Coordinator - Disrepair

Sovereign Housing Association Limited; East Hertfordshire; On-site; GBP 40,000 - 60,000; Full time

Job summary

A housing association in East Hertfordshire is seeking a dedicated professional to manage legal compliance, liaise with stakeholders, and coordinate repair works. The ideal candidate will have a strong background in housing legislation and experience in dealing with vulnerable residents. This role offers generous benefits including additional holiday days, pension scheme, and wellbeing discounts.

Benefits

25 Days Holiday + Bank Holidays

Flexible benefits package

Generous pension scheme

Enhanced maternity/adoption pay

Private medical insurance options

Wellbeing discounts

Qualifications

• Proven experience managing a high-volume workload.
• Strong understanding of Pre-Action Protocol for Housing Disrepair.
• Experience dealing with vulnerable residents empathetically.
• Strong experience using housing management software.
• Proficient in Microsoft Office including Word and Excel.

Responsibilities

• Ensure compliance with housing legislation.
• Act as point of contact between legal teams and residents.
• Manage payments for contractors and external representatives.
• Maintain professional communication throughout processes.
• Schedule and monitor repair works with Disrepair Officers.

Skills

Inbox Management

High-volume workload management

Understanding of Housing Legislation

Coordination of repair works

Collaborating with internal departments

Dealing with vulnerable residents

Preparing legal documentation

Maintaining case files

Using housing management software

Microsoft Office proficiency

Tools

Northgate

CRM

Microsoft Office

Job description

The Role

It's an exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.

Key Responsibilities

• Legal Compliance – Ensure all actions comply with relevant housing legislation, including the Landlord and Tenant Act 1985, Homes (Fitness for Human Habitation) Act 2018, and Pre-Action Protocol for Housing Disrepair Cases. Support compliance with internal policies and regulatory standards (e.g. Regulator of Social Housing).
• Liaison with Stakeholders – Act as the key point of contact between legal teams, surveyors, repairs operatives, external solicitors, and residents. Coordinate with internal departments such as Neighbourhood, Legal Services and Customer Services.
• Invoice Management – Making payments using our internal invoice system to contractors, surveyors and external legal representatives in a timely and efficient manner.
• Customer Communication – Maintain professional and empathetic with residents throughout the disrepair process. Provide clear updates, manage expectations, and handle complaints effectively.
• Team Inbox Administration – Overseeing the internal disrepair inbox, responding to emails and organising the management of diaries.
• Repair Coordination – Work with the Disrepair Officers to schedule and monitor repair works within agreed timescales. Track completion of works to ensure satisfaction of legal obligations and settlement terms.

What we need from you

• Inbox Management within a repairs service.
• Proven experience managing a high-volume workload.
• Strong understanding of the Pre-Action Protocol for Housing Disrepair, including timelines, documentation, and procedural requirements, and Knowledge of Housing Legislation.
• Coordinating repair works & appointments related to damp, mould, structural damage, leaks, or other habitability issues.
• Collaborating with internal departments (e.g., asset management), surveyors, contractors, legal representatives, and external solicitors.
• Experience dealing with vulnerable residents, handling complaints, and resolving issues in a sensitive, empathetic, and professional manner.
• Preparing and reviewing legal documentation such as disrepair schedules, letters of claim, repair histories, and photographic evidence.
• Proficient in maintaining case files and generating reports for management.
• Strong experience using housing management software (e.g., Northgate, CRM etc).
• Proficient in Microsoft Office (Word, Excel, Outlook) and digital case tracking tools.

Your Benefits

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• 3 additional Wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and Life cover at 4x salary.
• Enhanced maternity/adoption pay.
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service).
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service.

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.

If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!