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Head of Supported Housing

Job details
Posting date: 04 September 2025
Hours: Full time
Closing date: 04 October 2025
Location: Luton, Bedfordshire, LU1 3LU
Company: The Housing Network
Job type: Permanent
Job reference: ATR0234_1756975260

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Summary

Role Overview - What is it?

This role will play a key part in our transformational journey, holding direct responsibility and accountability for operational performance and quality within the Housing & Support (H&S) department with a regional and national reach- including financial viability, safeguarding and stakeholder relationships.

With ambitious growth targets embedded in our strategy this role will be integral to executing The Housing Network's (THN) Homelessness Strategy, at pace alongside strong sector knowledge. Working with Senior colleagues to leverage and build strong stakeholder relationships - to maintain provider of choice status.

A key element of our strategic growth plan is the introduction of a Supported Exempt Rent based service. This role will lead the mobilisation, scaling up and continuous improvement of these new services which employ a trauma informed approach and a psychologically informed environment - in support of our defined homelessness prevention pathway.

This is a fast moving, growing department looking for equally enthusiastic people to join us, who are self-motivated to improve outcomes for people experiencing homelessness and multiple disadvantage.


Main Duties - What needs to be done?

  • Lead responsibility for all aspects of the operational effectiveness and continuous improvement of our Housing & Support (H&S) department.
  • Lead responsibility for revenue and expenditure to ensure that the services operate within the financial envelope, ensuring payment of Housing and Council Tax Benefit across all units.
  • Lead responsibility for the mobilisation, scaling up and continuous improvement of our new Supported Exempt Rent service.
  • Lead responsibility for networking and developing local relationships with employers and the charitable sector to secure recreational/economic activities for residents
  • Lead responsibility for the development and management of a compliant Safeguarding Framework and process.
  • Manage and coach remote teams within a defined region to enhance cohesive working and embed a behavioural framework underpinned by THN's values. A frequent presence is required in the initial service mobilisation period, involving travel to locations such as Bristol and Liverpool.
  • Working alongside the Director of Housing and Support and Chief Operating Officer (COO) to maintain highly trusting and effective (Provider of Choice) commissioner relationships.
  • Support the Director of Housing and Support and the COO to further develop and improve the new Homelessness Prevention Pathway model.
  • Support the management and delivery of Housing & Support (H&S) departmental budgets and strategic objectives.
  • Lead on the accurate and effective management of relevant service budgets and performance to ensure optimum performance against organisational objectives.
  • Working collaboratively and innovatively with the Director of Housing and Support and COO to ensure successful delivery of the Strategy and meeting key targets
  • Working with the Director of Housing and Support COO and Director of People to embed a Sector Specific Language and trauma informed approach which aligns with MEAM.
  • Lead responsibility for the development and management of an adequate and appropriate Resident Feedback and Complaint Framework and process.
  • Lead responsibility for the further development and mobilisation of our Lived Experience Voice activities and focus.
  • Lead responsibility for the management, oversight, improvement and data compliance of Support Planning and Risk Management.
  • Lead responsibility for operational management, delivery and reporting against contractual obligations.
  • Contribute to the development of A Social Impact Measurement framework and data collation process.
  • Supporting the Director of Housing and Support alongside the COO and marketing function to ensure a maximised approach to communicating and highlighting our social impact.
  • Identify opportunities for the Executive Team to further engage with the sector to maximise growth.
  • Lead on the development and management of a high-performance Housing & Support department team which consistently exceeds expectations.
  • Working alongside the Director of Housing and Support to act as subject matter experts for the sector, using that knowledge to identify opportunities and risks for the organisation.

Scope and Accountability - Which bits are involved?

  • Financial - Departmental Budget (Framework / Total Value in Development).
  • People - Direct Reports @ 4-5 / Overall Division @ circa 300
  • Legislation and compliance - Awareness of Regulator of Social Housing (RSL) Standards / Health & Safety / Building Safety Act / Fire Safety Act / Housing Ombudsman/ Homelessness Act 1996 (as amended) Homeless Reduction Act 2017/Care Act/ Safeguarding
  • Risk - Departmental Risk Register (and mitigation) / Safeguarding / Complaints.
  • Governance - Internal Policies (e.g. Financial Regulations and Safeguarding) / GDPR and Data Protection.
  • Assets - Departmental Elements of Accommodation Portfolio.

Relationships - Who will I be working / engaging with?

  • Internal Stakeholders - Managing Directors / Senior Leadership Team / Direct Reports (and team members) / Internal Project Groups (e.g. Lived Experience Groups) / Staff Teams from across the Organisation (as required).
  • External Stakeholders - County and District local Authority Commissioners / Delivery Partners (e.g. YMCA Federation) / Advisors (e.g. Lawyers) / Auditors / / Emergency and Statutory Services / Various Clients and Customers

Competencies - Who with and your skill level?

  • Proven experience of working as a manager in a supported housing sector, preferably with people experiencing homelessness and multiple disadvantage
  • In depth knowledge and awareness of related housing regulations/ law and good practice
  • A broad knowledge of Housing and Council Tax Benefit
  • Working knowledge of Adults and Children's Safeguarding practices and reporting procedures, and contributing to Statutory Professionals meetings
  • Understand risk and performance management frameworks.
  • Experience of delivering face to face customer service with the ability to have honest conversations with customers and manage difficult conversations.
  • Ability to travel
  • Experience of developing partnership working with support agencies, local authorities and community groups.
  • Good knowledge of performance monitoring, people management and producing related reports to evidence housing, health and wellbeing outcomes
  • Experience of using ICT systems - housing management, CRM systems and Microsoft office software.
  • Commitment to delivering excellent customer services.
  • Understanding or experience of delivering Strengths based and Trauma Informed services.
  • Proven skill and ability to appropriately manage large complex functions in high pressure environments.
  • High levels of personal drive and ambition to deliver (and exceed) against strategic objectives.
  • Excellent communication skills and ability to work under pressure to foster and develop a collaborative and shared ownership culture.
  • Solution focused approach to delivering results, managing and mitigating risks and managing / resolving challenges.
  • Professional values and approach that support integrity, transparency, empathy and inclusion alongside the MEAM principles https://meam.org.uk/

General and Additional

  • The responsibilities contained within this job description are indicative, but not exhaustive. As the role develops, the requirements of the post may change, and as such the post is subject to review in discussion with the post holder.
  • The post holder may be required to undertake other duties from time to time as the organisation may reasonably require which are commensurate with the grade of the post.
  • The post holder shall comply with the organisation's policies and procedures, ensuring appropriate actions and reporting protocols are followed at all times.
  • The post holder shall attend regular staff or other related meetings, contributing positively where appropriate and relevant.
  • Extensive travel across the UK will be required from time to time to support the delivery of role requirements.
  • An Enhanced Disclosure is required for this position.

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