Housing Hazards Case Manager

Service Care Solutions; England; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Opportunity to make a real difference

Varied and rewarding role

Professional development and career  

Job summary

Service Care Solutions is seeking an Awaab's Law Case Handler to coordinate case reports of damp, mould, leaks and other housing hazards, ensuring timely inspections and remedial actions while prioritising vulnerable residents.

You will log cases, liaise with surveyors and contractors, maintain records and monitor deadlines to prevent delays. A proactive approach and strong communication are essential to deliver a compliant, responsive service.

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 escalation 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

Housing management experience

Organisation & case management

Communication skills

Collaborative working

Attention to detail

Deadline management

Problem solving

Regulatory compliance knowledge

Job description

Service Care Solutions is seeking an Awaab's Law Case Handler to coordinate case reports of damp, mould, leaks and other housing hazards, ensuring timely inspections and remedial actions while prioritising vulnerable residents.

You will log cases, liaise with surveyors and contractors, maintain records and monitor deadlines to prevent delays. A proactive approach and strong communication are essential to deliver a compliant, responsive service.