Objective: To provide support to residents with complex repairs by progressing cases to achieve effective solutions for our residents. Support our residents through their repairs journey by acting as the link between the resident and our complex repairs team.

• Progress cases with key stakeholders by having an on-site presence at residents’ homes to provide enhanced support. • Liaise with planning team to help manage and schedule appointments replating to complex repairs. • Provide timely communication through home visits, telephone, email and letters. • Escalate and record resident complaints and ensure compliance with response times. • Support our priority decant cases ensuring that their move is thoroughly risk assessed and executed. • Propose action plans with stakeholders and monitoring through to resolution. • Manage a complex repairs caseload through to completion. • Support the protection and safety of our resident by identifying safeguarding concerns and following the safeguarding procedures, making appropriate referrals.

Key Outcomes:

• Resident satisfaction is improved, and resident trends are identified and reported. • A high quality, professional service is delivered to both colleagues and service providers through effective partnership working. • Complex and legal matters relating to a landlord’s obligations and design and management regulations are effectively resolved within prescribed timescales. • Effective communication internally and externally with all stakeholders. • KPI data is collected, monitored and required standards are met or exceeded. • Policies and procedures, including but not limited to, health and safety practices, safeguarding etc are adhered to and risks are minimised. • Safeguarding concerns, suspicions or allegations of abuse are recorded and sent to Tenancy Enforcement Internal systems are updated regularly with relevant information.

If this role is of interest, we'd love to hear from you!

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