Case Management Officer Damp & Mould - Surrey or London

Help us resolve disrepair cases, improve resident experiences and make sure every case keeps moving forward. Are you organised, customer-focused and confident managing complex cases? Do you enjoy bringing people together, solving problems and making sure nothing gets missed? We're looking for a Case Management Officer to support the management of legal disrepair claims across the Midlands and London South East, helping to coordinate residents, surveyors, contractors, legal representatives and internal teams.

You’ll keep cases progressing, ensure residents receive clear and regular updates, maintain accurate records and help resolve delays so that repairs and claims can be completed as efficiently as possible.

What’s in it for you:

• High street discount schemes
• Health cash plans
• 26 days annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays - take them when it suits you
• Car leasing scheme
• Hybrid working - offering you the flexibility to thrive in your role.
• Optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing:

• Manage a portfolio of legal disrepair cases from instruction through to closure, monitoring progress against agreed milestones and deadlines.
• Act as a key point of contact for residents, providing clear, regular and empathetic updates on claims, appointments and repairs.
• Coordinate inspections, surveys and repair works, following up with contractors and surveyors to keep cases moving.
• Maintain accurate case records, correspondence and supporting evidence, ensuring information is available for legal responses and case reviews.
• Identify delays, risks and barriers to progress, escalating concerns to surveyors and managers where needed.
• Support the management of resident concerns and complaints, considering individual needs and appropriate support.
• Monitor case performance, maintain trackers and produce reports to highlight overdue cases, recurring issues and opportunities for improvement.
• Work collaboratively with internal teams, contractors and legal representatives to support timely repairs, compliance and successful case resolution.

What we’re looking for:

• Experience managing complex cases within housing, repairs, customer service, complaints, legal disrepair or asset management.
• Experience dealing directly with customers, including managing sensitive situations professionally and empathetically.
• Strong organisational skills, with the ability to manage a varied caseload, competing priorities and deadlines.
• Experience maintaining accurate records, updating case management systems and handling supporting documentation.
• Good analytical and reporting skills, with the ability to monitor progress, identify risks and escalate issues appropriately.
• Excellent communication and relationship-building skills, with the confidence to coordinate different stakeholders and keep people informed.
• Good IT skills, including Microsoft Office and experience using case management or housing management systems.

You’ll be proactive, solutions-focused and comfortable challenging when things aren’t right, while working openly and honestly with colleagues and partners. You’ll also need GCSE-level education in Maths and English. A housing-related qualification would be desirable, alongside knowledge of legal disrepair, damp and mould, or housing conditions claims.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.

This role requires the successful candidate to complete a standard/enhanced DBS check. A standard/enhanced DBS check will show any spent and unspent convictions. This role will be required to visit/support PA Housing residents in their own homes on a regular basis. Therefore, we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing. Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action, if any, you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.

To apply for this role please click on the apply button or for any enquiries please email. We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.