5 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government)
• Experience of working within the exempt housing sector.

Please note that interviews may be arranged throughout the application period, and as such, the vacancy could close at short notice. All applicants will be notified of the outcome of their application, so we encourage interested candidates to apply as soon as possible.

If you have any questions or would like an informal chat about the role of Head of Residents and Support, please contact HR.