Complex Case Manager

A2Dominion Group; Staines-upon-Thames; Hybrid; GBP 36,000 - 52,000; Full time

Benefits offered by this job

25 days’ holiday (plus Bank Holidays)

Up to 8% contributory pension

Wellbeing allowance up to £300

Staff discounts

Learning and development opportunities

Cycle to Work Scheme

Job summary

A2Dominion is seeking a proactive Complex Cases Manager to join our Property Projects team in Staines. You will own a varied caseload of complex housing issues, from repairs to disrepair, damp and mould, and high-risk HHSRS cases, guiding residents from investigation to resolution with empathy and clear communication.

In this role you’ll work with residents, contractors, internal teams, legal services and external bodies, coordinating solutions, managing risks and delivering fair, timely

Qualifications

• Educated to GCSE level (or equivalent), including Maths and English.
• Experienced in managing complex customer cases within housing, property, repairs or a maintenance environment.
• Knowledge of housing legislation, disrepair, damp and mould, and HHSRS requirements.
• Experience handling complaints and resolving complex customer issues.

Responsibilities

• Manage complex repairs, complaints, damp and mould, disrepair, and HHSRS cases through to resolution.
• Act as the main point of contact for residents, providing regular updates and support.
• Investigate complaints and deliver fair, timely, and customer-focused outcomes.
• Build strong relationships with residents, contractors, and internal stakeholders to drive case resolution.
• Coordinate complex case reviews and stakeholder meetings.
• Prepare responses for the Housing Ombudsman and other external bodies.
• Manage legal access cases in partnership with operational and legal teams.
• Maintain accurate case records and management information.

Skills

Complex case management

Customer service

Housing knowledge

Stakeholder communication

Education

GCSE Maths and English

Tools

Microsoft Office

Housing management systems

Job description

The following content displays a map of the jobs location - Staines

Location: Staines
Hybrid Working: 3 office days (including Tuesdays & Thursdays), 2 days from home.

About the Role

We're looking for a proactive and customer-focused Complex Cases Manager to join our Property Projects team. In this role, you'll take ownership of a varied caseload of complex housing issues, including repairs, complaints, damp and mould, disrepair, and high-risk HHSRS cases. Acting as the key point of contact for residents, you'll manage cases from investigation through to resolution, ensuring concerns are addressed effectively, repairs are completed, and customers feel supported throughout the process.

Working closely with residents, contractors, internal teams, legal services, and external stakeholders such as the Housing Ombudsman, you'll coordinate solutions, manage risks, and drive positive outcomes. Your ability to build trust, communicate with empathy, and navigate challenging situations will play a vital role in improving residents' homes and experiences.

Key Responsibilities

• Manage complex repairs, complaints, damp and mould, disrepair, and HHSRS cases through to resolution.
• Act as the main point of contact for residents, providing regular updates and support.
• Investigate complaints and deliver fair, timely, and customer-focused outcomes.
• Build strong relationships with residents, contractors, and internal stakeholders to drive successful case resolution.
• Coordinate complex case reviews and stakeholder meetings.
• Prepare responses for the Housing Ombudsman and other external bodies.
• Manage legal access cases in partnership with operational and legal teams.
• Maintain accurate case records and management information.
• Support vulnerable residents and signpost appropriate services where required.
• Ensure all interactions are handled with empathy, professionalism, and care.

More About You

• Educated to GCSE level (or equivalent), including Maths and English
• Experienced in managing complex customer cases within housing, property, repairs or a maintenance environment
• Knowledge of housing legislation, disrepair, damp and mould, and HHSRS requirements
• Experience handling complaints and resolving complex customer issues.
• Experience working with vulnerable customers and individuals with additional support needs
• Strong communication and customer service skills.
• The ability to explain technical information clearly and confidently.
• Excellent organisational and problem-solving skills.
• Experience maintaining accurate records and case management systems.
• Good IT skills, including Microsoft Office and housing management systems.

About Us

A2Dominion is more than a housing provider. We are a not for profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.

Choosing Us Is Easy

As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes

• 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service.
• Up to 8% contributory pension
• A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
• Access to a wide range of staff discounts
• Ongoing learning and development opportunities
• We also operate a Cycle to Work Scheme

Diversity & Inclusion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at [e-mail] .We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.