Lyndsey McGillion
Summary
Results-driven professional specialising in tenancy and estate management with a strong focus on regulatory compliance. Led teams in monitoring KPIs and managing anti-social behaviour cases while fostering tenant sustainment through partnerships with local authorities and community organisations. Committed to advancing strategic initiatives in housing management to enhance community well-being.
Overview
29
29
years of professional experience
Work history
Housing Officer
DUNBRITTON HOUSING ASSOCIATION
2022.09 - 2026.06
- Responsible for delivering a comprehensive housing management service across a broad range of tenancy and estate management functions.
- Manage tenancy management, rent arrears, allocations, estate management, tenancy sustainment and anti-social behaviour cases.
- Prepare reports and recommendations for Board consideration relating to anti-social behaviour, rent arrears, breach of tenancy and eviction proceedings.
- Manage complex tenancy enforcement cases and legal processes in accordance with policy and legislation.
- Work closely with Police Scotland, local authorities and support agencies to sustain tenancies and resolve complex housing issues.
- Monitor housing management performance and contribute to service improvement initiatives.
- Support tenant participation and customer engagement activities.
- Deputise for senior managers and represent the service at meetings when required.
- Provide guidance and support to colleagues on complex housing management matters.
- Successfully managed a wide range of complex tenancy sustainment and enforcement cases.
- Contributed to maintaining high standards of customer service and regulatory compliance.
- Developed effective working relationships with tenants, stakeholders and partner agencies.
Tenancy Services Officer / Team Lead
GLASGOW WEST HOUSING ASSOCIATION
2011.01 - 2022.09
- Held responsibility for complex tenancy management functions while undertaking Team Lead responsibilities between 2012 and 2022.
- Conducted staff appraisals and performance reviews.
- Managed sickness absence and attendance issues in line with organisational policies and procedures.
- Approved annual leave requests and coordinated resources to maintain service delivery.
- Allocated workloads and monitored performance against agreed objectives and targets.
- Mentored and supported junior colleagues, assisting in their professional development and career progression.
- Provided operational leadership and support to the wider housing management team.
- Supported service planning, performance management and continuous improvement activities.
- Managed complex anti-social behaviour investigations from initial complaint through to resolution.
- Led tenancy sustainment interventions involving vulnerable tenants and multi-agency support.
- Managed abandonment investigations and tenancy recovery procedures.
- Prepared and served legal notices relating to tenancy breaches and enforcement action.
- Produced performance information for Annual Return on the Charter submissions, Scottish Housing Regulator reporting and internal KPI monitoring.
- Worked collaboratively with Police Scotland, Health and Social Care Partnerships and Glasgow City Council.
- Participated in tenant consultation activities relating to housing policy and legislative changes.
Housing Officer
BLAIRTUMMOCK HOUSING ASSOCIATION
2007.08 - 2010.03
- Managed rent arrears, allocations, estate management, repairs, voids and anti-social behaviour cases.
- Delivered housing management services in accordance with organisational policies and performance standards.
- Worked collaboratively with tenants, contractors and partner agencies to resolve housing issues.
Housing Assistant / Housing Officer / Clerical Assistant
GLASGOW HOUSING ASSOCIATION / GLASGOW CITY COUNCIL
1997.08 - 2007.08
- Gained comprehensive experience in tenancy management, allocations, arrears management, estate management, and housing administration to ensure efficient operations.
- Facilitated delivery of frontline housing services, addressing the needs of diverse communities to improve accessibility and support.
- Advanced through various housing and customer service roles, enhancing skills in tenant engagement and service delivery.
Education
CIH Level 4 Diploma - Housing
Glasgow Metropolitan College
SVQ – Communication Level 4 - Information Technology Office Applications
Anniesland College
GlasgowSkills
Tenancy Management
Rent Arrears Management
Allocations and Lettings
Estate Management
Void Management
Tenancy Sustainment
Anti-Social Behaviour Management
Abandonment Investigations
Legal Enforcement Action
Regulatory Compliance
Scottish Housing Regulator Reporting
KPI Monitoring and Reporting
ARC reporting
Board Reporting
Audit Support
Risk Awareness
Data Protection and GDPR
Team Leadership
Team management
Staff Appraisals
Performance Management
Absence Management
Annual Leave Management
Mentoring and Coaching
Staff Development
Workload Planning and Allocation
Deputising for Senior Managers
Community organisations
All MS office applications
HomeMaster housing operation system
CAREER HIGHLIGHTS
- Over 25 years’ experience within social housing across housing associations and local authority housing services.
- Prepared reports and recommendations for Board consideration relating to anti-social behaviour, rent arrears, breach of tenancy and eviction proceedings.
- Held Team Lead responsibilities for 10 years, including conducting appraisals, managing sickness absence, approving annual leave and supporting staff development.
- Regularly deputise for Housing Managers at internal and external meetings.
- Successfully mentored junior staff members who have progressed into more senior housing roles.
- Extensive experience of housing legislation, tenancy enforcement and regulatory compliance.
- Responsible for performance monitoring and reporting, including ARC and Scottish Housing Regulator returns.
- Proven track record of working effectively with partner agencies to sustain tenancies and resolve complex housing management issues.
ADDITIONAL INFORMATION
- Full UK Driving Licence
- Car Owner
- Available to attend evening and occasional weekend meetings and events as required
Timeline
Housing Officer
DUNBRITTON HOUSING ASSOCIATION
2022.09 - 2026.06
Tenancy Services Officer / Team Lead
GLASGOW WEST HOUSING ASSOCIATION
2011.01 - 2022.09
Housing Officer
BLAIRTUMMOCK HOUSING ASSOCIATION
2007.08 - 2010.03
Housing Assistant / Housing Officer / Clerical Assistant
GLASGOW HOUSING ASSOCIATION / GLASGOW CITY COUNCIL
1997.08 - 2007.08
CIH Level 4 Diploma - Housing
Glasgow Metropolitan College
SVQ – Communication Level 4 - Information Technology Office Applications
Anniesland College