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May 2014

Dear Applicant

Policy & Improvement Advisor

Thank you for your interest in the above role. Enclosed is the information you will
need to assist you in completing your application. To apply for this role you must
submit your current CV along with a supporting statement no longer than 1 side of
A4. It would also be helpful if you would complete the equal opportunities monitoring
form. It is not mandatory to complete this, and the information is requested purely for
equal opportunities monitoring purposes, in line with our commitment to equality and

Applications should be emailed to or posted to the HR Team,

Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We
would suggest that you email your applications to us wherever possible, to avoid

If you have any queries, please contact the HR team on 020 8964 6054 or via

We look forward to hearing from you.

Closing date: Monday 26th May 2014

Interviews & Testing: 9th & 11th June 2014

Yours sincerely

Katherine Hyde
Senior HR Advisor


About Kensington & Chelsea TMO 3

Job description and person specification 4-8

Structure charts 9-10

Terms and conditions 11

Press advertisement 12

Further information about the KCTMO can be found at

About Kensington & Chelsea TMO

The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders
voted to take over the management and improvement of their own homes. We were
the first borough-wide tenant management organisation in the UK and the only
tenant led ALMO - a not for profit company providing landlord services to almost
10,000 homes in Kensington and Chelsea.

We employ about 200 staff in offices situated around the Borough and were awarded
three stars excellent prospects by the Audit Commission in 2006.

Over the last few years the TMO has undergone change in relation to its Constitution
and Board, and more recently, in relation to the Executive Team. A new Chief
Executive, Robert Black, joined the TMO in May 2009. Robert is committed to
developing and continuously improving the TMO, in partnership with the TMO Board,
residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range
of external stakeholders to ensure that the TMO makes a real difference by providing
excellent services and value for money.

This is an exciting time to join the TMO and to help shape the organisation in its aim
to become the best social housing landlord in London.

Further information on the TMO can be found at

Job Description

Job Title
Policy & Improvement Advisor
Directorate /
Department People & Performance

Reports to
Policy & Improvement Manager
Job Purpose To consistently review policies and procedures for the organisation
reflecting best practice particularly with regard to the Operations

In conjunction with the Director of Housing develop and maintain all key
management performance indicators that reflect the strategic and
operational priorities of the TMO and the Councils Corporate Strategy.

In conjunction with the W2 (electronic document management system)

Project Team, focus on the development of workflows, particularly within
housing management. You will be involved in developing and
implementing a number of those housing management related workflows.

Take the lead in the collation and coordination of all directorates service
plans including Rent Income, Housing Management, Landscape and
Environment and Customer Services.

To undertake six-monthly audits of Operations Directorate policies &

procedures and other directorates as required, ensuring that policies and
procedures are correctly followed and provide reports to the relevant
management teams for recommendations on service improvements.

To regularly benchmark key service provisions in the Operations

Directorate, including Estate Services, Neighbourhood Services, Rent
Income and Landscaping and the Customer Call Centre, to ensure
services are effective and provide value for money.

To produce and present reports for a range of audiences including

residents, Senior Management Team and the Board ensuring information
is relevant and presented clearly for the appropriate reader.

To keep up-to-date with all housing legislation and ensure that any
updates are communicated to the appropriate teams within the

Develop and maintain external relationships on policy and business

improvement with key partners such as the Council, Police and other social
29,200 - 39,500
HMGN 201
36 hours per week (Monday- Friday)
The Network Hub & 346 High Street Kensington W14 8NS
Responsibilities In conjunction with the Policy and Improvement Manager and Directors of
Service develop service plans, and coordinate quarterly updates, reporting
results to the Policy & Improvement Manager. Present the reports to senior
management including Managers forum, Programme Board and TMO
Board sub committees.

In conjunction with the Performance Manager, develop and update the

relevant suites of KPIs to successfully manage performance of both
contractors and teams, including updating and reviewing definitions.
Coordinate the annual review of all contract KPIs and staff targets and
collection of monthly KPI information and produce monthly and quarterly
reports for teams as required. Attend corporate KPI meetings as required.

Develop and update benchmarking data including producing reports from

HouseMark on benchmarking. Investigate other potential benchmarking

Develop and maintain the Neighbourhood Management procedure

manual including policies and procedures in liaison with staff within the
Neighbourhood Management team and across the TMO and in conjunction
with resident groups and the Council.

Ensure learning outcomes from resident complaints are logged and built
into all reviews.

Take the lead in the coordination of reviews of annual risk mapping and
ensure that teams are briefed on responsibilities with regard to managing
risk effectively.

Support and provide assistance in both corporate and individual

directorate/team projects as required.

Attend all necessary meetings, including consultative meetings and other

meetings in support of the Policy & Improvement Manager.

Actively promote the TMOs equalities and diversity policies by supporting

the implementation of equality impact assessments and deliver, uphold and
encourage the highest standards of behaviour.
Involve residents in key decision and consultation processes on
neighbourhood management work and policy and procedural changes and

Ensure cross cutting working with other landlords in the borough

maintaining innovative services at the TMO.

Work on projects assisting business growth at the TMO in Neighbourhood

Management areas of work.

Undertake any other duties and responsibilities of a similar nature to and

which reflect the level of those described above, which may reasonably be
required by senior management.

