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Peabody; Houghton Regis; On-site; GBP 40,000 - 50,000; Full time

Job summary

Peabody is seeking an Awaab's Law Case Lead to join our Repairs Team and drive timely resolution of complex repair cases while meeting Awaab's Law requirements and delivering exceptional resident experiences.

You will act as the main link between residents and operational teams, managing urgent and high-risk repairs, maintaining records, and collaborating with contractors to achieve positive outcomes.

Qualifications

• Experience managing emergency and high-risk repair cases.
• Accurate record-keeping and reporting.
• Strong communication with residents and operational teams.

Responsibilities

• Managing emergency and significant-risk cases in line with Awaab's Law requirements and statutory timescales.
• Maintaining accurate records, case notes and reporting to ensure compliance and accountability.
• Acting as a resident-facing specialist, providing support and guidance throughout the repair journey.
• Working closely with repairs teams, contractors and regional property services colleagues to drive cases through to successful resolution.
• Supporting internal teams to overcome barriers that delay complaint resolution or case closure.
• Reviewing repair histories and identifying service improvements and lessons learned.
• Managing escalated cases, including HHSRS Category 1 risks and complex resident concerns.
• Attending contractor and regional offices as required to support case management and strengthen collaborative working.
• Contributing to ongoing service improvements that enhance resident outcomes and satisfaction.

Skills

Case management

Stakeholder management

Attention to detail

Customer service

Job description

At Peabody, we're committed to providing safe, high-quality homes and excellent services for our residents. We're looking for a passionate and proactive Awaab's Law Case Lead to join our Repairs Team and play a pivotal role in ensuring we meet our obligations under Awaab's Law while delivering exceptional customer experiences.

This is an opportunity to be at the forefront of a significant area of housing compliance, working closely with residents, operational teams, contractors and stakeholders to drive the timely resolution of complex repair cases particularly those involving health and safety risks and resident vulnerabilities

If you're customer-focused, highly organised and thrive in a fast-paced environment, we'd love to hear from you.

What you'll deliver

As an Awaab's Law Case Lead, you'll act as a key link between residents and operational teams, ensuring urgent and high-risk repair cases are managed effectively from start to finish. You'll take ownership of cases, provide reassurance to residents and work collaboratively across teams to achieve positive outcomes.

Key responsibilities include:

• Managing emergency and significant-risk cases in line with Awaab's Law requirements and statutory timescales.
• Maintaining accurate records, case notes and reporting to ensure compliance and accountability.
• Acting as a resident-facing specialist, providing support and guidance throughout the repair journey.
• Working closely with repairs teams, contractors and regional property services colleagues to drive cases through to successful resolution.
• Supporting internal teams to overcome barriers that delay complaint resolution or case closure.
• Reviewing repair histories and identifying service improvements and lessons learned.
• Managing escalated cases, including HHSRS Category 1 risks and complex resident concerns.
• Attending contractor and regional offices as required to support case management and strengthen collaborative working.
• Contributing to ongoing service improvements that enhance resident outcomes and satisfaction.