Mark Kent Email & Phone Number

London, Gb

London Area, United Kingdom

London Area, United Kingdom

London, United Kingdom

As Operations Director I was responsible for housing services, property services & asset management functions including: leading the Operations Department workforce, managing local authority stakeholder relationships, stock condition data analysis and modelling, procuring reactive repairs & planned maintenance services, maintaining statutory compliance, improving customer satisfaction and was responsible for a £46m budget.

Westminster

As Managing Director of Dolphin Living Ltd, (Dolphin Square Charitable Foundation's Housing Association Subsidiary) I had responsibility for the group's operations, asset management and for establishing & embedding the new registered provider subsidiary including:- the designing and mobilisation of the group's housing management service- designing & implementing the Personalised Rent pilot at the New Era estate in Hoxton (acquired in December 2014 following a high profile protest and resident campaign against unreasonable rent increases).- launching & managing the Homeownership Accelerator product (accelerating 250 renters into homeownership) - ensuring compliance with the HCA's regulatory standards- creating and delivering the lettings strategy for the schemes currently in the group's development pipeline

East Village, London E20

As Head of Operations I led the mobilisation of the organisation’s front line and back office support services under contract, complying with contract terms & stringent KPIs. This involved leading all efforts to prepare for its first residents; from recruiting staff, agreeing new tenancies and policies to marketing plans and opening the organisation’s main office ready to serve their 1400 households. Managed the appointment to, and mobilisation of, a 5 year repairs & maintenance contract. Ensured the readiness and compliance of rents & service charge setting, inter-organisation financial transactions and all operational IT systems, processes and practices. Delivered the lettings strategy for East Village London E20 (formerly the Athlete’s Village) occupying an average of 40 households per week over a 9-month period whilst maintaining a 91% customer satisfaction rating. Exceeded target of 50% of social rented tenants to be in work by the time of their move to East Village (achieved 58.9% through implementing an employment support service).Provided a mixed tenure induction & management service resulting in fewer than 10 reports of neighbour nuisance (per 1000 properties) in the first year of operation. Achieved 0.54% arrears in first year of operation (despite not receiving any HB direct payments). Created & chaired the East Village cross industry community stakeholder forum, including representatives from schools, health, local authority, neighbouring landlords, GLA and the London Legacy Development Corporation.

Tower Hamlets

East Thames Group was a leading affordable housing and regeneration organisation that worked in east London (until it merged with L&Q in 2016). It had an annual turnover of £110m and 800 staff. It was also an equal partner in Triathlon Homes, which delivered nearly 1,500 affordable homes as part of the 2012 Olympic legacy.Whilst Area Manager for Tower Hamlets I led a team of Neighbourhood Managers providing a mixed tenure (leasehold, social rent, intermediate rent, supported housing) housing management service to 3000 homes.Oversaw housing management services to Grand Union Place, a unique mixed tenure and truly pepper potted housing scheme that supported the development of a mixed tenure community. Designed & opened a local 10 person office. Conducted a resident led review of, and implemented, an Estate Inspection regime across the organisation utilising mobile working technology. Built successful relationships with local authority senior officers, Cllrs, MPs and the Mayor. Oversaw the creation and delivery of local offers and Neighbourhood Plans including resident involvement strategies.

Millwall, Tower Hamlets

Took an active role in the management committee of a community nursery serving our residents on the Isle of DogsProvided overview, scrutiny and direction for managing the business including plans for expansion.

Millwall, Tower Hamlets

Director of community stakeholder organisation focused on tenants and community empowerment. Placed funding bids for and delivered community regeneration projects including a community nursery & health center (creating services and jobs for local people).

Stratford

Managed a team of Housing Officers delivering services to 1000 homesSupported the implantation of an in-house anti-social behaviour investigation and resolution service training staff and introducing monitoring tools. Opened a local estate office in Harlow, Essex to provide a local hub for residents furthest from our head office.

Stratford

Stratford

Stratford

Bachelor Of Arts (B.A. Hons), Tourism And Travel Services Management

Education record