Capital Letters

I am currently responsible for establishing and leading our Housing and Growth service. My role is responsible for Housing management, Repairs and Asset Management, Income Collection and Rent Setting.  

My role also involves establishing strategic partnerships with our Member Boroughs and Housing Suppliers/Partners to secure lease arrangements and a flow of properties for Capital Letters to manage. 

My role involves: 
• Setting the strategic direction of my team and service. 
• Providing strong and effective leadership on all aspects of operational service delivery.  
• Leading on lease negotiations for property portfolios with Local Authorities, Providers and Investors.  
• Leading on all aspects of financial performance including financial modelling and budget forecasts.    • Leading on strategic relationships with Local Authorities and Housing Suppliers/Providers developing SLA’s, nomination agreements or lettings strategies.    
• Leading on contract management ensuring that contracted service levels are understood, and associated KPIs are actively managed and achieved. 
• Continuously assessing risk. Identifying potential problems and developing mitigation strategies.

Head of Housing and Growth 

I led and managed the Income collection and rent service.  I set up these services from scratch due to the Organisation not having these services in place previously. This involved setting up the systems, policies, processes and leading on recruitment.

Head of Rents

Octavia

As well as the responsibilities and achievements listed as Head of Income and Financial Inclusion, I also managed the Homeownership and Intermediate Housing Team on an interim basis. I managed an additional team of 4 and the team was responsible for all aspects of the customer journey for IMR, Student and Homeowner residents. The team was responsible for housing management, lettings and service charges. I delivered the service charge estimates, Section 20 notices and resolutions to long standing relationship issues with the organisation while leading the team.

Head of Income and Financial Inclusion & Interim Head of Homeownership and Intermediate Housing

I led the Income Team and Financial Inclusion Team. I managed both an Income Manager and Financial Inclusion Manager who have direct line management responsibility for our front line staff. 

Achievements:

 • Reduced general needs arrears to 3.34%. 

• Shared Ownership arrears reduced to 0.95%

• Sheltered arrears reduced to 0.84%

• Supported arrears reduced to 1.10%

• Student arrears reduced to 0.95%

• Our Financial Inclusion team achieved £519,271.35 in financial outcomes in my last year.

Head of Income and Financial Inclusion 

I managed and lead a team of 6 Income Officers, Income Administrator and Financial Inclusion & Welfare Reform team.  My team were responsible for the collection of revenue from current and former residents. I was responsible for setting the team clear targets and monitoring performance to ensure that an effective service is being provided at all stages. 

Within the first 18 months of managing the team the arrears reduced from 4.82% to 3.93% which was a reduction of over £200,000. The figure of 3.93% is the lowest year end figure the organisation has posted in the last 20 years.

Income Manager

London Borough of Hillingdon

I worked within the Risk Management team at the London Borough of Hillingdon. The risk management team dealt with the effective management of high level risks which have the potential to cause a tenancy or lease to fail such as non payment of rent and service charges or anti-social behaviour.

I was responsible for leading a team of 7 Risk Management officers. I was responsible for managing and developing my team, setting clear targets, managing performance and ensuring that an excellent service is provided to our customers.

Housing Risk Management Team Leader

Catalyst Housing Limited

I managed and led a team of 19 Income officers, 4 Homeownership income officers and 2 team leaders. I was responsible for the overall collection of revenue from current and former residents for the entire customer base at Catalyst Housing Ltd. I was responsible for setting the team leaders and income officers’ clear targets and monitoring performance to ensure that an effective service is being provided at all stages. I was also responsible for managing the training and development of my team, as well as establishing and maintaining effective working relationships with internal and external partners.

I was responsible for our legal, expenses and training budgets.

Interim Housing Income Manager

I managed and led a team of 8 Income officers responsible for the collection of revenue from current and former residents, setting them clear targets and monitoring performance to ensure that an effective service is being provided at all stages. I was also responsible for managing the training and development of my team, as well as establishing and maintaining effective working relationships with internal and external partners.

During the time I managed the Brent and Kensington teams the arrears in both areas reduced to their lowest levels ever (Kensington: 3.70% to 2.5% Brent 4.6% to 3.5%).

Income Team Leader

My role as a Neighbourhood Manager enabled me to provide a comprehensive housing management service to tenants and leaseholders within a mixed tenure culture.

My main duties involve Rent recovery, ASB, Allocations and lettings, estate management, tenancy fraud and general tenancy and leasehold management. Within this role I was also responsible for managing and mentoring staff.

During my time in this role:

1. I consistently achieved the lowest void turnaround times of any officer within the housing teams. 

2. I consistently achieved gold standard ratings for the estates that I managed within quarterly estate inspections.

3. Achieved high customer satisfaction consistently from customers and other stakeholders.

4. Achieved correspondence/callback response rates of over 95% consistently.

Neighbourhood Manager

I began my career in Social Housing at Fortunegate Community Housing. My main duties involved providing a quality housing management service to residents by supporting a Neighbourhood Manager with duties such as rent recovery, ASB, Allocations and Voids and general tenancy and leasehold management.

Neighbourhood Support Officer

I am an energetic, proactive and tenacious housing leader who has extensive experience managing teams, driving improvement and delivering success. I have an enabling leadership style that gets the best out of the people I manage and a proven track record of delivering outstanding performance. 

I have experience in leading on new business opportunities and establishing strategic partnerships with Local Authorities, Housing Suppliers and Partners to enable housing delivery.

I have extensive experience in Income management, Anti-Social Behaviour, Financial Inclusion, Rents, Tenancy Sustainment, Estate Management, Voids and Allocations and Leasehold Management. 

I am a strong communicator and a strategic thinker who brings creative and positive solutions to problems. I have a strong leadership vision that drives my behaviour and guides how I lead my teams.

I have excelled within every position I have held within the social housing industry and I will consistently work hard to achieve results and exceed expectations.

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