Senior Complex Case Manager — Housing & Repairs (Hybrid)

L&Q Living; Greater London; Hybrid; GBP 34,000 - 44,000; Full time

Benefits offered by this job

Pension plan

Annual leave 28 days rising to 31 days

Health plan

Life assurance

Volunteer days

Lifestyle benefits

Job summary

L&Q Living is seeking a Complex Case Management Officer to lead complex resident cases from referral to closure, coordinating with internal teams, contractors and external partners to deliver practical solutions in a timely, empathetic manner. You will review case histories, updates and risks, ensuring clear resolution plans and proactive communication with residents and stakeholders.

The role offers hybrid working from London Stratford or Manchester Trafford, with strong focus on resident

Qualifications

• Experience of managing complex resident, repairs, housing, maintenance, aids and adaptations, complaint or escalation cases.
• Strong understanding of repairs, service escalation, resident vulnerability and risk management.
• Excellent communication skills, with the confidence to manage expectations professionally in sensitive or high-risk situations.
• Ability to work collaboratively with residents, internal teams and external partners to agree practical solutions.

Responsibilities

• Manage complex, sensitive and high-risk resident cases from referral through to closure.
• Review case histories, repairs records, complaints, commitments and outstanding actions to create clear resolution plans.
• Coordinate action across internal teams, contractors, surveyors, occupational therapists, local authorities, advocates and other stakeholders.
• Progress aids and adaptations cases sensitively, recognising vulnerability and safeguarding considerations and the impact of delays on resident wellbeing.
• Prepare clear case summaries, written updates, decision rationales and resident-facing communications.
• Maintain accurate records, monitor deadlines and escalated risks, barriers or service failures promptly.
• Identify lessons learned and opportunities to reduce repeat escalations and improve resident outcomes.

Skills

Complex case management

Resident engagement

Communication skills

Stakeholder coordination

Job description

L&Q Living is seeking a Complex Case Management Officer to lead complex resident cases from referral to closure, coordinating with internal teams, contractors and external partners to deliver practical solutions in a timely, empathetic manner. You will review case histories, updates and risks, ensuring clear resolution plans and proactive communication with residents and stakeholders.

The role offers hybrid working from London Stratford or Manchester Trafford, with strong focus on resident