The Challenge
A large London-based housing provider, facing a recent regulatory downgrade, required an Interim Managing Director of Housing Operations to deliver immediate stability, enhance operational performance, and oversee a period of sensitive transition. The brief was urgent: the provider’s senior MD was due to take parental leave, and the organisation needed a credible leader to step in and manage a wide-ranging portfolio – from tenancy and ASB performance to customer satisfaction and service charge reform.
The provider's operational structure included a complex team of directors, assistant directors and heads of service. With inconsistent capability at middle-management level, the interim was also expected to coach and develop leadership behaviours, embed performance focus, and ensure a stable operating model under scrutiny.
A particular priority was oversight of a major service charge transformation programme, delivered in partnership with external consultants. The provider’s decentralised model and historical complexity required a leader with strong technical understanding, collaborative style, and the confidence to challenge existing processes.
Our Impact
Through our embedded community networks, Neemar was referred a trusted interim leader already recognised as one of the sector’s most capable operators. We had longstanding insight into their experience, credibility, and track record in regulated environments, having previously placed them into similar turnaround assignments.
Following a rapid but robust referencing process, we advised our client that this candidate was the standout solution. They agreed. Thanks to our market knowledge and deep understanding of their operational needs, we were able to compress the search process and enable an appointment within three weeks.
Since their arrival, the interim has delivered stability, improved core housing management performance, and strengthened the oversight of a high-risk service charge programme. They have worked directly with senior leaders and heads of service to rebuild confidence, introduce new performance expectations, and provide the capacity the organisation needed to navigate a difficult regulatory period.
Their contract has been extended multiple times and their contribution is seen as pivotal in supporting the organisation’s return to compliance.
