Property Case Coordinator

Property Case Coordinator

Salary: £38,000 - £42,000 per annum

Location: Various locations across London (hybrid working)

Contract: Permanent

Hours: Full-time

About the Role

We are recruiting for a number of experienced Property Case Coordinators to join a leading housing organisation and play a key role in ensuring compliance with emerging housing legislation while delivering excellent outcomes for residents.

This is an exciting opportunity to be at the forefront of housing compliance, managing complex repairs and high-risk cases, including damp, mould and condensation concerns. You will act as the key liaison between residents, operational teams and contractors, ensuring cases are managed effectively from initial report through to resolution.

The successful candidate will thrive in a fast-paced environment, possess excellent stakeholder management skills and have a strong background in repairs, complaints, case management or housing operations.

Key Responsibilities

• Manage and coordinate Awaab's Law cases in line with legislative requirements and statutory timescales.
• Take ownership of complex and high-risk repair cases, ensuring prompt investigation and resolution.
• Act as the primary point of contact for residents throughout the repair journey, providing support, guidance and reassurance.
• Work collaboratively with repairs teams, contractors and housing colleagues to drive successful case outcomes.
• Monitor case progress, identify potential delays and proactively remove barriers to resolution.
• Maintain accurate records, case notes and reporting to demonstrate compliance and accountability.
• Review repair histories and identify service improvements, trends and lessons learned.
• Manage escalated complaints and cases involving Housing Health and Safety Rating System (HHSRS) Category 1 hazards.
• Attend regional offices, contractor locations and resident visits where necessary to support case management activities.
• Contribute to continuous service improvement initiatives designed to enhance resident satisfaction and operational performance.

About You

• Experience managing repairs, complaints, escalations or complex customer cases within housing, property services or a related sector.
• Strong understanding of repairs and maintenance processes.
• Experience handling high-risk, sensitive or complex cases through to resolution.
• Excellent communication skills with the ability to build trust and positive working relationships.
• Strong stakeholder management experience across multiple teams and external partners.
• Exceptional organisation, prioritisation and time-management skills.
• The ability to analyse information from multiple sources and make informed decisions.
• Experience working within a target-driven environment with competing priorities and tight deadlines.
• Strong IT skills, including Microsoft Excel and case management systems.
• A customer-focused approach with empathy, resilience and a commitment to delivering positive outcomes.

What's on Offer

• £38,000 - £42,000 salary
• Permanent opportunity with a leading housing provider
• Opportunity to play a key role in legislative compliance and resident safety
• Structured support and development opportunities
• Hybrid and regional working across London locations
• Collaborative and supportive team environment

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