At a Glance
- Tasks: Lead and coordinate complex damp & mould housing cases for safe, healthy homes.
- Company: Join a dynamic housing association focused on community impact and service improvement.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a larger organisation with exciting career paths post-merger.
- Why this job: Make a real difference in residents' lives while developing your career in housing management.
- Qualifications: Experience in housing case management and strong communication skills required.
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.
Other 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
Interviews: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
Thrive Homes and Watford Community Housing are merging to create a new Community Gateway housing association by bringing together our people and expertise to strengthen services and increase our impact. For our people, this means we are creating a larger organisation with broader career paths, more opportunities to develop, and greater capacity to invest so we can deliver even better customer outcomes. The legal merger is expected to complete on 1 June 2026.
Lead Case Handler – Damp & Mould Complex Cases employer: Thrive Homes
Thrive Homes offers an exceptional work environment for the Lead Case Handler role, situated in Hemel Hempstead with the flexibility of hybrid working. Our commitment to employee growth is evident through our merger with Watford Community Housing, creating a larger organisation that provides broader career paths and development opportunities. With a strong focus on improving housing services and a collaborative culture, we ensure that our employees are empowered to make a meaningful impact in the community while enjoying competitive benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Case Handler – Damp & Mould Complex Cases
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who know about damp and mould cases. A friendly chat can lead to insider info or even a referral!
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of Awaab’s Law and case management best practices. We want you to show off your expertise and passion for improving homes!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds and shows you’re genuinely interested in the role.
✨Tip Number 4
Apply through our website for the best chance! We love seeing applications directly from candidates who are excited about joining us at Thrive Homes.
We think you need these skills to ace Lead Case Handler – Damp & Mould Complex Cases
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in managing complex cases, especially related to damp and mould. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:As a Lead Case Handler, clear communication is key. Use your application to demonstrate how you've effectively communicated with stakeholders in the past. We love seeing examples of how you’ve kept residents informed and engaged throughout the process.
Highlight Your Organisational Skills:This role requires juggling multiple priorities, so make sure to emphasise your organisational abilities. Share specific examples of how you’ve managed case records or coordinated teams to ensure everything runs smoothly. We’re all about efficiency here!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and it helps us keep track of all applications. Plus, you’ll be one step closer to joining our team at StudySmarter!
How to prepare for a job interview at Thrive Homes
✨Know Your Stuff
Make sure you brush up on your knowledge of damp and mould issues, as well as Awaab’s Law. Being able to discuss these topics confidently will show that you’re serious about the role and understand the complexities involved.
✨Showcase Your Organisational Skills
Prepare examples from your past experience where you successfully managed multiple cases or priorities. Highlight how you kept everything on track and ensured compliance with regulations, as this is crucial for the Lead Case Handler position.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since you'll be a key point of contact for residents and stakeholders, demonstrating strong communication skills during the interview will be essential.
✨Be Ready to Collaborate
Think of instances where you worked with different teams or stakeholders to achieve a common goal. Be prepared to discuss how you can foster collaboration in your new role, as teamwork is vital for managing complex cases effectively.
