Natalie Spencer
Summary
A results driven housing operations leader with extensive experience delivering high performing housing services across housing, repairs, disrepair, damp and mould, and regulatory compliance, including Awaab’s Law. Proven success in leading operational teams, driving service transformation, improving contractor performance, and managing complex housing cases while ensuring residents remain at the heart of service delivery.
An accomplished people leader with a strong track record of developing high performing teams, delivering operational excellence, and embedding a culture of accountability, continuous improvement, and customer focus. Experienced in shaping and implementing strategic initiatives, managing risk, ensuring compliance, and building effective partnerships with internal and external stakeholders to achieve organisational objectives.
Recognised for combining strategic thinking with a collaborative and solutions focused approach to improve performance, enhance resident outcomes, and deliver sustainable service improvements. Passionate about leading change, driving innovation, and creating safe, compliant, and customer-focused housing services.
Overview
16
16
years of professional experience
Work history
Operations Manager – Damp & Mould - Awaabs Law
Notting Hill Genesis
01.2026 - 07.2026
- Lead a service of 26 colleagues responsible for the end-to-end management of damp, condensation and mould cases, ensuring residents remain safe in their homes and services are delivered in line with statutory and regulatory requirements.
- Ensure full compliance with Awaab’s Law, Housing Ombudsman recommendations and associated legislation by delivering timely triage, inspections, investigations and remedial actions within mandatory timescales.
- Oversee the operational delivery of damp and mould services across a large-scale housing portfolio, ensuring effective prioritisation of resources and consistent, resident-focused service delivery.
- Monitor and report organisational compliance performance, providing assurance and performance reporting to the Senior Leadership Team, Executive Board and external stakeholders.
- Lead the management of high-risk and complex cases, implementing robust escalation processes to safeguard vulnerable residents and achieve safe, high-quality outcomes.
- Develop and implement strategic policies, procedures and operational frameworks to standardise case management, improve regulatory compliance and ensure accurate record keeping across all regions.
- Design and deliver a comprehensive damp and mould risk management programme, identifying emerging risks, implementing mitigation strategies and escalating critical issues to senior leadership.
- Establish, monitor and report against key performance indicators, including triage times, inspection times, completion of remedial works, customer satisfaction and recurrence rates to drive operational excellence.
- Utilise operational data, case intelligence and trend analysis to identify systemic issues, influence strategic decision-making and deliver continuous service improvement.
- Champion a resident-centred culture, embedding customer-focused practices across operational teams to improve satisfaction, communication and service outcomes.
- Work collaboratively with operational and cross-functional teams to redesign processes, reduce service failures and support wider organisational transformation programmes.
- Lead contractor and supply chain performance management, holding delivery partners accountable against contractual KPIs, SLAs and quality standards through regular performance reviews and interventions.
- Lead workforce planning and departmental recruitment, overseeing role design, interviewing, onboarding and team development to build a high-performing, specialist service.
- Engage confidently with senior stakeholders, regulators, residents and external agencies to manage risk, provide assurance and maintain transparency in service delivery.
- Analysed performance metrics, identified areas for improvement in operations management.
- Liaised with stakeholders for transparent communication and better decision making.
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Monitored health and safety measures for guaranteed compliance.
Interim Complex Case Project Manager (Disrepair)
Notting Hill Genesis
07.2025 - 01.2026
- Effectively managing resources within the team, and the contractors and consultants working within my area to ensure projects are completed on time and to a high standard.
- Coordinating and overseeing the resolution of complex, and in jeopardy repair cases to reduce risk of disrepair and/or negative Ombudsman findings.
- Implemented quality control processes and embedded service improvements to evaluate the performance and effectiveness of contractors, colleagues and processes.
- Continually monitored the quality and success of all disrepair and preventative disrepair works, using data, analysis and insight to instigate appropriate improvements and recommendations.
- Collaborated with all operational colleagues to reduce the risk of disrepair and embed learnings from cases.
- Led and managed projects for systems and process improvements.
Team Leader - Complex Cases
Notting Hill Genesis
07.2023 - 07.2025
- Managing a team of 7 Floating Housing Officers and RLOs to provide support for all five teams across the North region.
- Responsible for the recruitment, interviewing, and onboarding of all new team members.
- Offering training, guidance, and support to all new starters with the onboarding process.
- Identifying and offering support by utilising my team to help cover patches that are vacant.
- Working in collaboration with the wider Housing Directorate, management, and leadership team.
- Working collaboratively with internal and external partners to achieve agreed objectives, providing a local engagement strategy for improving customer satisfaction.
