Experienced Housing and Community Safety Manager
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Experienced Housing and Community Safety Manager with over 20 years' experience leading high-performing teams across housing, community safety, policing, homelessness, tenancy management and extra care services. Proven track record in service improvement, safeguarding, tenancy enforcement, ASB management, project delivery, customer service and partnership working. Experienced in managing contracts and budgets, driving performance through KPIs, developing staff and delivering customer-focused services.
Recognised for leadership excellence through Team of the Year and Employee of the Year awards.
Extra Care Scheme Manager (2024-03 – Present)
Tenancy Management Officer (2023-07 – 2024-03)
Managed customers tenancies, I lead on the delivery of end to end customer focused tenancy management, providing an effective tenancy management service. This included the management of neighbourhoods and customer engagement, I covered all aspects of void and tenancy management including pre-termination visits, viewings with new applicants, welcome visits, tenancy changes, tenancy terminations, abandonments, assignments, left in occupation, mutual exchanges and enforcement of tenancy conditions. I attended Resident Meetings and Customer Involvement events, arranging and Facilitating Focus Groups, Service Excellence Forums and Resident Meetings, providing detailed feedback and updates about the service.
Police Constable (2020-08 – 2023-07)
Carried out duties of police constable, tackled crime and ASB. Interviewed suspects and interview victims of crime, attended court, managed risks, used powers of police authority to provide rationale for decisions and to attend various incidents such as domestic violence, robbery, theft, public order, vulnerable residents and many more. I worked with partnership agencies providing a multi agency approach to assist in tackling crime and ASB issues using the NDM Model and to teach new student officers the role.
Used excellent conflict management, customer service and communication skills. Completed various complex investigations, report writing and dealt with hostile situations.
Manager (2019-10 – 2020-08)
Managed a team of Support Workers and managed a HMO, provided support for homelessness and destitute members of the public. Created collaborate reports with partners, KPI's and managed budgets, building compliance and safety, management tenancies and refer customers to partnership agencies. Provided support, guidance, dealing with vulnerable customers liaising with Adult Social Services, RSL's, Local Authority and HMRC in relation to getting customers rehomed.
Provided assistance in finding accommodation for clients with an offending history and to support them and empowering the customer with the skills to be independent. I was the lead on Homelessness intervention, resettlement and housing related support services, working with ABEN and authorizing referrals made and providing support to the customer. Worked to targets and tight deadlines, providing training for staff including tenancy financial inclusion, education and employment.
Police Constable (2018-10 – 2019-10)
Carried out duties of police constable, tackled crime and ASB. Interviewed suspects and interview victims of crime, attended court, managed risks, used powers of police authority to provide rationale for decisions and to attend various incidents such as domestic violence, robbery, theft, public order, vulnerable residents and many more. I worked with partnership agencies providing a multi agency approach to assist in tackling crime and ASB issues using the NDM Model and to teach new student officers the role.
Used excellent conflict management, customer service and communication skills. Completed various complex investigations, report writing and dealt with hostile situations.
Community Support Supervisor/Manager (2018-05 – 2018-10)
Created a Community Support service within a Parish Council to deal with local issues such as ASB and parking. Implemented and managed a team of enforcement officers to issue FPNs and report perpetrators of ASB. Set up links with Cheshire Constabulary Working closely with local community and businesses.
Created policies and procedures, health and safety policies, attain Community Safety Accreditation Scheme, Provide SLA's, Policy and Procedures, Project planning and management of staff and Resources, Report writing, looking to tight deadlines, manage KPI's, apply/manage funding applications.
Community Safety Officer (2016-06 – 2018-05)
Dealt with issues surrounding anti-social behaviour, using excellent customer service and communication skills. Managed casework and prioritized workload and have excellent organizational skills. Decision making, report writing and to interview perpetrators and victims of anti-social behaviour. Worked to deadlines, managed community projects and budgets.
Team Leader/Manager (2015-11 – 2016-06)
Managed a team of Customer Service Representatives on a busy customer focused network. Dealt with staff issues, 121's, attendance management, disciplinary procedures and customer complaints. Worked with customers face to face using excellent customer service and communication skills. Carried out enforcement duties where necessary, making sure revenue is protected at all times. Managed large crowd control on special event days, prioritising that Health & Safety is adhered to at all times.
Neighbourhood Warden Supervisor/Manager (2006-06 – 2015-11)
Managed the team and dealt with queries regarding Anti-social behaviour and crime. I carried out day to day staff management and managed budgets, covering PPE, Equipment and staff costs. Completed reports for SLT and audits for KPI's.
Parking Services Team Leader (2006-01 – 2006-06)
Arranged the daily deployment for the team, to assist the team with complaints and to problem solve issues around parking. Use excellent communication skills and provide excellent customer service skills.
Driver/Courier (2005-10 – 2006-01)
Delivered parcels on a daily basis to customers and businesses, working to tight deadlines and using excellent customer service and communication skills.
Parking Services Team Leader (2002-04 – 2005-10)
Arranged the daily deployment for the team, to assist the team with complaints and to problem solve issues around parking. Use excellent communication skills and provide excellent customer service skills.
Bricklayer (2001-05 – 2002-04)
Built buildings throughout the UK, working on my own or as part of a team and working to deadlines.
Apprentice Bricklayer (1999-09 – 2001-05)
Learnt the trade, completed general labouring duties and assisted in building houses.
