Performance & Quality Assurance Lead

This is a Full Time, Permanent vacancy that will close in {x} days at {xx:xx} BST. Your new role Advertised for an on behalf of Affinity Housing - Based in Reading, the Performance and Quality Assurance will oversee the back-office functions of Affinity Housing Services. Accountable to the Area Housing Manager, you'll be responsible for reporting on contract performance, maintaining data compliance, delivery of contractual programmed activities, effective management of the interfaces with the repairs and maintenance contractor, providing business assurance by complying with our contract management and governance framework. You'll support the Area Housing Manager to ensure we drive a performance driven culture focussing on continuous improvement, accountability and personal responsibility. You'll work with and maintain external relationships with key partners including the PFI Board, Local Authority, statutory and voluntary agencies. The role also includes oversight of the office facilities and ensuring our offices meets contractual, legal, and regulatory requirements.,

• Collate, validate, analyse, and provide relevant exception reporting on a monthly cycle to the Area Housing Manager prior to submission to the client.
• Ensure visibility of our performance in our office, newsletter, website, and digital channels.
• Lead on the preparation of key performance information including collation, validation, and analysis. Where there are exceptions, produce a performance improvement plan.
• Manage and process requests for information from Affinity Reading Board and the client in relation to our key performance indicators and contractual performance.
• Maintain oversight of resident led metrics including transactional surveys, tenant satisfaction measures, and complaints ensuring appropriate plans for improvement are delivering with relevant parties.
• Monitor website traffic and activity from comms campaigns that we run reactively or planned.
• Maintain professional relationships with Affinity Reading Board, Wates Property Services, client, partners, and stakeholders.
Resident Experience
• Collaborate with colleagues, the client, partners, agencies, and sub-contractor to produce a resident newsletter at least twice a year.
• Develop an annual calendar of resident engagement activities ensuring they are widely publicised using a range of appropriate channels and report on outcomes.
• Maintain a central register of operational policies, procedures, and document templates ensuring they comply with our contract and updated in a timely manner including reflecting any changes driven by regulatory and legislative changes.
• Responsible for ensuring we complete transactional satisfaction surveys for our key activities including complaints, anti-social behaviour and lettings and lead on conducting lessons learnt with Affinity Housing and repairs and maintenance colleagues.
• Monitor and report on our call handling performance using our telephony dashboard escalating issues to the Area Housing Manager.
Resident Feedback
• Ensure the management of complaints are in line with the Housing Ombudsman's Complaint Handling Code.
• Ensure lessons are learnt from complaints and commitments are delivered within agreed timeframes.
• Manage escalated customer complaints, Housing Ombudsman enquiries, and Subject Access Requests (SARs), ensuring timely and accurate responses in line with policy and regulation.
• Promote and engage staff in learning from complaints and customer feedback to inform service improvements.
Compliance & Regulation
• Monitor our compliance with the respective Regulator of Social Housing standards and report the outcomes at least quarterly to the Area Housing Manager.
• Maintain oversight of our operational interface trackers ensuring the information is up to date particularly high-risk areas including no access cases, complaint commitments, and safeguarding.
• Support the Area Housing Manager to ensure compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).
  
  Good understanding of housing law, tenancy management, and enforcement processes.
• Experience in monitoring and reporting on performance in a social housing setting.
• Understanding of the Housing Ombudsman Complaint Handling Code.
• Understanding of the Regulator of Social Housing Consumer Standards and compliance frameworks.
• Understanding of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).
• Knowledge of health and safety compliance in social housing setting.
• Excellent organisational and IT skills, with experience of using housing management systems and reporting tools.
Desirable
• Experience working within a PFI or partnership housing management environment.
• Experience managing facilities or office operations, including health and safety compliance.
• CIH Level 4 or higher (or willingness to work towards a relevant professional qualification).
• Experience working collaboratively with legal teams, enforcement agencies, or contractors.
  
  Abri is a large housing provider who own and manage more than 58,000 homes and various community assets, serving around 113,000 customers across the South of England.
We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive. What does that look like in real terms? We're investing £689m over the next ten years in our existing homes to improve building safety and make them more energy efficient.
• We're delivering 10,000 homes by 2030, ensuring affordable housing is built where it's needed most
• We're investing in our communities, to address local issues and create opportunities for everyone, We've all got different backgrounds, strengths and experiences. But we share the same values. It's these shared values that bring us together as one team.
Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities. We also expect our colleagues to share Abri's commitment to safeguarding and promoting the welfare of children, young people and adults. If you share our values and want to make a real difference in the world, you're on to a winner and we'd love to hear from you! Be yourself We're committed to promoting an inclusive culture. We welcome and respect the individual differences, life experiences and knowledge that all our colleagues bring into the workplace, and we value their contribution to our amazing company. Everyone is different, everyone is unique. Flexible working We recognise the benefits flexible working can bring and we aim to support colleagues who need to work flexibly wherever we can, provided the needs of both Abri and the colleague can be met. Please feel free to let us know about any flexibility you might need when applying for this role. We can't promise to give you exactly what you want, but we do promise to consider it fully. To our agency friends We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We're not looking to add to our preferred supplier list right now but if you'd like to be considered at a future date please don't hesitate to register on our procurement portal.

28 days holiday + the opportunity to buy and sell holiday Generous pension scheme with contributions up to 10% Money off tons of high street and online retailers Life assurance of 5x your annual salary Generous parental and family leave Health and wellbeing packages Electric car scheme Personal development opportunities Colleague recognition scheme Flexible working Free eye tests Cycle to Work scheme