ISHA HoCH Jun 16

RECRUITMENT PACK Head of Customer Homes Islington and Shoreditch Housing Association (ISHA) June 2016 www.campbellticke...

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RECRUITMENT PACK Head of Customer Homes Islington and Shoreditch Housing Association (ISHA) June 2016

Islington and Shoreditch Housing Association Head of Customer Homes

YOUR APPLICATION Dear applicant Thank you very much for your interest in this post. On the following pages you will find details of the role and the selection process to assist you in completing and tailoring your application. In order to apply you should submit: 

An up-to-date CV which shows your full career history – we recommend that this is no longer than three pages;

A supporting statement explaining why you are interested in this role, detailing how you are a good candidate for this post and how you fulfil the person specification – we recommend that this is no longer than three pages;

The declaration form – but completion of the equalities section is not mandatory, this is requested for monitoring purposes in line with our commitment to equality and diversity; and

Indicate on the declaration form if you cannot attend any of the interview dates.

Please note that applications can only be considered if all the documentation is complete. Please send your application, preferably in MS Word format by email to: [email protected]. Applications must be received by 12 noon on Wednesday 29th June, 2016. You will receive an acknowledgement within 24 hours of receipt and we suggest that if after that time you have not heard from us, you telephone the office (0203 434 0990) to ensure that it has arrived. Using a secure email address and putting the job title/organisation in the subject line reduces the chances of any email going into spam. Please do contact me if you wish to have an informal discussion about the role and organisation or if you have any other questions to help you decide whether to apply. You can contact me on 07503 976644 or 020 3434 0990.

Kind regards Yvonne Frayling Associate Consultant

[email protected] 020 3434 0990 2

Islington and Shoreditch Housing Association Head of Customer Homes

CONTENTS Welcome letter from the Director of Customer Operations


About ISHA


The Board


Job description


Person specification


Organisation chart – Director of Customer Operations


Organisation chart – Head of Customer Homes


Principal terms and conditions of service


Key dates and the selection process


Supplementary information


Media advertisement


[email protected] 020 3434 0990 3

Islington and Shoreditch Housing Association Head of Customer Homes

WELCOME LETTER Dear applicant, Thank you for taking the time to look at this opportunity. This is a really opportune time to join ISHA and be part of a refreshed Customer Operations Directorate. Last year the Board set out in our 2015 – 2020 Strategic Plan its priorities to ensure that by 2020 we have embedded changes that ensure that we are a truly customer centred organisation that offers “first class service delivery”, to the delight our customers. We work closely with our customers and they tell us there are many positive attributes and experiences of being one of our tenants or homeowners, however they would like to see service improvement in customer care, communication and repairs along with improvements in how we manage our contractors. In order to achieve this we have agreed to make fundamental changes to our culture, systems and communications. We have also agreed a new operating framework and we are currently restructuring the Customer Operations Directorate, to match this model, which will provide capacity for future customer demand and better deliver on our promises. The Head of Customer Homes will have responsibility for responsive repair and asset management, aids and adaptations and planned work. As part of the restructure the void function has been transferred into this section as has the in-house gas Direct Labour Organisation (DLO). We are currently letting our responsive repairs contract which will be awarded later this year and will be mobilised during 2017. This contract will offer the option of migrating our service to an insourced option such as DLO or a wholly owned subsidiary. The postholder will also work closely with colleagues in the development and delivery of our customer engagement strategy. We are looking for someone who has a broader offer that goes beyond traditional technical competence to join us. You will be a champion of the customers’ voice in service design and delivery. You will work with customers to monitor our services to ensure that their expectations are met and surpassed. You will be an excellent leader who can support a small team to successfully operate in a performance management and customer centric culture.You will have an eye for detail and you will have excellent contract management skills and experience, along with a track record of holding contractors to account to deliver responsive services, value for money and added value. You will be a team player and you will also be able to work effectively in partnership with a range key stakeholders. The sector background you come from is of less importance to us. What we are looking for is someone who shares our core values of delivering excellence for our customers. The Head of Customer Service and Head of Customer Neighbourhoods are also new posts that will be part of this Directorate and will be recruited later in 2016 and early 2017 respectively. We are happy to consider someone who is looking for a step up as we are a supportive organisation who can offer a range of training and support to enable you to grow into the role. If you believe that you have the experience, ability and enthusiasm for this role or that you are a close match with some developmental needs, I urge you to speak to our retained consultant, Yvonne Frayling of Campbell Tickell who can give you more information on our direction of travel and the role and support you with your application. Yours sincerely, Eusebio Barata Eusebio Barata Director of Customer Operations [email protected] 020 3434 0990 4

