Tenant Repairs Support Officer

Greenacre Recruitment Ltd; Godalming; On-site; GBP 34,000 - 48,000; Full time

Job summary

Greenacre Recruitment Ltd is advertising a Tenant Repairs Support Officer role in Surrey with hybrid working arrangements. The position offers £29.50 per hour on an interim basis until March 2027, providing a steady, accountable presence for residents during complex repairs journeys.

The role focuses on being a named advocate for tenants, coordinating across repairs teams, contractors and housing colleagues to drive progress, maintain clear communication, and ensure residents feel heard and

Qualifications

• Experience in housing, repairs, advocacy, customer service or support preferred.
• Ability to manage complex cases with multiple stakeholders.
• Strong understanding of customer service and tenant engagement.
• Comfort working with vulnerable residents and supporting diverse needs.

Responsibilities

• Building trusted relationships with tenants navigating complex repairs.
• Explaining processes and timescales clearly and accessibly.
• Tailoring communication to individual needs and preferences.
• Managing cases end-to-end, ensuring residents are kept informed.
• Escalating risks, delays or safeguarding concerns as needed.
• Facilitating joined-up working between contractors, surveyors and housing teams.
• Conducting satisfaction checks and capturing learning to improve services.

Skills

Housing experience

Advocacy

Customer service

Case management

Communication

Empathy

Problem solving

Stakeholder management

Tools

MRI/Orchard

Job description

Tenant Repairs Support Officer

Surrey - Hybrid

£29.50 per hour

Interim until March 2027

If you're driven by fairness, compassion and making a tangible difference to people's lives, this interim Tenant Repairs Support Officer role offers the chance to be the steady, accountable presence residents rely on during complex repairs journeys.

You'll join a forward‑thinking housing service that's piloting a more person‑centred, transparent and responsive approach for tenants experiencing prolonged, high‑risk or challenging repairs issues. Your work will directly improve outcomes for vulnerable residents, reduce complaints and rebuild trust.

The Role

As a named advocate for tenants referred into the pilot, you'll be the calm, consistent point of contact who ensures residents feel heard, supported and informed. You'll coordinate activity across repairs teams, contractors and housing colleagues, driving progress, challenging delays and keeping everyone accountable.

• Building trusted relationships with tenants navigating complex repairs
• Explaining processes and timescales clearly and accessibly
• Tailoring communication to individual needs and preferences
• Managing cases end‑to‑end, ensuring no resident has to chase for updates
• Escalating risks, delays or safeguarding concerns appropriately
• Facilitating joined‑up working between contractors, surveyors and housing teams
• Conducting satisfaction checks and capturing learning to improve services

What You'll Bring

• Experience in housing, repairs, advocacy, customer service, care or support
• Confidence managing complex cases with multiple stakeholders
• A strong understanding of customer service and tenant engagement
• The ability to support vulnerable residents with diverse needs
• Excellent communication, influencing and problem‑solving skills
• Calmness under pressure, empathy and a genuinely resident‑focused approach

Desirable: knowledge of repairs processes, safeguarding training, and familiarity with housing systems such as MRI/Orchard.

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business