Verity Mason-Fielding

• Lead service delivery across general needs, independent living, supported housing, and estate-based services.

• Manage tenancy sustainment, anti-social behaviour, and safeguarding interventions in line with policy and legislation.

• Support the delivery of housing management policies and procedures, including project management and benchmarking.

• Oversee service contracts and budgets, ensuring financial control and value for money.

• Analyse performance data and report regularly to senior leadership and board.

• Represent the organisation in multi-agency forums, audits, and partnership meetings.

• Deliver training and briefings to ensure policy adherence and knowledge transfer.

• Respond to complaints, analyse trends, and implement service improvements.

• Deputise for the Head of Housing Management and support directorate-wide initiatives.

• Was responsible for leading a pioneering site within Greater Manchester's Place-Based Initiative, focused on building community resilience through integrated, insight-driven service delivery.

• Designed and implemented a people-and-place-centred approach that aligned multi-agency resources to reduce demand, improve outcomes, and embed trauma-informed practice across services.

• Delivered measurable improvements in safeguarding coordination, tenancy sustainment, and resident engagement through integrated service pathways.

• Lead integrated team operations to deliver high-quality, customer-centric neighbourhood services.

• Oversee service provision across allocations, anti-social behaviour and housing services within the sub-region.

• Embed a performance-driven culture with strong emphasis on neighbourhood improvement.

• Line manage Neighbourhood Officers and other team members as designated.

• Conduct regular 1:1s and team meetings.

• Manage specialist functions and ensure cross-functional collaboration with internal teams and external partners

• Drive commercial awareness and efficiency, supporting systems that measure social value.

• Set and monitor performance targets, benchmarking for quality, cost, and value for money.

• Provided integrated housing services including allocations, lettings, ASB resolution, and support for vulnerable residents.

• Conducted regular estate inspections, resident consultations, and service charge reviews.

• Managed tenancy processes (e.g. successions, exchanges, transfers)

• Delivered responsive, personalised support across multiple channels to enhance customer experience.

• Advocated for residents to access internal and external services, ensuring inclusive service delivery.

• Supported tenancy sustainment via signposting to financial, employment, and housing options.

• Built effective partnerships with external agencies to enhance community resilience.

• Led service delivery improvements aligned to KPIs and customer satisfaction targets.

• Established effective lines of communication, improving transparency between management and tenants.
• Coordinated social activities for enhancing tenant engagement.
• Managed all aspects of health and safety within the properties, ensuring resident welfare at all times.
• Streamlined administrative processes to improve operational efficiency.
• Achieved high resident satisfaction with effective communication and problem-solving skills.
• Facilitated smooth venue operations by coordinating with maintenance staff promptly on repair issues.