- Responsible for effective management, coaching, motivation, and development of direct reports.
- Leading the team to ensure customers are put first, and the team delivers high performance.
- Driving improvements in housing services by meeting or exceeding agreed operational, and satisfaction targets.
- Conducting weekly 1-2-1s and setting personal objectives.
- Ensuring team deadlines are met, and addressing any personal performance issues.
Interim Housing Operations Manager
Notting Hill Genesis
London
07.2024 - 12.2024
- Managing 14 Housing Officers.
- Responsible for leading an operational team, providing housing management services to residents in North London.
- Responsible for managing a significant annual revenue budget, and staff establishment. Maintaining smooth-running business operations by delegating priorities according to staff abilities.
- Driving improvements in housing services by meeting or exceeding agreed operational and satisfaction targets.
- Monitoring health and safety measures for guaranteed compliance.
- Working collaboratively with internal and external partners to achieve agreed objectives, providing a local engagement strategy for improving customer satisfaction.
- Responsible for effective management, coaching, motivation, and development of direct reports.
- Leading the team to ensure customers are put first, and the team delivers high performance.
- Conducting weekly 1-2-1s and setting personal objectives.
- Ensuring team deadlines are met, and addressing any personal performance issues.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
Senior Housing Officer
Notting Hill Genesis
London
01.2021 - 07.2023
- Managing 180 general needs properties and 9 leasehold properties that are owned by NHG.
- Providing front line support ensuring excellent customer service for all residents and stake holders when enquiring about any issues with their tenancies, raising repairs, transferring to another property.
- Managing cases involving complaints, subletting, disrepair, legal referrals, ASB, whilst always following NHG procedures.
- Leading on repairs and training for North Team 4, helping to manage their repairs dashboards weekly.
- Leading on complaints meetings, ensuring that complaint responses are within target and responded to effectively.
- Building effective relationships and exploring positive ways of working.
- Carefully building and maintaining relationships with tenants, internal/external staff, and members of the public.
- Leading and organising resident surgery days and resident workshops.
Complaints/Service Recovery Advisor
Notting Hill Genesis
Chelmsford
07.2019 - 01.2021
Plentific Repairs Team/CSA Advisor
Notting Hill Genesis
Chelmsford
05.2018 - 07.2019
999 Emergency Call Handler
East of England Ambulance
Chelmsford
10.2014 - 05.2018
Head hunter/Recruiter
Dotgap (Digital Media Recruitment Specialists)
London
07.2012 - 04.2014
Sales Team Manager
Haven Power
Chelmsford
06.2010 - 07.2012
Education
Trained in Classical Ballet, Contemporary, Musical theatre, Anatomy
Laine Theatre Arts
Epsom, SurreyGCSE - 11 A-C grades
Alec Hunter High School
Braintree, EssexCurrently in Discussions For My CIH Qualification
Skills
- Project Management
- Awaabs Law
- Complex cases
- Leadership
- Performance monitoring
- Stakeholder engagement
- Team leadership
- Service improvement
- Relationship Building
- Communication Skills
- Problem Solving
- Rapport Building
- Operational Leadership
- Contractor Management
- Stakeholder Management
- Compliance
- Health & Safety
- Performance Management
- KPI Delivery
- Transformation
Accomplishments
- 2024 Award Winner - Notting Hill Genesis Better Together - "Colleague Delivering The Best Service to Our Residents"
Timeline
Operations Manager – Damp & Mould - Awaabs Law
Notting Hill Genesis
01.2026 - 07.2026
Interim Complex Case Project Manager (Disrepair)
Notting Hill Genesis
07.2025 - 01.2026
Interim Housing Operations Manager
Notting Hill Genesis
07.2024 - 12.2024
Team Leader - Complex Cases
Notting Hill Genesis
07.2023 - 07.2025
Senior Housing Officer
Notting Hill Genesis
01.2021 - 07.2023
Complaints/Service Recovery Advisor
Notting Hill Genesis
07.2019 - 01.2021
Plentific Repairs Team/CSA Advisor
Notting Hill Genesis
05.2018 - 07.2019
999 Emergency Call Handler
East of England Ambulance
10.2014 - 05.2018
Head hunter/Recruiter
Dotgap (Digital Media Recruitment Specialists)
07.2012 - 04.2014
Sales Team Manager
Haven Power
06.2010 - 07.2012
GCSE - 11 A-C grades
Alec Hunter High School
Trained in Classical Ballet, Contemporary, Musical theatre, Anatomy
Laine Theatre Arts
Currently in Discussions For My CIH Qualification