Repairs Complaints & Disrepair Lead

Pertemps Hillingdon Council; Uxbridge; On-site; GBP 36,000 - 48,000; Full time

Job summary

London Borough of Hillingdon seeks a Repairs Complaints and Legal Disrepair Officer to oversee complex complaints, legal disrepair cases, Members' Enquiries and FOI requests, coordinating with residents, teams and contractors to resolve issues.

The role includes site visits across the borough, quality assurance, budget management and reporting to senior managers and elected Members, ensuring a professional, timely and compliant repairs service.

Qualifications

• Experience managing complaints in repairs/housing operations.
• Experience preparing reports for senior managers and elected Members.
• Experience delivering services to deadlines, budgets and quality standards.

Responsibilities

• Manage repairs complaints, legal disrepair cases, Members' Enquiries and FOI requests, ensuring responses are accurate and timely.
• Liaise with residents, operational teams and contractors to investigate complaints and resolve issues.
• Coordinate and monitor remedial repairs and ensure works meet standards and contractual obligations.
• Organise site inspections to assess repair quality and identify remedial works.
• Prepare reports and management information for senior managers and Members.
• Monitor contractor performance, service quality and compliance with SLAs.
• Analyze service data, identify trends and investigate discrepancies for improvements.
• Support repairs service budget management, monitor expenditure and review contractor invoices.
• Ensure procurement and financial activities comply with policies and regulations.
• Assist with tender/contract documentation and obtain approvals for expenditure.
• Maintain records and procedural documentation to support consistent delivery.
• Collaborate across the Council to drive service improvements for residents.

Skills

Complaints handling

Budget management

Contractor liaison

FOI requests

Site visits

Tools

IT skills

Job description

London Borough of Hillingdon seeks a Repairs Complaints and Legal Disrepair Officer to oversee complex complaints, legal disrepair cases, Members' Enquiries and FOI requests, coordinating with residents, teams and contractors to resolve issues.

The role includes site visits across the borough, quality assurance, budget management and reporting to senior managers and elected Members, ensuring a professional, timely and compliant repairs service.