Peter Albert Email & Phone Number

London, Gb

London, Gb

London, England, United Kingdom

Brixton, London, Uk

London, United Kingdom

London, United Kingdom

London Bridge

Haringey, London, United Kingdom

Hammersmith, London, United Kingdom

Brixton, London, United Kingdom

Tower Hamlets, London, United Kingdom

London, United Kingdom

Brought in-house heavily subsidized non-compliant suite of concierge/security services housed in inner city tower blocks, from external provider and delivered a restructured fully compliant service, removing £400K annual subsidy levied by Housing Association, reducing £1.2M annual service cost down by 60% to £458K.Preparation and maintenance of business case and cost models - ensured ongoing business justification, risk management and quality control. Residents fully engaged and consulted on service options.• Increase in customer satisfaction from 52% pre-handover to 90% in first quarter of in-house service.• 100% headcount maintained during TUPE and 97% during restructure – 60 remote direct reports incl. 30 temps. Steering all stakeholders through change as a result of restructure to service.• Organisation of SIA (Security Industry Authority) training and licensing for dispersed workforce: 30 permanent security officers and a further 30 local unemployed people to provide additional security presence over Olympic & Paralympic Games and ensure service is conducted compliant to Surveillance Law, CCTV Code of Practice and Data Protection Act.

London, United Kingdom

Contracted to manage the London division of Leasehold & Commercial Services (13,000 leaseholders) whilst the permanent post-holder inducted a new group partner. Line managed 3 Portfolio Team Managers. Interfaced, collaborated and developed strong relationships with clients including group partners.• Tenancy Services Audit – third party management companies – sinking fund management. Deposit registration procedures for market rent properties.• Introduced customer focused complaints templates incorporating getting it right first time and lessons learned approach, reducing escalations from stage one to two down to zero during my placement.• Interfaced, collaborated and developed strong relationships with clients including group partners.• Developed detailed understanding of key business drivers within the regional portfolios; used this understanding to report into and assist Group Director and Continuous Improvement staff in the development of meaningful strategies.• Overseen all portfolio transaction activities (freehold, leasehold, market rent) across the region, driving local teams to deliver results in excess of client KPI expectations and delivery of all required reporting into Circle Living and Client Senior Management Team Meetings.• Developed and maintained a strong relationship with key income staff, aiming to minimise risk and foster improvement and innovation.

London, United Kingdom

Headed up National Home Ownership department during five years of change inc. two mergers a company transformation and restructures – successfully mentoring and bringing my team along with me. Mixed tenure portfolio comprising of leasehold, market rent, rent to homebuy and retail units over 5 regions nationally with 4 direct reports–multi-agency liaison and negotiation - maintaining relationships with regional offices, sales agents, solicitors, departmental heads, Councillors, resident associations and planning authorities.

London, United Kingdom

Managed the Contact Centre for the London and the South East Zone Agent – responsible for 8 officers and a team leader. Introduced and evolved policies and procedures to facilitate the delivery of the Equity Homebuy and Shared Ownership allocations processes, awarding loans of up to £50K to eligible key workers using affordability calculations. Constructed Service Level Standard for partnering HAs and RSLs and delivered sales and marketing events for off-plan sales. Preparation of monthly statistics for the Office of the Deputy Prime Minister.