Mimi Watson
High W,Buckinghamshire
Summary
Accomplished professional with a strong background in leadership, communication, and organisational skills. Demonstrated expertise in software proficiency and stakeholder engagement, effectively managing ASB issues. Adept at fostering interpersonal communication to drive team success and achieve organisational goals.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Housing Manager (Tenancy)
Abri
Bracknell, Bracknell Forest
10.2018 - 01.2025
- Accountable for all aspects of Abri's housing management service in the local defined geography
- Managing a team of seven Customer Relations Partners providing robust and clear leadership
- Maintaining good links with other professionals by attending external meetings including ASB working groups, domestic violence forums, MAPPA, and MARAC
- Effectively coordinate resources to improve customer satisfaction, maintain regulatory compliance, and learn from complaints and service feedback
- Review and develop policies and procedures, identifying opportunities for service improvement and value for money, and implement effective change
- Collaborate with other Regional Housing Partnership Managers to deliver consistency of service experience for customers
- Use audit and reporting tools to monitor targets and standards of service, ensuring performance and compliance targets are met
- Plan and implement a sustainable approach to new communities moving into new build properties
- Facilitating and managing departmental meetings and presentations
- Liaising with the local council on issues of Housing, support, and Anti-social behaviour
- Writing and managing Councillor enquiries, Housing Ombudsman, and complaints
- Managing and preparing for court cases for possession and enforcement
- To undertake resident consultation exercises and attend resident meetings
- Work with Housing Partners to monitor and support neighbourhoods, developing and delivering time-limited neighbourhood improvement plans for failing areas
- Deliver day-to-day tenancy management services through a team of Housing Partners, providing guidance for customers from the start to the end of their tenancy, addressing breaches, and handling serious incidents
- Ensure Housing Partners are fully aware of their safeguarding responsibilities and act as a focal point for communication and action
- Manage a high-performing, motivated team through effective performance management, including 1:1s, quality checks, absence reviews, and recruitment
- Develop and maintain collaborative working relationships with internal departments, external agencies, and key local stakeholders
- Respond to emergency situations
- Manage Regional Housing Partnership Budgets to ensure control and optimisation
- Foster a team culture that reflects organisational values and promotes professional growth
- Continuing Personal development through training and in-house courses
Housing Officer
Silva Homes
06.2016 - 10.2018
- Managed a portfolio of 2,000 properties, conducting tenancy reviews and inspections
- Addressed tenancy breaches and managed anti-social behaviour cases
- Collaborated with multi-agency teams, including police and mental health services
- Delivered reports, letters, and communications to support efficient housing operations
- Undertake reactive visits as required to deal with alleged breaches of tenancy, and where necessary enforcement action for matters identified
Property Services Coordinator (Investment Works)
Paradigm Housing
06.2014 - 06.2016
- Supported investment works projects through effective administration
- Communicated regularly with tenants via phone, writing, and visits to address concerns
- Ensured project budgets were maintained and tasks prioritized to meet team targets
- Managed a team of nine operatives alongside the site manager
Human Resources / Administrative Assistant / Receptionist
06.2012 - 04.2014
- Provided administrative support, office management, and HR assistance in high-pressure environments
- Prioritized tasks to meet deadlines and addressed employee queries effectively
- Demonstrated adaptability and rapid learning of organizational processes and workflows
Helpline Advisor
Consumer Credit Counselling Service
06.2009 - 07.2011
- Served as the first point of contact for clients, providing empathetic and efficient support
- Handled distressed clients, demonstrating excellent interpersonal and problem-solving skills
- Assisted with client correspondence and financial documentation using Microsoft Office
Pension Sales Support (Contract)
Aegon Scottish Equitable
01.2009 - 06.2009
- Responded to pension-related queries from financial advisors and provided quotes
- Managed correspondence with financial institutions regarding transfers and updates
- Coordinated office administration tasks, including handling post and answering calls
Education
BTEC - Anti-Social Behaviour
01.2018 - 01.2019
Aspiring Manager Program - undefined
BA (Hons) - Counselling and Psychology
Greenwich University
01.2011 - 01.2014
CIH Level 5 -
Charted institute of Housing
01.2019 - 01.2020
Skills
- Leadership
- Communication
- Organisational
- Software Proficiency
- Stakeholder Engagement
- Interpersonal communication
- ASB management
Certification
- Anti-Social Behaviour Management
- Budget Management & Service Charge Analysis
- Stakeholder Relationship Management
Custom
Available upon request.
Timeline
CIH Level 5 -
Charted institute of Housing
01.2019 - 01.2020
Housing Manager (Tenancy)
Abri
10.2018 - 01.2025
BTEC - Anti-Social Behaviour
01.2018 - 01.2019
Housing Officer
Silva Homes
06.2016 - 10.2018
Property Services Coordinator (Investment Works)
Paradigm Housing
06.2014 - 06.2016
Human Resources / Administrative Assistant / Receptionist
06.2012 - 04.2014
BA (Hons) - Counselling and Psychology
Greenwich University
01.2011 - 01.2014
Helpline Advisor
Consumer Credit Counselling Service
06.2009 - 07.2011
Pension Sales Support (Contract)
Aegon Scottish Equitable
01.2009 - 06.2009
Aspiring Manager Program - undefined
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