Independent Living Manager Job at Saffron Housing Trust (Norwich)

Job Responsibility

Provide leadership to Independent Living Team, estates, and tenancy management
Ensure the delivery of high-quality, person-centred housing support that enables residents to live safely and independently
Write, review, and maintain departmental policies, procedures, and guidance covering service delivery, safeguarding, complaints handling, tenancy/leasehold management, service charges, and health & safety
Ensure compliance with housing law, health & safety, fire safety, Equality Act, GDPR, adult safeguarding legislation, and (where applicable) CQC frameworks
Own the end-to-end complaints process, ensuring timely, fair, and resident-focused resolutions and clear remedies
Provide leadership and oversight to ensure the team, work collaboratively with wider Tenant Services, promoting compliance with tenancy agreements, proactively addresses breaches, and supports sustainable and successful tenancies
Oversee leasehold services, lease compliance, resident consultations, alterations, and dispute resolution
Build strong partnerships with Local Authorities, health providers, care agencies, and other organisations

Educated to degree level or qualified by experience
Management qualification
CIH Level 3 or higher, or the ability to obtain
Managing multidisciplinary teams and external contracts
Extensive leadership experience in supported housing, social care, or independent living
Financial acumen and risk management expertise
Commissioning services
partnership working across housing/health/VCSE
Contract management and supplier performance
Extensive experience of CQC-regulated environments and quality frameworks
Managing complaints and Ombudsman cases
drafting formal responses and implementing determinations
Leasehold/service charge management within social housing context
Strong understanding of safeguarding, housing compliance, GDPR, Equality Act
Complaint managing best practice, two-stage procedures and learning culture
Knowledge of leasehold frameworks, Section 20 consultation, and resident rights
Excellent communication
IT proficiency
Emotional resilience and ability to manage complex situations
Inclusive leadership
coaching style, growth mindset
Full UK driving licence and the ability to travel independently

Learning and development covering membership fee of one professional body
Time off including generous holiday entitlement, Holiday Trading, Volunteer and study days, and Enhanced Family Leave
Prioritising mental health with Employee Assistance Program, trained Mental Health First Aiders and wellbeing check-ins
Aviva Pension Scheme with employer match up to 10% and Life Assurance cover
Health schemes including Bupa Private Medical Insurance and Medicash Cashback Plan
Salary sacrifice schemes including Cycle to work and Tusker Car Scheme