Lead Case Handler – Damp & Mould Complex Cases

Chime Housing; Dacorum; Hybrid; GBP 38,679 - 47,274; Full time

Job summary

Chime Housing based in Hemel Hempstead is seeking a Lead Case Handler for Damp & Mould Complex Cases. In this pivotal role, you will manage high-risk housing cases, ensuring residents live in safe and healthy homes, coordinating various internal and external teams.

The position offers hybrid working with a salary of £42,976.75 per annum plus benefits and a focus on improving services and processes. Ideal candidates will be experienced in repairs planning and possess strong communication skills.

Qualifications

• Experience in repairs planning, scheduling, or housing case management.
• Knowledge of damp & mould or complex repairs.
• Strong organizational skills to manage multiple priorities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the coordination and planning of complex damp & mould cases.
• Act as a key point of contact for residents.
• Coordinate internal teams and external contractors.
• Monitor case progress and manage risks and delays.
• Ensure compliance with regulatory requirements.

Skills

Repairs planning

Housing case management

Stakeholder management

Organizational skills

Communication skills

Job description

Hemel Hempstead, Hertfordshire (Hybrid Working)

Salary £42,976.75 Per Annum Plus Benefits

Permanent, Full Time

37 hours per week (Monday – Friday)

Lead Case Handler - Damp & Mould Complex Cases

As Lead Case Handler - Damp & Mould Complex Cases, you’ll play a key role in managing and coordinating high-risk and complex housing cases, ensuring residents live in safe, healthy homes. This is a planner-led supervisory role, you’ll take ownership of case progression, stakeholder coordination, and service delivery, ensuring that every case is managed efficiently and compliantly.

Responsibilities

• Lead the end-to-end coordination and planning of complex damp & mould cases
• Manage and maintain accurate case records, ensuring all actions and updates are logged
• Act as a key point of contact for residents, providing clear and timely communication
• Coordinate internal teams (repairs, surveyors, housing) and external contractors
• Monitor case progress, proactively managing risks, delays, and escalations
• Ensure all cases meet regulatory requirements, including compliance with Awaab’s Law, internal policies, and service standards
• Track and report on performance, including KPIs such as resolution times and customer satisfaction
• Support the management of high-risk or sensitive cases, ensuring appropriate prioritisation
• Identify opportunities to improve processes and service delivery
• Work collaboratively with stakeholders to deliver efficient, customer-focused outcomes
• Line management of one team member and potential others.

Requirements

• Experience in repairs planning, scheduling or housing case management
• Knowledge of damp & mould / complex repairs (or transferable experience)
• Strong organisational skills and ability to manage multiple priorities
• Excellent communication and stakeholder management skills
• A customer-first approach with a passion for improving homes and services
• Experience and awareness of Awaabs Law
• Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.

Closing date: Friday 5th June 2026