Director Of Operations

• Feb 2022 - Present

Head Of Operations

• Jul 2020 - Feb 2022

Head of Neighbourhood Management

• Aug 2018 - Oct 2019

• One of three senior leads that helped support Neighborhood staff through business change in preparation for Phase 1B, Clarion’s ‘New Ways of Working’, with go live date 5 Nov. 2019. • Key leadership and managerial functions of Neighborhood Team East x 9 Officers and indirect responsibility for 80+ staff, operating across the South London region, incorporating, 25,000 properties. • As part of the 91 stock transfer promises, I sponsored the annual ‘resident led budget’, £308K to ensure residents engaged, consulted and had opportunity to improve their estates, with a key remit to spend 100% of resident funds, and regular updates to the LA to ensure compliance with promises agreement. • Senior lead on complex complaint responses and HR cases with 98% success rate in resolving issues where parties while not always happy with the outcome, yet very satisfied that a fair and objective process was completed. • Core responsibility for H&S compliance to ensure that gas and FRA’s completed within timeline leading to 100% gas compliance (first time in four years) and Fire safety compliance of 100%. Show less

Head of Estate Management and Environmental Services

• Aug 2014 - Jul 2018

• Full oversight and responsibility for delivering estate services to approx. 9000 properties including leasehold and freeholder properties who pay an annual service charge • Direct/indirect responsibility, leadership for 80 employees, including 2 direct reports • Implemented key departmental changes improving morale, culture, behaviors and performance. Key outcomes: customer satisfaction increased by 20%, achieved 100% H&S compliance, improved working conditions, equipment, & 100% C&C staff achieved (BICs) accreditation. • Worked in partnership with the responsive/planned teams to ensure residents kept informed of the regeneration plans across 3 of Clarions largest estates in Merton. • Effective management of the ground’s maintenance, tree and communal windows contract as well as the specialist handy/garden services for vulnerable residents. • Successfully managed and controlled financial budget expenditure to ensure the £10m spent in line with company expectations, mitigating all risks, regular VFM reviews and compliance. • Project led on Handy/Garden services review identifying efficiency savings of £150k in response to -1% rent reductions. Show less

Head of Neighbourhood Management

• Oct 2011 - Jul 2014

• Direct leadership for 7 managers and indirect responsibility for 80+ staff across neighborhoods and estate services. • Core leadership and managerial responsibility for housing management teams who delivered tenancy management, voids & allocations, community safety, 9 sheltered schemes, resident involvement, health & safety and tenancy sustainment functions to approx. 12,000 residents including general needs, leaseholders and service charge freeholders. • Strategically brought together key internal and external partners to effectively deliver the 91 stock transfer promises, including the £1.25m estate fund, annual £308k resident fund to ensure compliance with the promise’s agreement. • Represented Clarion Housing on key LA strategic board/partnerships to help reduce crime, ASB, and help improve wellbeing of all residents within Merton borough. • Key reporting functions to the board, including building relationships with CHMP board members. • Supported the effective delivery of R&M and Regeneration projects to ensure residents kept informed and any future spend costed considering regeneration plans. • Maintain financial controls for neighborhood management of £10m ensuring effective measures in place to plan and support the existing and future business requirements. • Project lead on number of VFM & service reviews to include the ASB warden services, mediation, CCTV and transforming family’s contract, identifying savings of £360k. • Acknowledged for inspirational leadership and people awards after 12 months in role. Show less

Head of Customer Services (1 year secondment opportunity)

• Sep 2010 - Sep 2011

• Overall leadership and direction of 7 housing teams, consisting of 7 direct reports and indirect responsibility for 40+ customer facing officers delivering Customer Contact Centre services, Voids & Allocations, Housing Options, Gas compliance, decant management, Reception and Facility management, operating across 14,000 properties and 11 London boroughs.• Effective management of £250k financial budget ensuring full risk management controls in place.• Strategic lead on the G15 mobility pilot that helped 6 Circle residents across G15 move home.• Managed key external relationships with Local MP’s and Cllr’s as well as other local stakeholders• First 12 month in post lead to the reduction of void relet times from 39 to 20 days in 12 months• 100% gas compliance achieved • Revised the decant process that identified efficiency savings of over £100k annually encouraging residents to live with family and friends and identifying best ways to carry out works in situ. • Recognised to leadership and people awards as voted by staff. Show less

Area Manager

• Jun 2008 - Aug 2010

• Operational lead and managerial responsibilities for 6 direct reports, that provided housing management functions to 3000 properties across 3 local authorities.• Facility management, reception responsibilities and Health & Safety functions to ensure 100% compliance in all areas.• Built ‘Holly Street Partnership, 33 local partners to successfully deliver social investment opportunities transforming Holly Street from a ‘no go’ area to a model of good practice in community development leading the way for building sustainable communities.• Operational lead for ‘managing agent’s portfolio x 9 agencies to ensure performance and compliance delivered, and ability to retrieve £600k+ in unpaid rent.• Managed key external relationships with Local MP’s and Cllr’s as well as other local stakeholders.• Recognised for strong leadership and people management achieving a staff award and bonus. Show less