Job Description:

Our Vacancy

Location: Pitsea (office-based Tuesdays & Thursdays)

Monday to Friday, 35 hours per week, Hybrid Tuesday and Thursday onsite

We’re looking for a highly skilled and proactive Housing Ombudsman Repairs Lead to join our central Repairs Team. This is a critical role focused on managing high-risk complaint cases and Housing Ombudsman escalations, ensuring they are handled effectively, professionally, and in line with policy and regulatory requirements.

You’ll take ownership of complex cases from escalation through to resolution, working across multiple regions and collaborating with operational teams, contractors, and senior stakeholders. Your work will directly influence resident outcomes, service improvements, and the organisation’s reputation.

What you’ll be doing

• Maintaining consistent communication with our residents and acting as the point of contact.
• Taking full ownership of Housing Ombudsman case escalations to ensure timely and high-quality resolution on outstanding repairs.
• Investigating and writing detailed case reviews and summaries for the Housing Ombudsman within agreed deadlines.
• Identifying where services have failed; outlining key findings, learnings, improvements made and compliance with repair policies and regulations.
• Ensuring outstanding repairs are progressed to ensure resolution is met for our residents, in line with Housing Ombudsman Action Orders.
• Building strong relationships with internal and external stakeholders to support case management and progression of repairs; supporting managers, regions and HOS compliance team where required.
• Acting as a key point of contact for escalations, supporting management with risk mitigation and case oversight
• Ensuring outstanding repairs are progressed while developing a clear understanding of why issues arose

What we’re looking for

• Strong background in housing, repairs, and complaint cases management
• Proven experience handling complex or escalated complaints
• Exceptional written skills, with the ability to produce clear, structured reviews and reports
• Confident verbal communicator, able to engage effectively at all levels
• Excellent case management and organisational skills, with the ability to manage multiple deadlines
• Ability to assess risk, escalate appropriately, and make sound, evidence-based judgments
• A proactive approach with a focus on continuous improvement and accountability
• Strong stakeholder management skills with the ability to influence and collaborate
• High attention to detail and commitment to delivering a customer-focused service

Why join us?

We’re committed to delivering Simple, Safe, and Smart services. Our values Be kind, Do the right thing, Love new ideas, Celebrate diversity, Keep our promises, and Pull together  are at the heart of everything we do. If you share these values and want to make a real impact, we’d love to hear from you.

Be part of a team that plays a vital role in improving services and outcomes for residents, working on meaningful, high-impact cases that drive real change. You’ll collaborate with colleagues across regions and functions, while also having the opportunity to shape processes and continuously improve complaint handling practices.

Here’s what you’ll get when you join us:

• Flexible and hybrid working
• 30 days' annual leave, plus bank holidays
• Up to 10% pension contribution, matched 1:1
• Two additional paid volunteering days each year
• Flexible benefits scheme, including options for healthcare, dental care, and more

What to expect from our recruitment process

We’re committed to a fair, inclusive, and transparent recruitment process.

Shortlisted candidates will be invited to attend an in-person interview on the following dates: 21 July and 22 July, in person, in our Pitsea, Essex Office

Please read before you apply

• You must have the right to work in the UK; we are unable to provide visa sponsorship
• We reserve the right to close this advert early if we receive a high volume of suitable applications.
• You’ll be based in our Pitsea office every Tuesday and Thursday, giving you the opportunity to work closely with colleagues in Repairs and support effective collaboration.

If you’re a proactive, values-led professional who enjoys building relationships, solving problems, and delivering positive outcomes for residents, we’d love to hear from you.

Please apply by submitting an anonymised CV and by answering the application questions.