Overall Responsibility:

The Regional Property Manager is responsible for overseeing a team of Surveyors and Project Support Officer carrying out the management of legal Disrepair cases, Leaseholder Alteration Requests, Complaints, Complex Repairs/Renewals, Major voids across the our stock within a geographical patch. While also manage contractors in line with contracts, seeking continuous improvement and ensure clear communication with all parties.

Providing excellent customer service and seek ways to implement improvements based on feedback from customer satisfaction surveys to drive changes to processes and behaviours. This will include monitoring and providing reports on performance for all KPI's with commentary to support to ensure service to customers is consistent and of an expected standard.
You will ensure the Disrepair Protocol is followed and timescales adhered to and to escalate when this is not possible and the reasons and promote ownership and accountability within the team and lead by example.

Key Responsibilities and Outcomes

*To hold Operational weekly/monthly meetings with relevant stakeholders (Legal, Housing, Compliance) and ensure accurate records are kept and circulated
*To take part in Strategic Meetings putting forward recommendations.
*To lead on regional issues and ensure trackers are up to date and in a reportable state at short notice.
*To monitor Customer Satisfaction and ensure areas of improvement are logged in formal meetings and stakeholders are clear on requirements to improve.
*To ensure formal evidenced sign off by Residents on all cases especially legal Disrepair cases.
*To promote our way of working where possible until systems are aligned.
*To support the Regional Senior Head of Property in carrying out duties as required.
*To ensure the overall progress of the team providing training opportunities and succession planning.
*To ensure accountability and transparency with the team.
*To be a key stakeholder in a very large Regeneration Project over a prolonged period of 10 years+.
*To ensure budgets are monitored and controlled depending on demands and making sure that the correct budget codes are used to enable collection of service charges and insurance claims.
*To manage relationships and understand the requirements and contractual differences with internal colleagues/stakeholders
*Manage the delivery of administrative duties for the team including reports, tracker management, complaint updates, insurance, Northgate order raising and management, Power BI and iproc.
*To work with external stakeholders to continuously improve services and promote MTVH in a positive way, such as Ridge, CS2, MPA and other specialist services.
*To analyse information provided to ensure it is understood by the team.
*Update staff regularly on any changes to policies and procedures and how staff can self-serve using The Hub.