Islington and Shoreditch Housing Association Head of Customer Homes

ABOUT US The roots of ISHA go back to 1933 and we have grown rapidly in recent years and now have over 2,000 homes. We offer a wide range of housing choices: social rented, shared ownership, intermediate rent, market rent, supported housing and options for the frail elderly. ISHA is a community and neighbourhood based housing organisation managing and developing quality affordable housing for people in North and East London, especially in Hackney, Islington and Waltham Forest. ISHA consists of the subsidiaries Lien Viet Housing Association and Urban Style Ltd. Lien Viet Housing Association provides homes and support for the Vietnamese, South East Asian and wider communities. The ISHA is a charitable private registered provider of social housing governed by a Board. The senior management team are responsible for the management of the association and the efficient performance of all its activities. ISHA is smaller and more local than many other housing associations operating in London. We want ISHA to stand out of the crowd as a special housing association, that: consistently provides excellent services, listens and acts upon feedback from our customers, continually improves the efficiency quality and value of our services and goes the extra mile to make sure things get done quickly. We work in close co-operation with our local authorities, our regulator the Homes and Communities Agency, and other local Housing Associations, including Black and Minority Ethnic, special needs Housing Associations and co-operatives. Investment in development is provided by the Homes and Communities Agency. ISHA leads the North River Alliance (NRA), which is a consortium of north and east London community based housing associations. ISHA and Lien Viet Housing Association work in a multi-cultural and diverse society and uphold that no person should suffer disadvantage by reason of their race, colour, ethnic origin, religion, gender, sexuality, disability, marital status, social class, age, responsibility for dependants or HIV/AIDS status. We have a diversity strategy & action plan and work within this framework as well as all current legislation and codes of practice.

[email protected] 020 3434 0990 5

Islington and Shoreditch Housing Association Head of Customer Homes

THE BOARD Stephen Stringer (Chair of the Association) (2012) Stephen has extensive and unique executive experience in housing, regeneration and urban development within the Government sector. At the time of joining the Board Stephen was responsible for the “Extending the Rented Sector programme”, including establishing the billion pound Build to Rent fund, the Housing Debt Guarantee schemes and setting up the Private Rented Task Force. Previously Stephen was really proud to be involved in delivering the Olympic and Paralympic Games. Stephen has also worked extensively with the Housing Association sector and looks forward to bringing his experience to assist ISHA to continue to make a difference to people in London.

Pamela Bachu (2007) I have been a board member at ISHA since 2007. I am a solicitor, having qualified in 1993 and have specialised in the area of housing law for over 20 years dealing with landlord and tenant matters. I have always acted almost exclusively for social housing landlords, although I have remained in private practice throughout this period. I have acted on a variety of housing matters from general housing management issues, such as anti-social behaviour, disrepair and income recovery to judicial reviews and advising on various housing policies which I believe assists my understanding of the legal issues facing housing providers today. I have lived locally for more than 25 years and am interested in issues affecting the community particularly surrounding social and economic changes, and the various factors giving rise to these. I participate where I can in locally based initiatives and attend also at community group meetings where possible. I can offer my housing law knowledge and general legal experience to the board as well as well as my management skills, having run several large teams throughout my legal career. I keep abreast of legislative changes affecting housing issues and this awareness enables me to highlight any concerns when discussing future proposals at board meetings. I am impartial and can analyse information quickly and report back succinctly on any findings which has been of particular assistance at Stage 3 panel hearings. Coming from a litigation background I maintain a cautious but reasoned approach to issues arising and can offer pragmatic advice if required to do so. I have different skills from other board members and contribute to the diverse composition of the current board.

[email protected] 020 3434 0990 6

Islington and Shoreditch Housing Association Head of Customer Homes

Julian Elve (2011) Julian specialises in helping organisations achieve beneficial change enabled by technology. A degree in electronic engineering led to a career that has (so far) spanned technology, operations management, and management coaching and project management: including 8 years as Head of IT for a BBC commercial subsidiary. He is currently Head of Information Services for a UK-based membership organisation dedicated to raising educational achievement. An ISHA shared owner, he joined the Finance Sub-Committee in 2010 and was elected to the Board in September 2011.

