Awaab's Law Housing Hazards Case Manager

Service Care Solutions; Doncaster; On-site; GBP 23,000 - 32,000; Full time

Job summary

Service Care Solutions is seeking an Awaab's Law Case Handler to coordinat e and manage housing hazard cases from first report to resolution. You will work with surveyors, contractors and internal teams to ensure timely inspections, repairs and compliance, with a focus on vulnerable residents.

The role demands strong organisation, communication and a proactive approach. You will prioritise cases, maintain thorough records and provide clear updates to residents, MPs and managers.

Qualifications

• 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.

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 escrow high-risk cases, potential statutory deadline breaches and situations where temporary decant arrangements may need to 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.

Skills

Organised

Case management

Communication skills

Problem solving

Job description

Service Care Solutions is seeking an Awaab's Law Case Handler to coordinat e and manage housing hazard cases from first report to resolution. You will work with surveyors, contractors and internal teams to ensure timely inspections, repairs and compliance, with a focus on vulnerable residents.

The role demands strong organisation, communication and a proactive approach. You will prioritise cases, maintain thorough records and provide clear updates to residents, MPs and managers.