Awaab's Law Case Handler

Service Care Solutions; Doncaster; On-site; GBP 26,000 - 34,000; Full time

Job summary

Service Care is seeking a proactive Awaab's Law Case Handler to coordinate housing hazard cases from report to resolution, ensuring timely actions, safety compliance and clear resident communication.

You will log cases, prioritise vulnerable residents, arrange inspections with surveyors, track deadlines and collate evidence for escalations, complaints or MP inquiries. Join a team dedicated to improving housing standards and resident wellbeing.

Qualifications

• Experience in housing management, repairs, property maintenance, or complaints handling.
• Excellent organisational and case management skills.
• Strong communication and interpersonal skills with residents.

Responsibilities

• Receive, log and manage reports of damp, mould, leaks, condensation and other prescribed housing hazards.
• Assess and prioritise cases based on risk, giving particular consideration to vulnerable residents.
• Arrange property inspections with surveyors, ensuring appointments and investigations are completed within Awaab's Law statutory timescales.
• Monitor case progress and actively chase outstanding actions with repairs teams, contractors, surveyors and planners to prevent delays.
• Act as the main point of contact for residents, providing regular updates and clear communications throughout inspections and remedial works.

Skills

Organised

Customer service

Job description

Awaab's Law Case Handler

About the Role

We are looking for a proactive, organised and customer-focused Awaab's Law Case Handler to join our team and play a vital role in ensuring that damp, mould and other housing-related hazards are managed effectively, safely and within the statutory timescales set out under Awaab's Law. As the central point of coordination for reported cases, you will take ownership of each case from initial report through to resolution, ensuring that residents receive a responsive, supportive and transparent service throughout. You will work closely with internal teams, surveyors, contractors and other stakeholders to coordinate inspections, repairs and remedial works, ensuring that all actions are progressed within the required timescales and that vulnerable residents are appropriately prioritised. This is an important role where you will help protect residents' health and wellbeing, ensure regulatory compliance and drive improvements in the way we manage housing hazards.

Key Responsibilities

Receive, log and manage reports of damp, mould, leaks, condensation and other prescribed housing hazards. Assess and prioritise cases based on risk, giving particular consideration to vulnerable residents, including children, older people and those with respiratory or other health conditions. Arrange property inspections with surveyors, ensuring appointments and investigations are completed within Awaab's Law statutory timescales. Monitor case progress and proactively chase outstanding actions with repairs teams, contractors, surveyors and planners to prevent delays. Act as the main point of contact for residents, providing regular updates, clear communication and realistic expectations regarding inspections and remedial works. Maintain accurate case records, including evidence, decisions, communications and actions taken, ensuring a clear audit trail of compliance. Identify and elevate high-risk cases, potential statutory deadline breaches and situations where temporary decant arrangements may be considered. Coordinate multi-trade involvement to ensure that complex repair and remedial works are planned and delivered effectively. Track statutory deadlines, monitor performance and produce management reports highlighting progress, outstanding actions and areas of concern. Collate and provide supporting evidence and case information for complaints, MP enquiries and other escalations relating to damp, mould and housing hazards. Work collaboratively across departments to ensure cases are resolved promptly and residents receive a consistent, high-quality service.

About You

We are looking for someone who is highly organised, solution-focused and passionate about delivering excellent customer service. You will be able to manage a varied and demanding caseload, work to strict deadlines and confidently coordinate different teams to achieve positive outcomes for residents. You will also have: Experience in housing management, repairs, property maintenance, complaints handling or a similar customer-focused role. Excellent organisational and case management skills, with the ability to prioritise competing demands. Strong communication and interpersonal skills, with the confidence to deal sensitively with residents who may be experiencing distress or challenging circumstances. The ability to work collaboratively with internal departments, contractors and external stakeholders. Strong attention to detail and the ability to maintain accurate records and evidence. Experience of monitoring performance, managing deadlines and escalating risks appropriately. A proactive approach to problem-solving, with the confidence to challenge delays and drive cases through to resolution. A good understanding of the importance of resident safety, vulnerability and regulatory compliance.

What We Offer

The opportunity to make a real difference to residents' homes, health and wellbeing. A varied and rewarding role within a team committed to improving housing standards. Opportunities for professional development and career progression.

If you are passionate about improving residents' experiences, have excellent coordination and organisational skills, and want to play an important role in ensuring we meet our responsibilities under Awaab's Law, we would love to hear from you.