Housing Director

Your core mission is to ensure PPHA operates as a well-governed, compliant and customer-focused Registered Provider. Your mission is to make every PPHA customer feel valued, appreciated, safe and cared for during their journey with us.

You are responsible for the governance and operational oversight of housing services across the platform. This includes regulatory compliance, customer outcomes, managing agent performanceand operational risk management.

You lead the systems, policies and oversight that ensure the organisation consistently meets regulatory standards and delivers safe, high-quality homes for customers. As the platform grows from c.500 homes today to thousands over the coming years, you ensure governance, customer outcomes and operational oversight scale with the business.

You are accountable for ensuring the Registered Provider remains compliant, well-run and trusted by regulators, Local Authorities and partners.

While the Head of Housing leads the day-to-day delivery of services, you provide the strategic oversight, governance, ultimate responsibility and leadership that ensures those services perform at the required standard.

• Significant experience in senior housing leadership within a Registered Provider or similar regulated housing environment.
• Proven experience leading housing operations and improvingcustomer outcomes within a Registered Provider environment.
• Strong understanding of housing regulation and the requirements of the Regulator of Social Housing.
• Experience preparing organisations for regulatory inspections or IDAs.

You obsess over:

• Customer outcomes: ensuring customers receive safe, well-managedhomes, intentional care and community focus, and high-quality services.
• Regulatory excellence: ensuring PPHA consistently meets regulatory standards and remains audit-ready.
• Operational standards: ensure that all external partners consistently operate to the standards expected of a high-performing RP.
• External stakeholder leadership: treating managing agents and service partners as an extension of the team, setting clear expectations, challenging underperformance and continuously raising the standard.
• Protecting the platform: treating regulatory, operational and reputational risk as if the business were your own, jumping on issues early and proactively.

You excel at:

• Governance leadership: establishing strong policies, reporting structures and governance processes.
• Strategic leadership: balancing customer outcomes, regulatory standards, operational efficiency and entrepreneurial flair as the platform grows.
• Regulatory navigation: deeply understanding housing regulation, legislative change and regulatory expectations.

Early traction and strategic control.

• Clear understanding of PPHA’s housing operations, regulatory position and governance framework, with key risks, gaps and priorities identified.
• Policies, reporting and governance structures reviewed and strengthened to ensure the organisation is well positioned against regulatory standards.
• Managing agent and service partner performance assessed, with clear expectations, KPIs and improvement priorities agreed.
• A clear operational oversight structure established with the Head of Housing, including reporting, escalation and accountability mechanisms.
• The operational and regulatory risk register refreshed, with key risks identified and mitigation plans in place.

•  PPHA operating with strong governance and regulatory compliance across all housing activities.
• High levels of customer satisfaction and strong TSM performance with clear improvement plans where required.
• Managing agents operating against clear KPIs with strong performance oversight.
• Robust regulatory readiness demonstrated through policy, reporting and governance structures.
• Positive relationships with Local Authorities, supporting nomination agreements and partnership growth.
• Platform well positioned to support significant portfolio growth, while maintaining regulatory and service standards.
• These outcomes are bonus-linked and reviewed quarterly.

You are accountable for:

• Regulatory compliance and governance.
•  Oversight of housing services and operational performance.
• Managing agent and service provider performance.
• Customer engagement strategy and customer outcomes.
• Regulatory reporting and organisational readiness for regulatory inspection.

You are not accountable for:

• Day-to-day housing service delivery.
• Operational delivery of housing services, which sits with the Head of Housing.
• Direct management of housing operations or repairs delivery.
• Sales, acquisitions or development activity.