Housing Customer Services Consultant

Housing Customer Services Consultant (Interim | 4-5 Month Contract)

A London based Housing Association is seeking an experienced Housing Customer Services Consultant to provide leadership and stability during a period of organisational change.

This is an excellent opportunity for a customer services housing professional who is passionate about delivering outstanding resident services, leading high-performing teams, and driving service improvement. Working closely with senior leaders, you will oversee the delivery of housing management services, ensuring residents receive a responsive, customer-focused experience across tenancy management, allocations and lettings, resident engagement, estates, and supported housing services.

Key responsibilities:

• Lead and develop a high-performing housing services team, including the direct line management of two Housing Customer Service Leads.


• Drive excellent customer service outcomes and improve resident satisfaction.


• Oversee tenancy and estate management, allocations and lettings, complaints resolution, void performance, and compliance activities.


• Support vulnerable residents and promote tenancy sustainment through proactive housing management.


• Analyse performance data and customer feedback to identify trends and implement service improvements.


• Build strong relationships with residents, colleagues, contractors, and external stakeholders.


• Support the organisation through a period of change while maintaining service excellence and team engagement.

About you:

• Significant experience delivering housing management services within a social housing environment.


• Proven leadership experience with the ability to motivate, coach, and develop teams.


• Strong understanding of housing legislation, regulation, and best practice.


• Excellent communication and stakeholder management skills.


• A track record of driving performance improvements and successfully navigating organisational change.

This interim assignment offers the chance to make a meaningful impact within a respected London housing association, helping shape services and support residents during an important period of transition.