Location
London Borough of Hackney, London

Hours
Full Time

Salary
£57,495 per annum

About the Role
We are seeking a proactive and knowledgeable Tenancy Relations Team Manager to lead the mobilisation, development, and operational management of a new Tenancy Relations Service within the Benefits and Homelessness Prevention Service. This is a 2-year fixed term contract / secondment opportunity.

In this vital leadership role, you will manage a team of Tenancy Relations Officers to ensure the effective delivery of a service that prevents homelessness in the private rented sector and reduces reliance on temporary accommodation. You will be responsible for establishing the service model, referral pathways, operating procedures, and quality assurance arrangements from the ground up, ensuring the service is embedded effectively across Housing Needs, legal services, enforcement, safeguarding partners, and external stakeholders.

As the lead expert, you will guide the team in maintaining private rented sector tenancies, implementing the Renters’ Rights Act 2025, and representing the service at London-wide and national levels.

Key responsibilities include:
- Operationally leading, motivating, and performance-managing the Tenancy Relations Officers to deliver on KPI targets and service standards.
- Establishing and maintaining service model frameworks, operating procedures, practice guidance, referral pathways, and caseworker thresholds.
- Providing expert guidance on complex casework such as eviction notices, landlord harassment, and illegal evictions.
- Managing responses to complex and politically sensitive enquiries from residents, advocates, MPs, and elected officials.
- Directing and quality-assuring landlord-tenant mediation strategies and court/tribunal representation to prevent homelessness.
- Managing the function’s resources and an annual budget of approximately £50,000 in compliance with Council delegated powers.

Hackney is a vibrant and progressive borough committed to equity, anti-racism, and inclusion. Join us to make a meaningful impact in a dynamic local authority setting.

Experience
- High-level knowledge of the private rented sector, housing needs legislation, case law, and detailed landlord-tenant law including possession proceedings, unlawful evictions, and the Renters’ Rights Act 2025.
- Proven experience in operationally managing and performance-managing a team, including workload allocation, staff appraisals, and managing demand fluctuations.
- Experience managing demanding caseloads, administering budgets and resources, and producing annual service plans and performance reports.
- Strong understanding of safeguarding responsibilities and risk identification relating to vulnerable children and adults.
- Excellent communication, negotiation, and conflict resolution skills, with the ability to manage highly emotive situations and present information clearly to diverse audiences.

About you
You are a motivated leader with a commitment to delivering high-quality services that prevent homelessness and promote housing stability. You embody values of purpose, respect, ownership, unity, and diversity, and are passionate about fostering an inclusive and anti-racist workplace culture. You thrive in a dynamic environment and are skilled at building effective partnerships across multiple stakeholders.

Qualifications
Relevant professional qualifications or demonstrable experience in housing management, tenancy relations, or a related field are desirable. A commitment to continuous professional development and an understanding of local government operations are essential.