Merlene Emerson (Chair of Lien Viet) (2014) Merlene trained as Solicitor and re-qualified as an Advocate commercial mediator. Merlene has been volunteering as a community mediator for CALM (Confidential and Local Mediation) based in Hammersmith for over 12 years. More recently she qualified as a Restorative Justice practitioner, and is an associate member of the Restorative Justice Council. Merlene was previously on the Board of Richmond Housing Partnership and devotes most her time to community projects and campaigns. Ruth Gee (Vice Chair of Association) (2012) Ruth is the Strategic HR director for a company which specializes in international higher education. She has had a life long commitment to education, training and community engagement with leadership roles in the British Council in Hong Kong and India and Sri Lanka as well as chief executive roles in Further Education and Higher Education in the UK. She was a Hackney Councillor 1978 to 1986 and Deputy Leader of the Inner London Education Authority 1983-1986. Ruth lives in Islington. She is committed to fair treatment and equality of opportunity in housing as well as education and was delighted to join the Board of ISHA in 2012, after a year on the Finance Sub Committee.

Philip Newby (Development Sub Committeem Chair) (2014)

I believe that the provision of genuinely affordable housing in inner London is one of the key components of civilized life and that ISHA has a real commitment and track record to deliver this. I have a number of skills and experience to help ISHA . I have 30 years’ experience of leading Regeneration working for the GLC, LB Hackney and LB Brent the last 13 years of these at Director level.

[email protected] 020 3434 0990 7

Islington and Shoreditch Housing Association Head of Customer Homes Philip Newby biography continued …. I have experience of delivering regeneration programmes and projects, not just in Housing and other physical schemes but also in economic and social projects. As a lead on Policy for Local Government I have had to keep abreast of Social Policy, equally important now as a self- employed consultant. As a Hackney resident of 36 years standing I have deep understanding of the area and surrounding boroughs and much experience of building relations with local councils. I have a lot of experience in management and have developed key business skills with both people and finance. I have led a major Council wide savings and business change programme and understand the complexities facing organisations in difficult economic circumstances. Alice Powell (2014) I am an ISHA tenant of 11 years. Having taken part in a Residents Scrutiny Panel looking into the Cleaning and Grounds Maintenance contracts in 2013, I was invited to join the Development Sub-Committee in 2013, and co-opted onto the Board at the end of 2014. Being a resident, I have a good understanding about what it is like to be an ISHA tenant and live in an ISHA building. I like to think that I have a sensitivity to the needs and requirements of my neighbours, about what works in the building and its community and where potential issues lie. This awareness of residents’ concerns has been further strengthened by listening to problems in detail on Complaints Hearings panels. The Development Sub-Committee, and related research and training is giving me a good knowledge of the great complexity involved in developing new buildings. Making decisions about finance and grants, relationships with local authorities and other housing associations, development ,building matters and architecture, that will ensure that each scheme works, and that any difficulties that occur feed into decision making about future development schemes. This comes on top of an active interest in architecture. I work freelance as a Conservator Restorer of works of art on paper, in a number of museum and galleries in London. Roz Spencer (Housing Services Sub Committee Chair) (2012)

Roz Spencer has worked as a senior executive and non-executive Board member in inner London social housing, for housing associations, local authority and ALMOs. She has extensive experience of regeneration, resident engagement, home ownership, support services, new business and business transformation. She has experience as a local authority elected Member. She is now practicing as an executive coach and consultant/interim manager.

[email protected] 020 3434 0990 8

Islington and Shoreditch Housing Association Head of Customer Homes

Ben Tansey (Finance & Resources Sub Committee Chair) (2016)

Ben joined the Board of ISHA in 2016, and is Chair of the Finance and Resources Sub-Committee. Ben started his career in strategy consulting (McKinsey & Company) and, has since worked extensively in European real estate investment (Elliott) including the UK residential sector. Ben grew up in North London, lives locally in Camden Town, and is committed to developing affordable homes. Ben also acts as Trustee for a charity helping the homeless in West London. Andrew Wade (Governance Committee Chair) (2009)

Andrew Wade is a solicitor and Chartered Director. He specialises in all aspects of property work including property development. His other interests include football (supporter of Sheffield United FC), country walking and travel

Keung Wong (2011)

Keung has an MBA and is a qualified CIMA accountant, and has worked for a number of large national charities, including MENCAP and Action for Children. He is currently Finance Director of a small technology company. Keung retired as Chair of Lien Viet Housing Association in September 2014.

