Stonewater

• Speak with customers who want to make a complaint, listening carefully and responding with empathy • Resolve straightforward issues at the earliest opportunity where possible • Accurately log, acknowledge and maintain complaint records in line with team processes • Gather information and evidence to support investigations and Housing Ombudsman cases • Support the Resolution Team in monitoring actions and closing complaints appropriately • Apply internal policies, including the Complaint Handling Code and compensation policy, to support fair outcomes • Communicate clearly and professionally with customers and colleagues • Work collaboratively across teams to follow up on actions and help resolve issues • Contribute to a customer-first approach in all aspects of your work

• support regional development, manage documents and payments, and drive on-time delivery with clarity and care. • demonstrate a proactive approach with a timely, effective and customer focussed responses to incoming and outgoing communications via Digi post, email and ActiveH from both internal and external stakeholders. • check and process payments (build contract certificates, fee accounts, CHAPs, final accounts, sundry invoices) received for development schemes promptly, to ensure that terms of contracts/letters of appointment are met. • assist with coordinating the signing and sealing of legal documents to enable completion of key processes for schemes and coordinate and liaise with Procurement and Health & Safety on the appointment of new consultants and contractors to ensure that paperwork is completed, signed off correctly and Professional Indemnity insurance records are valid.

• Own cases from start to finish • Collaborate with police, councils, and partners • Deliver compassionate, effective resolutions for communities • Provide customers with a customer journey that is efficient in terms of delivering resolution and next steps • Show sophisticated influencing and negotiation skills • Prepare and present cases at court to an excellent standard • Be responsive to changing customer needs • Manage challenging conversations with customers • Work closely with external legal services partners • Ensure we get the right outcomes • Travel to court hearings and carry out other visits to customers and communities • Take part in duty processes to effectively triage cases • Propose service innovations using data and behavioral insights

• Supporting the delivery of Stonewater's Sustainability Strategy and retrofit programme. • Analysing property data and undertaking energy modelling to identify improvement opportunities. • Developing and helping to shape future energy efficiency investment programmes. • Supporting grant funding applications and ensuring compliance with funding requirements. • Monitoring and reporting on programme performance and environmental outcomes. • Maintaining high-quality asset, energy and environmental data. • Keeping abreast of emerging legislation, regulations and retrofit best practice. • Producing guidance, reports and process documentation to support delivery across the organisation. • Review and approve recommendations from external retrofit coordinators (or external consultants).

• Manage data subject rights requests (including SARs) end-to-end, ensuring they are completed accurately and within statutory deadlines • Provide first-line advice and guidance on data protection queries across the organisation • Support the handling of personal data breaches, including logging, investigation support and follow-up actions • Maintain key information governance records, including the Record of Processing Activities (RoPA) • Monitor compliance with policies and processes, escalating risks where appropriate • Support training and awareness activities to promote good data protection practices • Assist with audits, reviews and regulatory reporting requirements

• Taking ownership of statutory responsibilities • Lead the development and continuous improvement of our data protection and information governance framework • Provide expert advice and assurance to senior leaders on data protection compliance • Oversee data subject rights processes, ensuring timely and compliant handling of requests • Lead the management of personal data breaches, including investigation, risk assessment and regulatory reporting where required • Oversee and maintain the Record of Processing Activities (RoPA) and data protection records • Embed Data Protection by Design and Default across projects, systems and business processes • Develop and deliver training and awareness to build a strong data protection culture • Support audits, reviews and regulatory inspections, ensuring actions are effectively managed • Build strong relationships with internal teams, regulators and external partners • Lead on the management and response to data protection complaints • Provide line management and leadership to the Information Governance team

• Processing rent receipts and other income accurately, ensuring the integrity of financial and housing systems • Reconciling data across banking systems, finance systems, and housing systems to maintain accuracy and completeness • Supporting day-to-day administrative activities within the Financial Services team • Responding to queries from internal teams, local authorities, and external partners in a timely and professional manner • Collaborating with wider finance and operational teams to resolve financial queries and improve processes • Always ensuring compliance with organisational policies and procedures.

• Act as a first point of contact for governance-related queries, providing timely and helpful advice to colleagues • Organise and support board and committee meetings, including preparing arrangements and attending where required • Provide dedicated support to non-executive members, helping them fulfil their roles effectively • Support the organisation in meeting its statutory responsibilities, including data protection requirements • Maintain governance records, registers and documentation to support regulatory compliance • Contribute to the completion of regulatory returns and governance processes • Review and support updates to governance frameworks, delegations and policies • Identify opportunities to improve processes and enhance the service provided by the team • Research and draft papers, proposals and reports on governance-related matters • Provide efficient case management support across governance and assurance activities

• Work closely with Customer Experience colleagues to identify properties suitable for disposal and maintain accurate decision-making records. • Investigate void properties to confirm eligibility for disposal and ensure required surplus targets can be achieved. • Instruct and liaise with external solicitors and estate agents, ensuring legal compliance and achieving best value. • Gather stock, performance and cost data to support robust decision-making across the Portfolio Options function. • Assist in preparing monthly performance reports for Boards, summarising progress on sales, disposals and appraisals. • Monitor and report team budgets, ensuring financial accuracy and value for money. • Update internal systems with sales progression and completion details to support effective post-sale processes. • Assess Social Housing Grant levels and legal charges as part of pre-disposal due diligence. • Build strong working relationships across Stonewater and with external partners, including local authorities and fibre installation providers. • Support the delivery of the wider Portfolio Options Strategy and key projects within the Homes Strategy.

• Define and lead the enterprise architecture vision, principles, standards and roadmaps aligned to strategic priorities • Provide expert oversight and assurance across technology and transformation initiatives • Translate complex business needs into practical, future-focused architectural designs • Establish and embed architecture governance and design authority processes • Lead and develop a team of system owners and architects, building capability and driving continuous improvement • Identify opportunities to enhance systems, integration and service resilience • Conduct horizon scanning for emerging technologies and assess their business value • Influence senior stakeholders and support key investment decisions with clear insights and recommendations