Awaabs Law Case Handler x 4 Fixed Term Contract

Orbit Group; Coventry; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Flexible working

Training & progression

Job summary

Orbit Group is seeking a dedicated case manager to lead HHSRS and Awaab's Law cases from referral to resolution, ensuring timely actions and robust documentation. You will triage hazards, manage repair coordination, and maintain clear customer communication.

The role sits in Property, supporting Orbit's commitment to safe, habitable homes across its portfolio, with a fixed-term contract ending 31st March 2027.

Qualifications

• Experience in managing housing repairs, property compliance, or related cases from referral to resolution.
• Strong working knowledge of HHSRS and statutory repair obligations.
• Familiarity with Awaab's Law and housing regulatory requirements.
• Ability to assess hazards, prioritise risk and determine remedial actions.
• Proven record maintaining accurate case records and audit trails.

Responsibilities

• Manage HHSRS and Awaab's Law cases from referral to completion with proper documentation.
• Triage hazards, assess risk, and determine actions per policies and timelines.
• Coordinate repairs and manage contractor and internal teams to finish works on time.
• Be the main customer contact, providing updates and arranging access.
• Review evidence of works to ensure hazards are addressed before closure.
• Support compliance with evolving regulatory requirements and process improvements.

Skills

Housing repairs

HHSRS knowledge

Awaab's Law awareness

Regulatory compliance

Case management

Job description

We're building thriving communities as one of the UK's largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that's truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

The purpose of these roles are to manage HHSRS and Awaab's Law cases from first report through to resolution, ensuring each case is assessed promptly, prioritised according to risk and progressed in line with legislation, policy and agreed timescales. The role provides a clear point of ownership for cases where reported hazards may affect the safety, suitability or habitability of a customer's home, making sure the right actions are identified, followed up and evidenced.

This role is part of Property where you'll help us to lead the way investing and maintaining 46,000 homes.

These roles are Fixed Term Contracts / Secondments Ending 31st March 2027.

What you'll achieve

• Manage HHSRS and Awaab's Law cases from referral to completion. This includes reviewing the referral, confirming the issue, setting up and maintaining the case record, identifying the actions needed, coordinating assessments and repairs, tracking progress and making sure the case is closed with the right evidence in place
• Triage reported hazards, assess risk and determine appropriate actions in line with HHSRS, Awaab's Law and all relevant policies and procedures. Ensure cases are prioritised according to risk, customer vulnerability, statutory urgency and potential impact on the safety and habitability of the home
• Ensure hazards are removed within statutory and organisational timescales, or where this is not possible, coordinate appropriate interim measures, including decant arrangements where required. Maintain close oversight of any temporary controls to ensure they remain suitable, proportionate and clearly communicated until a permanent resolution is achieved
• Raise, instruct and coordinate repair works, ensuring contractors and internal teams deliver works to the required standard and within agreed timescales. Provide clear instructions, monitor appointment progress, confirm access arrangements and ensure all parties understand the required outcome and urgency of the works
• Be the main contact for the customer while the case is open. Make early contact, explain the process, agree how updates will be provided, keep the customer informed, confirm appointments and access arrangements, respond to questions or concerns and explain when the case is ready to be closed
• Review evidence of completed works to confirm hazards have been addressed before cases are closed, identifying any concerns, incomplete works or quality issues and highlighting these to the wider repairs team for appropriate follow-up action
• Support Orbit's compliance with current and forthcoming legislative requirements, including Awaab's Law and Phase 2 implementation, ensuring processes remain aligned with evolving regulatory expectations. Contribute to the identification of process improvements, lessons learned and assurance activity arising from case outcomes

What you’ll bring

Essential skills

• Experience of managing housing repairs, property compliance, technical or customer-focused cases from referral through to resolution, including triage, action planning, progress tracking, record keeping and closure
• Strong working knowledge of HHSRS, Awaab's Law, statutory repair obligations and social housing regulatory requirements, with the ability to assess hazards, prioritise risk and determine appropriate remedial action
• Good technical judgement to assess property defects, safeguard customers and implement proportionate interim measures, including decants where required
• Experience of maintaining accurate case records, updating IT systems with timely and reliable data, and keeping clear audit trails to evidence decisions, communications, actions, inspections, compliance and closure outcomes
• Excellent organisational, analytical and case management skills, with the ability to manage competing priorities, identify risks, solve problems and maintain control of multiple live cases

Desirable skills

• Understanding of repairs delivery, quality assurance and service improvement within a repairs or property compliance environment, with the ability to identify issues and highlight them to the wider repairs team.
• Experience of working in a regulated social housing environment, with an understanding of consumer standards, assurance, transparency and evidence-based compliance
• Membership of, or willingness to work towards membership of, a relevant professional body such as CIOB, RICS or CIH.

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

1. Online application
2. Interview(s)
3. Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.