[email protected] 020 3434 0990 9

Islington and Shoreditch Housing Association Head of Customer Homes


Head of Customer Homes


Customer Operations


Customer Homes

Reports to:

Director of Customer Operations

Directly manages:

Senior Surveyor & Contracts Manager, Gas Manager and Health & Safety Co-ordinator.

Main purpose of of the role Ensure that an efficient and comprehensive responsive repair and asset management service is delivered in line with the business plan and regulatory requirements. Deliver outstanding customer service and value for money through the effective management of contractors. Develop opportunities to allow customers and others to participate in decisions affecting the maintenance of their homes and neighbourhoods. Key tasks 

Ensure the effective management and customer-centred repairs and asset management service including aid & adaptations, voids and planned work et al. Ensure that delivery is driven within a performance and contract management environment. Set short, medium and long term strategy in conjunction with colleagues on the management of customers’ homes.

Manage the provision of gas services via the direct labour organisation ensuring that the service delivers value for money, added value activities and is compliant with gas safety legislation and best practice. Ensure the DLO has appropriate policies and procedures in place including managing stock, equipment and productivity.

Manage all delegated budgets effectively. Authorise works and approve payments ensuring suppliers are paid in accordance with the terms of contracts. Monitor contractor accounts, resolve disputes and queries promptly and ensure ISHA’s interests are protected at all times. Report variations against budget in a speedy fashion and agree budget rectification plans.

Ensure contracts and contractors are managed within the organisation’s Health and Safety Policy. Monitor and record compliance with all regulations and legislation concerning health and safety relevant to the scope of operations.

[email protected] 020 3434 0990 10

Islington and Shoreditch Housing Association Head of Customer Homes Key tasks continued …. 

To procure contracts in line with ISHAs procurement and financial regulations.

Ensure customer’ voice is at the centre of service improvement and development.

Liaise with local authority partners and other stakeholder to ensure the better delivery of services to customers.

Responsible for policy development within Customer Homes and make sure all policies are regularly reviewed with consultation and reflect current regulatory and legal requirements. Support ISHA’s governance structure to make great decisions on the future of asset management by writing reports and attending meetings.

Support the delivery of new homes and estate design to ensure fantastic customer homes and neighbourhoods of the future and ensuring schemes are affordable and practical to manage. Lead on behalf of Customer Operations input into asset design matters specifying standards that best support long term service delivery and asset renewal costs.

Manage leaseholder consultation for major works and cyclical in line with legislation and more generally consulting with customers on asset renewal, ensuring that ISHAs costs are collectable.

Ensure databases are accurately updated with records of contacts with customer and all other relevant information.

Take ownership and responsibility for any service related complaints/queries from customers ensuring that the customer experience is positive, professional and within set timescales at all times.

Manage all contacts in line with ISHAs quality standards, data protection policies and equality & diversity policy.

Carry out any other duties consistent with the post that may be required from time to time, at the discretion of the line manager.

[email protected] 020 3434 0990 11

Islington and Shoreditch Housing Association Head of Customer Homes

PERSON SPECIFICATION Knowledge and experience      

Customer focus and involving customers in monitoring and shaping services Demonstrate leadership in managing and motivating staff and contractors Appropriate Building Qualifications Significant experience of delivering planned/cyclical maintenance services and major works programmes at a senior level Experience of contract management Experience of procurement, tendering and value for money

Skills           

Attention to detail Ability to problem solve Good interpersonal skills Ability to manage and monitor performance Good time management and organisational skills including strategic planning Be willing to continue to learn and develop your skills Demonstrate a high level of professionalism, working with minimal supervision to complete tasks accurately the first time. Team player Literate and numerate including complex budgets and processing and analysing data from different sources Ability to write and deliver reports IT skills

Other  

Able and willing to work evenings and weekends when required Commitment to equality and diversity

