Description
A major G15 housing provider, responsible for tens of thousands of homes and dedicated to delivering safe, high-quality living environments for its residents, is seeking experienced Damp & Mould Leads to join their central Repairs Team. This organisation has a strong social purpose and is firmly committed to improving homes, services, and resident wellbeing - with a particular focus on compliance with new legislation such as Awaab’s Law.
The Role
As the Damp & Mould Lead, you’ll play a key role in strengthening the organisation’s approach to repairs, maintenance, and property services. Working in a fast-paced, responsive environment, you’ll manage medium–high-risk damp and mould cases, support residents and operational teams, and ensure legal compliance through timely investigations and resolutions.
You’ll collaborate closely with contractors, internal repairs teams, and regional property services teams to drive cases forward, enhance service quality, and improve resident satisfaction.
Contract: 6-month contract (potential for longer term following this)
Location: Hybrid | 3 days from home, 1 day in office (Basildon), 1 day on site (any region close to you across London)
Rates: £16.23 per hour (PAYE) | £20.51 per hour (Umbrella)
Key Responsibilities
- Act as a resident-facing specialist for damp & mould cases, ensuring a high standard of customer experience.
- Lead prompt investigations and resolutions in line with Awaab’s Law and internal SLAs.
- Work with contractors and operational teams to progress cases effectively through to closure.
- Support internal teams with insights, lessons learned, and case history reviews.
- Take ownership of escalated, high-risk, and HHSRS Category 1 cases.
- Attend contractor or regional offices as the on-site point of contact when required.
- Ensure efficient case management, accurate record-keeping, and regular progress updates.
- Contribute to improving processes, reducing complaints, and strengthening service delivery.
Success in this Role Looks Like:
- High levels of resident satisfaction
- Full compliance with damp & mould legislation
- Reduced escalations and improved case turnaround times
- Strong stakeholder engagement and collaboration
- Streamlined service delivery and more efficient repair handling
About You
You will be:
- Customer-focused, empathetic, and committed to improving resident experiences
- Resilient and able to work under pressure in a fast-paced environment
- Highly organised with strong attention to detail
- Adaptable, positive, and open to change
- Collaborative, communicative, and solutions-driven
- Comfortable managing complex, sensitive, and high-risk cases
Skills & Experience Required
- Strong case management and project coordination experience within repairs or property services
- Excellent written and verbal communication skills
- Proven experience handling escalations and high-risk cases
- Ability to meet strict deadlines and manage competing priorities
- Strong data investigation, reporting, and analytical skills
- Excellent stakeholder management experience
- Confidence with IT systems, including advanced Excel skills and housing management platforms
- Experience delivering high-quality customer service in a resident-focused environment
- Understanding of relevant policies, compliance requirements, and property legislation