Hybrid Complex Housing 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

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