Awaab's Law Case Lead

Peabody; Basildon; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

30 days holiday

Volunteer days

Flexible benefits

4x salary life assurance

Up to 10% pension contribution

Job summary

Peabody is seeking an Awaab's Law Case Lead to join the Repairs Team. You will manage urgent, high‑risk repair cases, act as the resident-facing specialist, and drive timely resolutions in collaboration with contractors and regional property services.

The role emphasizes compliance with Awaab's Law, strong records, and stakeholder engagement. You'll work in a fast-paced environment, balancing competing priorities while delivering excellent customer experiences and service improvements for

Qualifications

• Experience managing complex repairs, complaints, escalations or high‑risk cases.
• Strong knowledge of repairs processes and customer case management.
• Excellent problem‑solving skills and the ability to identify practical solutions in challenging circumstances.

Responsibilities

• Managing emergency and significant-risk cases in line with Awaab's Law requirements and statutory timescales.
• Maintaining accurate records, case notes and reporting to ensure compliance and accountability.
• Acting as a resident-facing specialist, providing support and guidance throughout the repair journey.
• Working closely with repairs teams, contractors and regional property services colleagues to drive cases through to successful resolution.
• Supporting internal teams to overcome barriers that delay complaint resolution or case closure.
• Reviewing repair histories and identifying service improvements and lessons learned.
• Managing escalated cases, including HHSRS Category 1 risks and complex resident concerns.
• Attending contractor and regional offices as required to support case management and strengthen collaborative working.
• Contributing to ongoing service improvements that enhance resident outcomes and satisfaction.

Skills

Complex repairs

Customer case management

Problem solving

Time management

Communication skills

Stakeholder management

Organisational skills

Data analysis

Advanced IT skills

Customer-focused

Tools

Housing management systems

Microsoft Excel

Job description

Our Vacancy

At Peabody, we're committed to providing safe, high-quality homes and excellent services for our residents. We're looking for a passionate and proactive Awaab's Law Case Lead to join our Repairs Team and play a pivotal role in ensuring we meet our obligations under Awaab's Law while delivering exceptional customer experiences.

This is an opportunity to be at the forefront of a significant area of housing compliance, working closely with residents, operational teams, contractors and stakeholders to drive the timely resolution of complex repair cases particularly those involving health and safety risks and resident vulnerabilities

If you're customer-focused, highly organised and thrive in a fast-paced environment, we'd love to hear from you.

What You'll Deliver

As an Awaab's Law Case Lead, you'll act as a key link between residents and operational teams, ensuring urgent and high‑risk repair cases are managed effectively from start to finish. You'll take ownership of cases, provide reassurance to residents and work collaboratively across teams to achieve positive outcomes.

Key Responsibilities Include

• Managing emergency and significant‑risk cases in line with Awaab's Law requirements and statutory timescales.


• Maintaining accurate records, case notes and reporting to ensure compliance and accountability.


• Acting as a resident‑facing specialist, providing support and guidance throughout the repair journey.


• Working closely with repairs teams, contractors and regional property services colleagues to drive cases through to successful resolution.


• Supporting internal teams to overcome barriers that delay complaint resolution or case closure.


• Reviewing repair histories and identifying service improvements and lessons learned.


• Managing escalated cases, including HHSRS Category 1 risks and complex resident concerns.


• Attending contractor and regional offices as required to support case management and strengthen collaborative working.


• Contributing to ongoing service improvements that enhance resident outcomes and satisfaction.

What You’ll Bring

• Experience managing complex repairs, complaints, escalations or high‑risk cases.


• Strong knowledge of repairs processes and customer case management.


• Excellent problem‑solving skills and the ability to identify practical solutions in challenging circumstances.


• Experience working in a fast‑paced environment with competing priorities and strict deadlines.


• Exceptional communication skills, both written and verbal.


• Strong stakeholder management skills and the ability to build effective working relationships.


• Excellent organisational skills and attention to detail.


• Experience analysing information from multiple sources to make informed decisions.


• Advanced IT skills, including Microsoft Excel and housing management systems.


• A customer‑first approach, with empathy, resilience and a commitment to achieving positive outcomes.

Why Join Us?

When you join Peabody, you're joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days' annual holiday, plus bank holidays


• Two additional paid volunteering days each year


• Flexible benefits scheme, including family-friendly benefits and access to a discount portal


• 4 x salary life assurance


• Up to 10% pension contribution

Please Read Before Applying

• Peabody does not provide sponsorship as a licensed UK employer.

An in-person assessment centre will be held at Pembroke House, Pitsea, Essex on Friday 2nd October

We're committed to making our recruitment process inclusive. If you require any reasonable adjustments during the recruitment process, please let us know and we'll be happy to support you.

If you have any questions about the role, please contact Talent Specialist Joanne Ayliffe at [e-mail].