Consumer Regulation Manager

We're looking for a proactive and highly skilled Consumer Regulation Manager to lead our approach to the Regulator of Social Housing's Consumer Standards. As our Consumer Regulation Manager, you'll play a pivotal role in making sure our residents have safe, high-quality homes, transparent services and an excellent tenant experience, in line with the strengthened regulatory regime introduced by the Social Housing (Regulation) Act 2023. You'll build a culture of assurance and continuous improvement across the housing association, preparing us for proactive regulatory inspection and making sure risks such as damp and mould are identified, mitigated and reported effectively. How you'll do it

• Develop, implement and maintain our Consumer Standards compliance framework, working with frontline Operations, Customer and Risk and Assurance teams to achieve a C1 regulatory grading
• Lead the annual self-assessment against the Consumer Standards, carrying out service reviews, gap analysis and diagnostic assessments, and coordinating evidence-based improvement plans
• Support the Director of Governance and Compliance to prepare for proactive inspections by the Regulator of Social Housing, coordinating evidence gathering and leading mock inspections
• Develop and monitor KPIs, performance frameworks and benchmarking, and give senior leaders clear, insight-driven reports on performance, risks and required actions
• Stay ahead of regulatory change and lead the implementation of new requirements, including Awaab's Law
• Engage directly with residents and communities so customer feedback shapes assurance and improvement activity, and provide expert advice and challenge to operational teams
  
  We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification. As our Consumer Regulation Manager, you'll bring: Essential:
• Educated to degree level or equivalent
• Excellent analytical skills, with the ability to interpret complex data and draw meaningful insights about compliance and organisational risk
• Confidence in developing frameworks, policies and training, and the ability to influence and drive change without direct authority
Desirable:
• Chartered Institute of Housing (CIH) qualification, Property Institute Level 4 Leasehold Management qualification, or working towards one
• Training in risk (IRM diploma or certificate), assurance, or project/change management (e.g. PRINCE2, Agile)
• Data analytics or Power BI knowledge
  
  Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.
  
  Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary