Chris Gwilliam

Leading a national team of project managers and business analyst to deliver on a wide portfolio of cross organisational projects including:

• Review of service charges, generating £400K additional revenue.
• Digitalisation of processes: housing applications, sign-up, tenancy agreements and the tenancy termination processes.
• Developing apps and dashboards for pre void and building safety compliance inspections.
• Implementing a Housing Officer dashboard.
• Managing an energy hardship scheme.
• Setting up and running food parcel scheme during Covid.
• Updating content for new housing website.
• Launching a building compliance pilot projects achieving 100% compliance in London and Midlands within 5 months.
• Set up tenancy fraud initiative
• Developed Sanctuary Housing's Policy and Procedure and Customer Involvement framework.

Provide leadership to policy development, manage housing operations projects. Manage front of house teams and provide leadership to Housing 360 compliance team.

Operational management of Income Services and staff across 6 offices.

• Managed the Income Services Team in the South West to achieve their best ever arrears performance (2.96%).
• Developed the “case management framework” for income recovery for Sanctuary.
• Ran the User Acceptance Testing of SAP One Sanctuary system for Income Services.

• Set up the Rent Management and Leasehold Service for Bristol City Council under the Transforming Housing Programme.
• Successfully maintained high rental income collection rates (97-98%) whilst reducing the number of formal legal actions including evictions
• Project managed the implementation of new payment methods and ICT systems - including card payments, telephone, internet, IVR systems and a swipe card payment service.
• Developed processes for dealing with vulnerable customers - setting up a multi-agency case review and conference framework.
• Implemented a money and debt advice triage service with local advice agencies.

Project Manager of a successful bid to achieve Customer Service Excellence standard for front of house customer services. The first department within the council to achieve this national award.

• Provided management support to area office teams.
• Designed and delivered housing management training programmes.
• Developed and maintained policy and procedure for housing services
• Undertake best practice research and investigate service failures.

Plus secondment to project manage 2 key projects:

1. Development of specialist new rent management service for Bristol.

2. Implemented new cash receipting and other ICT payment systems.

Managed the Tenancy Management and Anti-Social Behaviour teams and services.

Set up and managed the team responsible for monitoring the performance of the DSO housing management contractor under Compulsory Competitive Tendering (CCT).

• Lead officer for managing 2 “priority” neighbourhoods.
• Successfully ran a large decanting programme on 2 phases of a £10M estate action refurbishment programme.
• Supervision of site-based staff.

Supervision of frontline staff and services at an area housing office – including reception, lettings, repairs teams and cashier services

Lead officer for tenancy management issues on an estate including – rent arrears and anti-social behaviour and resident consultation.

Assessment of housing benefit claims, allocate properties and carry out sign up of new tenancies, raise repairs orders and cashier duties.