Are you an experienced property services leader who knows what great repairs and maintenance look like — and has the leadership skills to make it happen?
We’re working with a forward-thinking housing organisation that is looking for a Head of Property Services to lead a large, multi-disciplinary property services function and play a key role in shaping the future of its repairs and maintenance service.
This is a senior leadership role with real scope to make a difference. You’ll be responsible for delivering a high-performing, customer-focused service across responsive repairs, voids, planned and cyclical maintenance and compliance — while leading a team of around 80–100 colleagues and managing an annual budget of approximately £10–12m.
The role
Reporting to the Development & Property Director, you’ll provide strategic leadership across Property Services, ensuring the service is safe, compliant, financially well managed and focused on delivering positive outcomes for tenants.
You’ll lead a team including managers across building maintenance, M&E, planning and surveying, with wider responsibility for operational teams, engineers, planners and administrators.
It’s a role that combines strategy with hands-on operational leadership. You’ll need to be comfortable looking at the bigger picture while also being close enough to the detail to understand performance, risk, budgets and customer experience.
You’ll be responsible for:
- Providing clear strategic and operational leadership across Property Services.
- Leading responsive repairs, voids, planned and cyclical maintenance and compliance services.
- Managing an annual budget of around £10–12m, with strong focus on forecasting, cost control and value for money.
- Ensuring the service meets all relevant statutory, regulatory and health & safety requirements.
- Providing assurance around compliance, performance and risk to senior leadership and Board.
- Developing a robust performance framework, using data and KPIs to identify risks and opportunities early.
- Driving improvements in customer satisfaction, complaints handling and lessons learned.
- Leading, developing and empowering managers, supervisors and operational teams.
- Overseeing contractors, suppliers, procurement and commercial relationships.
- Driving improvements in repairs and maintenance systems, including digital working, scheduling and workflow.
- Building strong relationships across the organisation and with external stakeholders.
- Deputising for the Development & Property Director when required.
Ultimately, you’ll be responsible for creating a modern, accountable and customer-focused Property Services function that delivers consistently and continues to improve.
What we’re looking for
We’re looking for someone who has substantial experience leading a property maintenance or property services function, ideally with experience within a maintenance contracting environment or housing association.
You’ll need:
- A relevant professional qualification, such as CIOB or RICS.
- Significant experience leading property maintenance services.
- Strong experience across compliance, cyclical and capital works programmes.
- A proven track record of managing large budgets and high-volume operational services.
- Experience leading diverse technical and operational teams.
- Experience working with and reporting to senior leadership teams.
- Strong knowledge of procurement, service delivery models and contract management.
- A good understanding of financial management, cost control and job costing.
- Strong IT and systems knowledge, including repairs and maintenance software.
- Excellent leadership, communication and relationship-building skills.
- The ability to turn strategic objectives into practical operational plans.
- Strong analytical and problem-solving skills.
- Resilience and the ability to manage competing priorities in a fast-moving environment.
You’ll also need to be someone who is customer-focused, proactive, calm under pressure and comfortable leading through change.
Experience of housing association maintenance processes and knowledge of Welsh Housing Quality Standards (WHQS) would be advantageous.
A full driving licence and access to a car during working hours is also required.
Why this role?
This is an opportunity to join an organisation where Property Services sits at the heart of delivering a great experience for tenants.
You’ll have the scale, budget and senior-level influence to make meaningful improvements — from how repairs are delivered and contractors are managed, through to compliance, customer satisfaction, digital transformation and the development of your teams.
If you’re an experienced property services leader who enjoys making things better, developing people and delivering a service that customers can rely on, we’d love to hear from you.
Interested? Get in touch with Hoop Recruitment to find out more
