Awaab's Law Case Lead

Peabody; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

30 days annual holiday

Two volunteering days

Flexible benefits scheme

Life assurance 4x salary

Pension contribution up to 10%

Job summary

Peabody is seeking an Awaab's Law Case Lead to join our Repairs Team, driving timely resolution of complex repair cases in line with Awaab's Law and delivering excellent resident experiences. You will own cases from start to finish, working with residents, operations, contractors and regional teams, while championing safety, compliance and quality outcomes.

The role requires strong organisation, stakeholder management and a customer-first approach, with focus on reducing risk and improving

Qualifications

• Experience managing complex repairs, complaints, escalations or high-risk cases.
• Strong knowledge of repairs processes and customer case management.
• Excellent problem-solving and practical solutions in challenging circumstances.
• Experience in fast-paced environments with competing priorities and deadlines.
• Exceptional communication skills and stakeholder management.
• Attention to detail and organisational skills.
• Advanced IT skills including Excel and housing management systems.

Responsibilities

• Manage emergency and high-risk repair cases in line with Awaab's Law requirements and timescales.
• Maintain accurate case notes, records and reporting for compliance.
• Act as resident-facing specialist, guiding residents through the repair journey.
• Collaborate with repairs teams, contractors and regional property services to close cases.
• Support internal teams to overcome barriers delaying resolution.
• Review repair histories and identify service improvements.
• Manage escalated cases including HHSRS Category 1 risks and complex concerns.
• Attend contractor and regional offices to support case management.

Skills

Complex repairs management

Complaint escalation

High-risk cases

Stakeholder management

Communication skills

Organisational skills

Problem solving

IT literacy

Tools

Microsoft Excel

Housing management systems

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.
• Due to the volume of recruitment activity, the advert may close early if sufficient applications are received, therefore we encourage interested candidates to apply as soon as possible.

An in-person assessment centre will be held at Ealing Gateway on Monday 5th 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].