Person Specification

Job Title: Policy and Improvement Adviser

Directorate / Department: People and Performance

Criteria Essential Desirable How


Experience and Demonstrable relevant AI

Knowledge experience of working in a
Housing Environment with
relevant experience in,
policy and procedures
related to neighbourhood
management preferably
gained in the local authority
Experience of Anti-social AI
Behaviour legislation and
Income management/benefit
Knowledge of Quality and AI
Performance Standards,
Specifications, Procedures
and Monitoring Formats,
Options and Models.
Understanding of Value for AI
Money (VFM) and ability to
support the organisation to
maximise the impact from its
resources in Neighbourhood
Understanding of and AI
commitment to equality and
diversity in a housing
management environment.
Skills and Personal Ability to communicate TAI
Qualities effectively with a range of
internal and external
customers and
Ability to research legal, TAI
financial, statistical and
other data and analyse and
report on this as relevant to
the role.
Ability to use a range of AI
PC and IT applications as
relevant to the work of the
Ability to demonstrate AI
strong project management
Effective time AI
management skills to
ensure deadlines are met.
The KCTMO Way Self belief - the confidence
Organisational Behaviours that you will succeed; will
overcome obstacles to
achieve the best outcomes
for service improvement.
Drive for improvement -
motivated to improve
performance and to make a
difference to customers.
Personal Integrity - a
strongly held sense of
commitment to openness,
accountability, inclusiveness
and high standards and
Future planning - being
prepared to take action now
to shape and implement a
vision for the future
development of the service.
Political astuteness -
commitment and ability to
understand diverse interests
and the dynamics between
Drive for results - a strong
commitment to making
service improvements and a
determination to achieve
positive service outcomes
for users.
Leading change through
people - communicating the
vision and engaging others
to work together to achieve
a real change.
Empowers and works
collaboratively - facilitating
others contributions, share
leadership and developing
others capability, being
committed to working with
others to achieve results.

* - Key

A = Supporting Statement
I = Interview
T = Test
Organisation Structure

Chief Executive

Executive Director Executive Office Executive Director Executive Director

of People and Manager of Operations of Financial
Company Secretary
Performance Services and ICT

Assistant Director Health, Safety and

Head of Customer
Performance Director of Assets Head of Supported of Neighbourhood Facilities Manager
Manager and Regeneration Housing Management

Team Leader Head of Assistant Director of

Project Manager Customer Services Financial Services
Head of Capital Supported Housing Neighbourhood
Investment Management North

Assistant Director of Head of Investment Rent Income & Head of ICT

Customer Services
HR Strategy Lancaster West

Head of Assistant Director of

Head of Contract Neighbourhood Home Ownership
Management Management South
Engagement Business
Manager Improvement

Principal Project
Accountant Environmental
Services Manager

Policy and

Complaints Team
People & Performance

Executive Director of
People & Performance

Assistant Director of
Head of Human Resources and Policy & Improvement
Resident Engagement Business Development Performance Manager Principal Projects
Communications Organisational Manager
Manager Manager Accountant (W2)

Graphic Designer / Senior HR Advisor

Resident Engagement Assistant Project Community Centres Performance & EDMS Policy & Improvement
Communications HR Advisor Senior HR Advisor Complaints Manager Equalities Officer
Offices (x4) Manager Officer Officer Adviser
Terms and Conditions


You will be paid monthly - on the 15th of the month - and your pay is to be credited to
your bank or building society.


A 36 hour week is worked, Monday Friday, but you will be expected to work the hours
necessary to discharge the duties of the position.

Annual leave

Your annual leave is dependent upon your conditions of service and length of
continuous service. The annual leave for this position is 28 days per annum and 31
days after 5 years service.


All employees have a standard probationary period of six months.

Season Ticket Loan

Interest-free season ticket loans are offered from six months service, which are paid
back in monthly instalments through the payroll.

Pension Scheme

The TMO is an admitted member of the Local Government Pension Care Scheme. The
scheme provides for an employee contribution of either 5.5% on annual salaries
up to 13,500, 5.8% on annual salaries from 13,501 - 21,000, 6.5% on annual
salaries from 21,001 - 34,000 or 6.8% on annual salaries from 34,001 - 43,000,
8.5% on annual salaries from 43,001 - 60,000. An additional contribution is payable
by the employer.

Other benefits

Access to a health scheme, modern working environment and a range of learning and
development activities.
Kensington and Chelsea TMO is the first borough-wide housing organisation to give
residents a say in the management of their homes. With nearly 10,000 properties,
and a clear commitment to improving our services, we are looking for talented
people who share our vision for the future.

Policy & Improvement Advisor

Salary: 29,200 - 39,500
Location: The Network Hub & 346 High Street Kensington W14 8NS

We are seeking to recruit an outstanding person to the post of Policy & Improvement
Advisor within the People & Performance Directorate. To be successful in the role
you will have a good understanding of the housing sector and be able to research,
develop and communicate policies covering all aspects of housing management.

The TMO has implemented a new electronic document management system (W2);
the current phrase of the project is focusing on the development of workflows,
particularly within the housing management. As the successful candidate, you will be
involved in developing and implementing a number of those housing management
related workflows. In addition, you will lead in the collation and coordination of
service plans as well as benchmarking audits.

As an experienced candidate you will have a strong understanding of value for

money, excellent communication skills, and a high standard of IT skills and
experience of managing projects.

In return we offer excellent training opportunities, membership of the local

government pension scheme and season ticket loan (after a qualifying period).

For information pack please log on to our website and click on

Closing date: Monday 26th May 2014

Interviews & Testing: 9th & 11th June 2014

The TMO is an equal opportunities employer

No Agencies Please