[email protected] 020 3434 0990 12

Islington and Shoreditch Housing Association Head of Customer Homes

Our Inspirational Leadership Behaviours Is a role model:  Sets a personal example around standards of behaviour expected from others Listens:  Actively listens to diverse points of view  Provides support for others ideas and decisions On message:  Ensures others are clear about future plans and their part in it Motivates others:  Maintains and communicates a positive, yet realistic outlook, in spite of organisational change and challenges in order to sustain morale  Helps others see the personal benefits of doing their job well Develops staff: Ensures that people grow in their jobs by learning new skills and developing themselves  Creates a culture where people share their skills Takes responsibility and accountability  Demonstrates confidence in other’s abilities  Uses different approaches to empower different people

Core requirements – our expectation in attitudes and behaviours Passionate commitment to our customers:  We aim to get it right first time, take ownership, do what we say we will do and provide regular feedback on progress  We are willing to go the extra mile for our customers and to change in response to customer feedback  We demonstrate empathy by making sure we listen to understand what our customers want  We are punctual, considerate and honest about what we are able to do [email protected] 020 3434 0990 13

Islington and Shoreditch Housing Association Head of Customer Homes

Core requirements – our expectation in attitudes and behaviours continued... We’re Proud of Team ISHA  We work well with diversity – people with different ideas, perspectives and backgrounds  We share skills, knowledge and encourage and support others  We celebrate team successes  We’re committed to the goals of ISHA We’re empowered to make a difference  We take responsibility and ownership  We take control of our own personal development  We listen, taking comments on board and make decisions  Our managers provide positive leadership and allow others to make decisions We deliver through Personal Effectiveness  We contributing proactively to meetings and team success  We set, achieve and are accountable for agreed measurable targets  We are punctual, prepared, polite and professional  We are flexible and open to learning We Consistently Trust and Respect others  We think carefully about how we communicate and are responsible for own actions  We are polite at all times to internal and external customers  We do what we said we were going to do

[email protected] 020 3434 0990 14

Islington and Shoreditch Housing Association Head of Customer Homes


[email protected] 020 3434 0990 15

Islington and Shoreditch Housing Association Head of Customer Homes



Islington and Shoreditch Housing Association Head of Customer Homes

PRINCIPAL TERMS AND CONDITIONS Position: Head of Customer Homes Remuneration package: The salary is £57,963 - £60,921 ( NJC 61 – 64) Annual leave:

29 days rising to 31 days after 5 years’ service. ISHA is normally closed between Christmas and New Year and staff must take annual leave to cover the working days between these periods.

Location: Your normal place of work will be our office at Islington & Shoreditch Housing Association, 102 Blackstock Road, London, N4 2DR, but given the seniority of the role, travel across all our operating areas is expected Working hours:

9am to 5pm, Monday to Friday for 35 hours per week. There is a flexitime system in place. Given the seniority of this role, the Head of Customer Homes may need to work outside normal office hours, and attend evening committee meetings as required. Probationary Period Six months

[email protected] 020 3434 0990 17

Islington and Shoreditch Housing Association Head of Customer Homes

KEY DATES AND THE SELECTION PROCESS Closing date: Wednesday 29th June, 2016 First interviews: Wednesday 6th July Longlisted candidates will be interviewed by a Campbell Tickell panel. Testing and information gathering: Shortlisted candidates will be asked to complete an on-line psychometric assessment and verbal and numerical exercises. Final interviews: Tuesday 12th July and Wednesday 13th July You will be asked to prepare a presentation in advance, and deliver this at your final interview.

[email protected] 020 3434 0990 18

Islington and Shoreditch Housing Association Head of Customer Homes

SUPPLEMENTARY INFORMATION The following can be downloaded from the ISHA’s website: Strategic plan: Annual Report

[email protected] 020 3434 0990 19

Islington and Shoreditch Housing Association Head of Customer Homes




Third Floor Olympic Office Centre 8 Fulton Road Wembley Middlesex HA9 0NU 020 8830 6777 020 3434 0990 (Recruitment) [email protected]

Campbell Tickell Ltd Incorporated in Cardiff (England & Wales) Registration number 4713939 Registered office 14 Accommodation Road, London NW11 8EP VAT number 743 6943 08