Summary

What you'll do

Reporting to the Chief Customer Officer, you will lead the strategic, operational, and cultural direction of our repairs and maintenance services. You will ensure residents receive safe, high-quality, timely, and value-for-money repairs across our housing portfolio.

You'll oversee responsive repairs, voids, planned maintenance, compliance activity, and contractor performance-ensuring our homes meet all regulatory standards while delivering an excellent resident experience.

As a key member of the senior leadership team, you will drive transformation, embed innovation, and create a high-performing, resident-focused service that builds trust and delivers consistently strong outcomes.

How you'll do it

• Provide strategic leadership and operational oversight of the end-to-end repairs service, including responsive repairs, voids, disrepair, and emergency works.
• Ensure full compliance with all regulatory and statutory obligations, including Building Safety, Decent Homes, Awaab's Law, and property compliance standards.
• Deliver strong service performance against key KPIs such as first-time fix, repairs completed on time, appointments kept, and resident satisfaction.
• Lead financial planning, budget management, forecasting, and cost control to achieve value for money.
• Oversee contractor and supply chain performance, ensuring delivery against commercial, operational, and quality expectations.
• Use data, insight, and digital tools to improve diagnostics, scheduling, and overall service efficiency.
• Build strong relationships across the organisation and with external stakeholders to drive continuous improvement and best practice.
• Lead service transformation, embedding automation, predictive analytics, and digital innovation.
• Develop and implement a proactive approach to disrepair prevention, reducing complaints, failures, and legal exposure.
• Align repairs delivery with long-term asset management and sustainability strategies.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential:

• Significant senior leadership experience in repairs and maintenance, property services, or a related field within social housing or a regulated environment.
• Strong knowledge of:
• Social Housing (Regulation) Act and consumer standards
• Health & Safety legislation, including the Building Safety Act
• Property compliance (gas, electrical, fire, asbestos, water hygiene)
• Proven experience managing large budgets, contracts, and supply chains.
• Demonstrable success in delivering service transformation, operational improvement, and cultural change.
• Experience using digital tools, scheduling systems, diagnostics, and data analytics to enhance service delivery.
• Strong communication skills with the ability to influence at executive and board level.
• Degree-level qualification in a relevant discipline (e.g. Building Surveying, Construction Management, Property/Asset Management).
• Professional membership (RICS, CIOB, or equivalent) or willingness to work towards.

Desirable:

• NEBOSH or other Health & Safety qualification.
• Evidence of ongoing leadership or management development.

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 10 May 2026.  

Step 2: Successful candidates will be asked to do an assessment  

Step 3: Successful candidates will be invited to interview  

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via .  

If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.