Resident Engagement Lead – AR

Job Description

Job Title:

Resident Engagement Lead

Grade: G10
Directorate: Housing and Regeneration
Division: Housing
Service Area: Insight & Housing Strategy
Reports to: Housing Assurance Manager
Location: Hybrid working

The Resident Engagement Lead will lead the development, delivery and evaluation of meaningful opportunities for residents to engage with the council as their landlord.

The postholder will ensure residents have a strong voice in shaping housing services through effective consultation, involvement, feedback mechanisms and partnership working. The role will lead the delivery of the Resident Engagement Strategy, working collaboratively with residents, housing teams and key stakeholders to ensure resident views influence decision-making and service improvement.

The role will ensure compliance with relevant housing legislation, regulatory requirements and best practice guidance, including expectations from the Regulator of Social Housing, Housing Ombudsman Service and TPAS.

The successful candidate will champion a positive culture of resident engagement across Housing, ensuring services are resident-focused, inclusive, accountable and continuously improving.

The Resident Engagement Lead sits within the Housing Assurance Team within the Insight & Housing Strategy Service.

The team provides strategic oversight across:

• Housing regulatory compliance
• Resident engagement
• Housing strategy and partnerships
• Housing communications
• Service improvement
• Housing policies and governance

The role works closely with internal housing services, council departments, residents, statutory partners and voluntary/community sector organisations.

• Lead the development, implementation and review of the Resident Engagement Strategy in partnership with residents and key stakeholders.
• Develop innovative and inclusive approaches to resident involvement, ensuring residents have opportunities to influence housing services and decisions.
• Plan, coordinate, deliver and evaluate resident engagement activities, ensuring they achieve meaningful outcomes.
• Identify barriers to participation and develop approaches to increase involvement from underrepresented and harder-to-reach groups.
• Ensure resident engagement opportunities reflect the diverse needs and demographics of council tenants and leaseholders.

• Act as the lead contact for resident engagement across Housing services.
• Promote and embed a strong resident-first culture across the organisation.
• Support housing teams to use resident feedback to improve services.
• Ensure residents understand how they can get involved and are supported to participate effectively.
• Capture, analyse and communicate the impact of resident involvement and demonstrate how resident feedback has influenced decisions.

• Ensure resident engagement activity aligns with housing legislation, regulatory requirements and recognised good practice.
• Support compliance with the Regulator of Social Housing’s Transparency, Influence and Accountability Consumer Standard.
• Maintain awareness of guidance from the Regulator of Social Housing, Housing Ombudsman Service and TPAS.
• Provide advice and support to Housing teams on effective resident engagement approaches.
• Represent Housing at relevant meetings, governance forums and partnership groups.

• Build effective relationships with residents, housing teams, council services, statutory partners and voluntary/community organisations.
• Communicate clearly and effectively with different audiences through a range of formats.
• Support open and transparent communication between residents and the council as landlord.

• Maintain accurate records of resident engagement activity, participation and outcomes.
• Lead on reporting and analysis of engagement data.
• Produce reports demonstrating the impact and effectiveness of resident involvement.
• Use insight and feedback trends to support service improvement.

• Identify opportunities to improve resident engagement…