Resident Liaison and Repairs Lead

Ccha; Croydon; Hybrid; GBP 41,000 - 51,000; Full time

Benefits offered by this job

25 days leave (+1 day per year)

Pension matching

Private healthcare

Flexible working

Health plan

Job summary

ccha is seeking a Resident Liaison and Repairs Lead to join our Property Services team in Croydon. The role coordinates repairs, engages residents, and works with contractors to deliver timely, compliant outcomes.

You will prioritise sensitive cases, including damp and mould, while supporting vulnerable residents and ensuring excellent resident experience through effective communication and case management.

Qualifications

• Strong understanding of damp and mould issues, housing standards, and resident safety
• Experience working within a housing repairs environment
• Knowledge of Awaab’s Law, Housing Health and Safety Rating System (HHSRS), and disrepair processes
• Excellent communication skills with the ability to manage sensitive conversations

Responsibilities

• Act as the key link between residents, contractors, and internal teams, ensuring residents are kept informed, supported, and satisfied throughout repairs, maintenance, and improvement works
• Focus on managing sensitive cases, including damp and mould and disrepair processes, ensuring compliance with legal requirements
• Deliver a responsive repairs service, supporting vulnerable residents and improving resident experience
• Collaborate with teams to progress repairs cases and maintain accurate records

Skills

Damp and mould knowledge

Housing repairs experience

Awaab’s Law knowledge

HHSRS knowledge

Disrepair processes

Excellent communication

Organisational skills

Case management

Workload prioritisation

IT skills

DBS check

Driving licence

Job description

Resident Liaison and Repairs Lead

Full time - 35 hours per week

12-month fixed term contract

Office Location: Croydon

Patch Area: Croydon, Sutton & Bromley

Hybrid working (1-4 days onsite and in the office, dependant on business requirements)

Salary - £45,980 P.A.

Reports to: Repairs Manager

• Benefits on offer: 25 days leave (+1 day increase after each year of employment), extra holidays for celebration days, matching pension, private healthcare and health plan benefit provider, flexible working, and more.

Interviews: Tuesday 25 August

Advert Closing: Sunday 16 Aug @ 23:59

We are looking for:

A resident-focused and experienced Resident Liaison and Repairs Lead to join our Property Services team.

You will act as the key link between residents, contractors, and internal teams, ensuring residents are kept informed, supported, and satisfied throughout repairs, maintenance, and improvement works.

This role will have a particular focus on managing sensitive cases, including damp and mould, disrepair claims, and ensuring compliance with Awaab’s Law. You will play an important role in delivering a responsive repairs service, supporting vulnerable residents, and helping to improve resident experience.

Essential requirements

• Strong understanding of damp and mould issues, housing standards, and resident safety
• Experience working within a housing repairs environment
• Knowledge of Awaab’s Law, Housing Health and Safety Rating System (HHSRS), and disrepair processes
• Excellent communication skills with the ability to manage sensitive conversations
• Strong organisational and case management skills
• Ability to manage your own workload, prioritise tasks, and meet deadlines
• Good IT skills and experience maintaining accurate records
• Basic DBS check
• Full UK Driving Licence (own vehicle preferred)

What you’ll bring to ccha

You will bring a customer-focused and empathetic approach, with the ability to build positive relationships with residents, contractors, and colleagues.

You will be confident managing challenging situations, coordinating repairs cases, and ensuring actions are progressed effectively. You will have excellent attention to detail and a commitment to compliance, accountability, and delivering high-quality services.

You will also be a collaborative team player who is adaptable, resilient, and committed to making a positive difference for our residents.

Key skills

• Resident engagement and communication
• Repairs and maintenance coordination
• Damp and mould case management
• Disrepair case management
• Contractor management
• Complaint handling
• Compliance monitoring and reporting
• Problem solving and decision making

About us

Founded as Croydon Churches Housing Association, ccha is a social housing provider with a focus on quality homes and excellent customer care. We have over 1600 homes across three London Boroughs: Croydon, Sutton and Bromley. We provide a variety of homes including social housing, Shared Ownership and outright sales. We aspire to build more quality homes and continue to have a positive impact on the local communities in which we operate. Our focus is on ensuring our residents are happy and safe in their homes.

Equal Opportunities Statement

ccha is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We encourage applicants from all backgrounds to apply. If you need any assistance with your application please contact