Summary

What you'll do

As the Director of Home Ownership, you will lead the strategic and operational delivery of services to approximately 19,000 leaseholders, shared owners, and commercial lessees across NHG's portfolio. Reporting to the Chief Customer Officer, you will ensure services are customer-focused, data-informed, compliant, and deliver high levels of satisfaction and value for money.

You will lead the development of responsive services that meet the evolving needs of homeowners, ensuring strong communication, effective issue resolution, and collaboration across the organisation to improve customer journeys and neighbourhood outcomes.

As a senior leader, you will provide expert advice to the Executive Board on leasehold management, shared ownership, service charges, and relevant regulation, while driving continuous improvement, commercial performance, and resident engagement.

How you'll do it

• Lead the strategic direction and operational delivery of NHG's home ownership services.
• Ensure robust compliance with leasehold legislation, Section 20 consultation requirements, and regulatory standards.
• Use customer insight and data to design and improve services, ensuring excellent customer experience and communication.
• Work collaboratively with repairs, finance, neighbourhood, and customer transaction teams to improve customer journeys and service delivery.
• Oversee the management of communal repairs and ensure value for money for residents.
• Lead on service charge and rent-setting processes for leaseholders and homeowners.
• Manage the commercial portfolio of leases and retail units to maximise rental income and service responsiveness.
• Develop and oversee communication and engagement strategies that strengthen resident involvement.
• Represent NHG externally and build effective relationships with stakeholders, partners, and residents.
• Champion a culture of continuous improvement, accountability, and resident focus across the directorate.

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:

• Proven track record of successfully leading a large home ownership function at strategic level.
• Degree-level qualification in Housing Management, Property Management, Business, or a related discipline.
• Membership of a relevant professional body such as CIH or The Property Institute.
• Strong understanding of leasehold management, service charges, shared ownership, and low-cost home ownership products.
• Excellent knowledge of relevant legislation and regulatory requirements.
• Strong financial, analytical, and commercial skills.
• Experience of leading service transformation and embedding customer-focused culture change.
• Excellent stakeholder management and communication skills.

Desirable:

• Experience delivering leasehold or housing services in London

• Experience of operating model redesign and organisational transformation.

• Evidence of driving rapid cultural change within a complex organisation.

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 Sunday 24 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.