Aftercare and Defects Manager - North - North East, UK

Housing 21; North East; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Blue Light Card discount

Holiday trade scheme

Volunteer days

Occupational Sick Pay

Maternity Pay

Job summary

Housing 21 is looking for an Aftercare and Defects Manager to lead defect resolution across our North region’s new-build developments. You’ll work with residents, operations, contractors and warranty providers to track, prioritise and close defects during the defects liability period.

You’ll monitor contractor performance, analyse defect trends and support service improvements, with travel across the North region and occasional coverage beyond as needed.

Qualifications

• Experience of defect management, customer care or aftercare within housing/new-build environments
• Practical knowledge of building construction and common defects in new-build homes
• Understanding of defects liability periods, warranties and handover responsibilities
• Experience coordinating a varied caseload with accurate records and timely actions
• Experience working with contractors and delivery partners to resolve issues
• Ability to communicate effectively with residents/customers, including delays or dissatisfaction
• Ability to interpret project, handover, warranty and defect information for advice
• Experience producing accurate reports and identifying trends from data
• Experience working across teams as a coordination point
• Strong general education (English and maths) or equivalent competence
• Evidence of learning/training in housing/construction or defect management

Responsibilities

• Coordinate the resolution of defects across new-build developments from handover to end of defects liability period
• Be the key link between residents, operations, Development and Delivery teams, contractors and warranty providers
• Monitor contractor performance and support resolution of complex defects
• Identify defect trends and customer experience insights to improve aftercare services
• Ensure defects are recorded, prioritised and resolved within agreed timescales
• Provide reports and collaborate across teams to drive continuous improvements

Skills

Defect management

Customer care

Contractor coordination

Report writing

Stakeholder communication

Data interpretation

Team collaboration

English (proficient)

Job description

Aftercare and Defects Manager - North - North East, UK

Hours: Full time - 35 hours per week/ 70 hours over two weeks (nine-day fortnight)

Location: Our North region extends from Shropshire to the Scottish Borders in the north, spanning the country from west to east. This role primarily supports schemes within their defects liability period across this area. You must be willing and able to travel extensively throughout the region and flexible in responding to changing service and business needs. While the North will be your main area of responsibility, you will also be required to travel outside the region when needed to support schemes and provide cover across other areas.

The Role

Help shape what comes next. We’re growing and exploring new opportunities across Development and Delivery and we’re looking for people to help turn our plans into reality. Bring your skills, experience and ideas to our next chapter.

Within this role you will help deliver an aftercare service that makes a difference to residents in their new homes. As our Aftercare and Defects Manager, you’ll coordinate the resolution of defects across new-build developments in your region, from handover to the end of the defects liability period. You’ll be the key link between residents, operational colleagues, Development and Delivery teams, contractors, consultants and warranty providers, bringing everyone together to keep issues moving and ensure defects are accurately recorded, prioritised and resolved within agreed timescales.

You’ll help turn challenging issues into lasting improvements, monitoring contractor performance and supporting the resolution of complex or recurring defects. Your insights into defect trends, risks and the customer experience will help strengthen our aftercare service and shape how we deliver future developments.

Curious to know more? If you’re looking for an opportunity to make a real difference within an organisation with a strong social purpose, take a look at the attached job description.

We’d love to meet you!

What We’re Looking For

Essential requirements for the role include:

• Experience of defect management, customer care or aftercare within a housing, construction or new-build development environment


• Practical knowledge of building construction and common defects arising in new-build homes


• Understanding of defects liability periods, building warranties, handover arrangements and the respective responsibilities of contractors, consultants and clients


• Experience of coordinating and prioritising a varied caseload, maintaining accurate records and progressing actions to agreed timescales


• Experience of working with contractors and other delivery partners to resolve service, quality or performance issues


• Experience of communicating effectively with residents or customers, including in situations involving delays, dissatisfaction or competing expectations


• Ability to interpret relevant project, handover, warranty and defect information and identify when technical or contractual advice is required


• Experience of producing accurate reports and using information to identify performance issues, recurring defects or service trends


• Experience of working collaboratively across different teams and acting as an effective point of coordination


• Good standard of general education, including English and mathematics, or equivalent practical competence


• Evidence of relevant learning, training or professional development in housing, construction, building maintenance, customer care or defect management, or equivalent experience


• Willingness and ability to undertake relevant role-specific training and continuing professional development

Why us?

We support our employees to do what they do best, whether that’s through flexible working, learning new skills or being part of a friendly and supportive workplace culture. We also offer a great benefits package including Blue Light Card discount, holiday trade scheme, volunteer days, Occupational Sick Pay, Occupational Maternity Pay and more.

As part of our commitment to our employees and offering flexibility, we now offer a nine-day fortnight, providing employees with the opportunity to work their hours across nine days and have a three-day weekend every other week. Further details on how this works will be discussed with successful candidates upon an offer being made.

An offer of employment will be subject to the satisfactory completion of basic disclosure check.

Closing date for applications: 16 November 2026

Due to the nature of this role this advert may close earlier than the closing date listed and once sufficient applications have been received. Please apply early to avoid disappointment.