At a Glance
- Tasks: Lead and coordinate complex damp and mould housing cases for safe living.
- Company: Join a dedicated team focused on improving residents' homes.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement and impactful work.
- Why this job: Make a real difference in people's lives by ensuring healthy living conditions.
- Qualifications: Experience in housing case management and strong communication skills.
The predicted salary is between 42976 - 42976 £ per year.
Hemel Hempstead, Hertfordshire (Hybrid Working)
Salary £42,976.75 Per Annum Plus Benefits
Permanent, Full Time 37 hours per week (Monday – Friday)
As Lead Case Handler - Damp & Mould Complex Cases, you’ll play a key role in managing and coordinating high-risk and complex housing cases, ensuring residents live in safe, healthy homes. This is a planner-led supervisory role, you’ll take ownership of case progression, stakeholder coordination, and service delivery, ensuring that every case is managed efficiently and compliantly.
Responsibilities
- Lead the end-to-end coordination and planning of complex damp & mould cases
- Manage and maintain accurate case records, ensuring all actions and updates are logged
- Act as a key point of contact for residents, providing clear and timely communication
- Coordinate internal teams (repairs, surveyors, housing) and external contractors
- Monitor case progress, proactively managing risks, delays, and escalations
- Ensure all cases meet regulatory requirements, including compliance with Awaab’s Law, internal policies, and service standards
- Track and report on performance, including KPIs such as resolution times and customer satisfaction
- Support the management of high-risk or sensitive cases, ensuring appropriate prioritisation
- Identify opportunities to improve processes and service delivery
- Work collaboratively with stakeholders to deliver efficient, customer-focused outcomes
- Line management of one team member and potential others.
Requirements
- Experience in repairs planning, scheduling or housing case management
- Knowledge of damp & mould / complex repairs (or transferable experience)
- Strong organisational skills and ability to manage multiple priorities
- Excellent communication and stakeholder management skills
- A customer-first approach with a passion for improving homes and services
- Experience and awareness of Awaabs Law
Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.
Closing date: Friday 5th June 2026
Lead Case Handler – Damp & Mould Complex Cases employer: Chime Housing
At Thrive, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located in Hemel Hempstead, our hybrid working model allows for flexibility while you take on the rewarding role of Lead Case Handler, where you will make a tangible difference in residents' lives by ensuring safe and healthy homes. With competitive salaries, comprehensive benefits, and opportunities for career advancement, Thrive is committed to fostering a collaborative environment where your contributions are valued and recognised.
