Head of Resident Experience

Ealing Council has an exciting opportunity for a Head of Resident Experience on a full-time basis.

We are committed to delivering accessible, high-quality housing services and building connected communities where residents can shape how services are delivered and feel a strong sense of belonging.

Head of Resident Experience

This senior role focuses on improving resident experience across housing services. You will lead resident engagement, complaints, and service improvement to ensure services are inclusive, responsive and deliver clear outcomes.

As the Head of Resident Experience, you will:

• Lead resident engagement, ensuring residents can influence and co-design services
• Deliver the Resident Engagement Strategy, ensuring engagement reflects our diverse communities
• Lead the complaints service, improving response times, quality, and learning
• Drive service improvements linked to the Regulator of Social Housing Transparency, Influence and Accountability Standard
• Use feedback, complaints, and satisfaction data to improve services
• Work with residents and senior leaders to shape the Resident Experience strategy
• Promote excellent customer service and inclusive practice, helping to strengthen connected communities.

Monitor performance and report on key indicators

Our ideal candidate will have:

• Senior leadership experience in customer or resident experience, ideally in the public sector
• Strong understanding of community engagement and resident-focused services
• Excellent communication and stakeholder management skills
• Experience leading teams and driving organisational change
• Ability to use data to inform decisions and improve services
• Knowledge of relevant legislation and frameworks
• A relevant degree or equivalent experience
• A Level 5 Housing qualification (or willingness to work towards this).

You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage.

It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we’re looking forward to hearing from you.

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Ealing Council is committed to creating good jobs and delivering on its connected communities’ agenda. We are committed to equality of opportunity, to being fair and inclusive.

We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently underrepresented in Ealing’s workforce.

Please note all applications will be determined on merit.

Further information about the role please contact Chris Shoubridge, Assistant Director of Landlord Services cshoubridge001@ealing.gov.uk.

This role is subject to Ealing Council’s enhanced vetting process.

Closing date: 28 June 2026.
Interviews: to be held week commencing 13 July 2026.

• Head of Housing Resident Experience Role Profile.docx