Quality Assurance Lead

Performance & Quality Assurance Lead Abri Reading, UK

Advertised for an on behalf of Affinity Housing - Based in Reading, the Performance and Quality Assurance will oversee the back-office functions of Affinity Housing Services.

Accountable to the Area Housing Manager, you’ll be responsible for reporting on contract performance, maintaining data compliance, delivery of contractual programmed activities, effective management of the interfaces with the repairs and maintenance contractor, providing business assurance by complying with our contract management and governance framework.

You’ll support the Area Housing Manager to ensure we drive a performance driven culture focussing on continuous improvement, accountability and personal responsibility.

You’ll work with and maintain external relationships with key partners including the PFI Board, Local Authority, statutory and voluntary agencies.

The role also includes oversight of the office facilities and ensuring our offices meets contractual, legal, and regulatory requirements.

• Collate, validate, analyse, and provide relevant exception reporting on a monthly cycle to the Area Housing Manager prior to submission to the client.
• Ensure visibility of our performance in our office, newsletter, website, and digital channels.
• Lead on the preparation of key performance information including collation, validation, and analysis. Where there are exceptions, produce a performance improvement plan.
• Manage and process requests for information from Affinity Reading Board and the client in relation to our key performance indicators and contractual performance.
• Maintain oversight of resident led metrics including transactional surveys, tenant satisfaction measures, and complaints ensuring appropriate plans for improvement are delivering with relevant parties.
• Monitor website traffic and activity from comms campaigns that we run reactively or planned.
• Maintain professional relationships with Affinity Reading Board, Wates Property Services, client, partners, and stakeholders.

• Collaborate with colleagues, the client, partners, agencies, and sub-contractor to produce a resident newsletter at least twice a year.
• Develop an annual calendar of resident engagement activities ensuring they are widely publicised using a range of appropriate channels and report on outcomes.
• Maintain a central register of operational policies, procedures, and document templates ensuring they comply with our contract and updated in a timely manner including reflecting any changes driven by regulatory and legislative changes.
• Responsible for ensuring we complete transactional satisfaction surveys for our key activities including complaints, anti-social behaviour and lettings and lead on conducting lessons learnt with Affinity Housing and repairs and maintenance colleagues.
• Monitor and report on our call handling performance using our telephony dashboard escalating issues to the Area Housing Manager.

• Ensure the management of complaints are in line with the Housing Ombudsman’s Complaint Handling Code.
• Ensure lessons are learnt from complaints and commitments are delivered within agreed time frames.
• Manage escalated customer complaints, Housing Ombudsman enquiries, and Subject Access Requests (SARs), ensuring timely and accurate responses in line with policy and regulation.
• Promote and engage staff in learning from complaints and customer feedback to inform service improvements.

• Monitor our compliance with the respective Regulator of Social Housing standards and report the outcomes at least quarterly to the Area Housing Manager.
• Maintain oversight of our operational interface trackers ensuring the information is up to date particularly high-risk areas including no access cases, complaint commitments, and safeguarding.
• Support the Area Housing Manager to ensure compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).

• Good understanding of housing law, tenancy management, and enforcement processes.
• Experience in monitoring and reporting on performance in a social…