Director of Customers and Neighbourhoods

The Role

bpha is seeking a Director of Customers and Neighbourhoods to shape the delivery of housing services across more than 20,000 homes. With the highest regulatory gradings of G1, V1 and C1 and ambitions for further growth, bpha offers the opportunity to lead a substantial landlord services portfolio and influence the long-term success of its communities.

Reporting to the Chief Operating Officer, you will lead housing management, neighbourhoods, tenancy sustainment, income, lettings and independent living. These services sit at the centre of bpha’s relationship with its customers, affecting how people settle into their homes, sustain their tenancies and experience the places where they live.

The opportunity combines strategic influence with tangible local impact. You will set the direction, ensuring services respond to different customer and community needs while delivering consistent standards. Across this broad portfolio, your judgement will help balance support for customers, effective management of homes and the financial performance needed to sustain good services.

As bpha develops its approach to housing and neighbourhood services, you will have the scope to shape priorities, strengthen delivery and build leadership capability. You will support Heads of Service to lead with confidence, creating clear expectations and accountability while giving them the space to make decisions and develop their teams.

Partnerships will be an important part of your impact. Working with local authorities, community organisations and other agencies, you will strengthen bpha’s contribution to neighbourhood safety, tenancy sustainment and coordinated support for customers. Internally, you will work with fellow directors to ensure housing services connect effectively with property and customer experience.

This is a significant appointment at a time when bpha is considering how its services can best support its future ambitions. You will help ensure growth is matched by strong local delivery, capable teams and services that customers can rely on.

The Person

You will be an experienced housing leader with the breadth of knowledge and judgement to lead a diverse landlord services portfolio. You will understand how housing management, income, lettings, tenancy support and neighbourhood services contribute to both customer outcomes and organisational performance.

Your track record will demonstrate improved services and stronger teams. You will have developed leaders, addressed performance challenges and delivered change that has made a practical difference to customers. The ability to maintain strategic oversight while recognising where support or intervention is needed will be important.

You will bring commercial awareness and a clear understanding of the choices facing housing providers. You will be able to balance rent collection, service quality, risk and resources, ensuring decisions are fair to customers and support the long-term sustainability of the organisation.

As a visible and collaborative leader, you will build confidence among colleagues and credibility with external partners. You will be comfortable working through complex local issues, using customer insight and performance information to inform your approach and bringing others together to deliver effective solutions.

For someone seeking a broad director-level remit, this role offers the opportunity to shape services at scale while retaining a direct connection to customers and communities. You will have a meaningful role in bpha’s future, with your contribution evident in stronger leadership, sustainable tenancies and better neighbourhood outcomes.

For more information, please contact Tom Neely at Sign in to view email or Eliot Jeffries at [email protected] / 07985 791149 at Neemar Search.

Our Commitment to Inclusion

bpha is committed to building a diverse, inclusive and values-led organisation. We welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates.

As a Disability Confident employer, we are happy to make reasonable adjustments throughout the process. Please let us know if there is anything we can do to support you.

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