Head of Service - Repairs & Contractor Performance (Social Housing)

Ready to lead real change, not just manage it?

Salary £75-80K/ 35 Days holiday/10% pension

If you're driven by raising standards, holding contractors to account, and turning customer frustration into positive outcomes, this could be your next challenge. We're looking for a confident, commercially aware leader to oversee complex complaints within social housing, manage contractor performance, and take ownership of a £5 million budget. This is a high-impact role where your leadership will directly influence service quality, resident satisfaction, and operational performance across a diverse housing portfolio.

The Role

As Head of Service, you'll lead the strategic and operational management of complex complaints, contractor relationships, and service performance across housing operations.

You'll ensure robust governance, financial control of a £5m budget, and consistent delivery against KPIs, regulatory standards, and resident expectations. Working cross-functionally, you'll embed a culture of accountability, continuous improvement, and customer-first thinking. This role blends commercial oversight with operational leadership - requiring strong stakeholder management, data-driven decision making, and the confidence to challenge underperformance while supporting teams to succeed.

Day-to-Day Responsibilities

• Lead and resolve high-level, complex complaints, ensuring fair, transparent, and timely outcomes
• Oversee contractor performance, holding partners accountable to KPIs, SLAs, and compliance standards
• Manage and monitor a £5m budget, driving value for money and financial control
• Analyse performance data to identify trends, risks, and service improvement opportunities
• Engage with senior stakeholders, residents, and operational teams to improve service delivery

Qualifications & Experience Required

• Degree-level qualification (or equivalent experience) in Housing, Construction, Business Management, or a related field
• Professional housing qualification (e.g. CIH Level 5 or above) desirable
• Evidence of continuous professional development
• Relevant health & safety knowledge (IOSH/NEBOSH desirable)

• Significant senior-level experience within social housing, property services, or repairs & maintenance
• Proven track record of managing complex complaints and high-risk escalations
• Demonstrable experience managing contractor performance and commercial contracts
• Experience managing substantial budgets (circa £5m or more)
• Strong understanding of regulatory frameworks, governance, and compliance within housing
• Experience leading high-performing teams and driving cultural and service transformation

The Opportunity

This is more than a management role, it's an opportunity to transform performance into consistently high-quality customer service. You'll play a key part in restoring trust,

strengthening contractor partnerships, and embedding a culture where accountability and resident experience sit at the heart of every decision. If you're motivated by making meaningful change within social housing, this is your platform to lead it.

Interested?

Have a confidential chat with

INDALL