Case Manager

Property Projects Case Manager
Location: Ealing - Hybrid Working
Salary: £35,000 - £39,000
Type: Fixed Term Contract - 6 months
Hours: Full Time - 35 hours per week - Monday to Friday
DBS Level required: Basic

As a Property Projects Case Manager, you will play a key part in ensuring the smooth and efficient management of specialist property cases, including legal disrepair, Aids & Adaptations, HHSRS (Awaab's Law) cases, customer home improvement requests and latent defects. You'll provide dedicated case management support to Surveyors, working together to progress works in a timely manner and ensure customers receive an excellent service throughout.

• Manage specialist property projects from creation through to completion, ensuring milestones and contractual obligations are met.
• Act as the main point of contact for customers, investigating concerns and keeping them updated throughout their repairs journey.
• Work collaboratively with Surveyors to remove barriers and keep cases progressing efficiently.
• Lead on HHSRS (Awaab's Law) cases, ensuring full compliance with legislation and strict timescales.
• Liaise with internal teams and external contractors to achieve timely and cost effective repair solutions.
• Use Totalmobile to manage, track and update repairs and property cases, ensuring accurate records and clear audit trails.
• Manage legal action where required to gain access for works, and work with the Decant Team to minimise disruption to residents.
• Investigate resident complaints related to repairs and provide clear, timely updates.
• Maintain accurate, up to date records across all IT and manual systems.
• Support vulnerable or diverse tenants by making referrals to appropriate internal or external services.
• Coordinate Aids & Adaptations cases in line with relevant policy and procedure.

• Educated to GCSE level (Maths & English A -C or equivalent).
• At least 2 years' experience in case management or project management.
• Strong understanding of current housing legislation and relevant case law.
• Excellent customer service skills, with the ability to explain technical updates in a clear and accessible way.
• Experience working within a responsive repairs environment.
• Experience using Totalmobile, or similar integrated housing repairs and maintenance systems.
• Strong problem solving skills, with the ability to understand complex customer needs.
• Great organisational skills, able to prioritise and work well under pressure.
• Confident decision making abilities.
• Ability to build and maintain effective relationships with internal and external partners.
• Good IT skills, including Microsoft Outlook, Word and Excel.
• Experience handling specialist property cases such as legal disrepair, HHSRS or Aids & Adaptations.

• 25 days' holiday (plus bank holidays), rising to 28 days after 3 years' service.
• Up to 8% contributory pension.
• Generous annual wellbeing allowance of up to £300 for health and lifestyle benefits.
• Access to a wide range of staff discounts.

We are a disability confident employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - please contact our Resourcing Team to discuss any requirements.