Complex Case Officer

Action Together; Greater London; Hybrid; GBP 34,000 - 44,000; Full time

Benefits offered by this job

Excellent pension plan

28 days annual leave + BHs

Westfield Health Cash Plan

Life assurance

Volunteer days

Job summary

L&Q is one of the UK’s leading housing associations and providers of social and affordable homes, serving around 250,000 residents across London, the South East and North West England.

The Complex Case Management Officer role sees cases through from referral to resolution, coordinating residents, partners and contractors to deliver practical, timely outcomes with a focus on safeguarding and resident wellbeing; hybrid working is available.

Qualifications

• Experience managing complex resident, repairs and housing cases.
• Understanding of risk management and safeguarding considerations.
• Strong communication and collaboration skills.

Responsibilities

• Manage complex resident cases from referral through closure.
• Review case histories and repairs records to create resolution plans.
• Coordinate with contractors, surveyors and local authorities to action plans.
• Maintain accurate records, monitor deadlines and escalate risks when needed.
• Identify service improvements to reduce repeat escalations.

Job description

Title: Complex Case Management Officer (Repairs and Maintenance)

Contract Type: 4 x Permanent Contracts and 2x Fixed Term Contracts for 9 months

Salary: £38,500 per annum to £44,000 per annum (London weighted salary) or £33,700 per annum to £39,200 per annum (Regional salary), dependant on experience

Grade: 7

Reporting Office: London, Stratford or Manchester, Trafford

Persona: Agile

Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Interview Dates: 28 th /29 th October at our office in Stratford

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more …

L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.

Join our Complex Case Management Team at L&Q:

L&Q is one of the UK’s largest housing associations and providers of social and affordable homes. We house around 250,000 people primarily across Greater London and Greater Manchester. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.

This is an opportunity to see complex cases through from referral to resolution and make a direct, positive difference for our residents. You will bring together the right people, information and services, cut through barriers and help turn difficult or long-standing issues into clear, practical and lasting solutions.

The role provides variety, responsibility and the chance to build trusted relationships with residents while coordinating colleagues and partners around a shared resolution plan. You will have the autonomy to take ownership, use your judgement and ensure residents feel heard, informed and supported throughout their case

The role manages each case from referral through to closure, reviewing the full history, agreeing a coordinated resolution plan, tracking actions and risks, and maintaining accurate, empathetic communication with residents and stakeholders.

Your impact in the role:

• Manage complex, sensitive and high-risk resident cases from referral through to closure.
• Review case histories, repairs records, complaints, commitments and outstanding actions to create clear resolution plans.
• Coordinate action across internal teams, contractors, surveyors, occupational therapists, local authorities, advocates and other stakeholders.
• Progress aids and adaptations cases sensitively, recognising vulnerability, safeguarding considerations and the impact of delays on resident wellbeing and independence.
• Prepare clear case summaries, written updates, decision rationales and resident-facing communications.
• Maintain accurate records, monitor deadlines and elevate risks, barriers or service failures promptly.
• Identify lessons learned, recurring themes and service improvement opportunities to reduce repeat escalations and improve resident outcomes.

What you'll bring:

• Experience of managing complex resident, repairs, housing, maintenance, aids and adaptations, complaint or escalation cases.
• A strong understanding of repairs, service escalation, resident vulnerability and risk management.
• Excellent communication skills, with the confidence to manage expectations professionally in sensitive or high-risk situations.
• The ability to work collaboratively with residents, internal teams and external partners to agree practical, safe and timely solutions.
• Strong organisational skills, with the ability to manage competing priorities, deadlines, evidence and case records accurately.
• Confident judgement and decision-making, with a focus on compliance, safeguarding awareness, continuous improvement and resident outcomes.
• The ability to interpret technical reports, occupational therapy recommendations and stakeholder correspondence would be desirable.

If you require any reasonable adjustments at any stage during this process, including application stage, please email [e-mail]

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q – click here to read more.

At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.

When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here .

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us!

Key information

• Employer: L&Q
• Locations: Hybrid, Manchester, Trafford
• Role Type: Permanent
• Working Hours: Full-Time