🪚Quality & Repairs Performance Manager🔨

✅£65,000k per annum

✅Permanent role

✅Working directly for a Housing Association

✅Hybrid working (3 days office/2 days anywhere)

✅Office based in Notting Hill/Ladbrook Grove

Key Responsibilities:

✅Working directly for a Housing Association

✅Overseeing:

📌Repairs

📌Compliance & Complaints/Disrepair working

📌All aspects of Homecare

✅Work closely with both internal and external stakeholders

What We’re Looking For

A senior position responsible for the day-to-day management of quality, compliance, and coordination across responsive repairs, voids, homecare, and disrepair/complaints functions.
The role ensures that workflows operate effectively, high-profile cases are prioritised, and services are delivered to contractual, regulatory, and customer satisfaction standards

Working closely with senior management, contractors, and stakeholders, the postholder will lead on service performance, commercial control, complaints resolution, and quality assurance within the social housing repairs and maintenance environment

Key Responsibilities:

📌Operational & Service Delivery

• Oversee the daily coordination of responsive repairs, voids, compliance and disrepair casework
• Ensure all works are delivered using approved Schedules of Rates (e.g. NHF SOR) and contractual specifications
• Manage workflows and prioritise high-profile works (including Ombudsman cases, Environmental Health referrals, and legal disrepair claims)
• Work closely with contractors, DLOs, and supply chain partners to ensure service quality and customer satisfaction
• Chair and lead internal and external stakeholder meetings to drive joined-up service delivery

📌Quality, Performance & Compliance

• Monitor and analyse KPI and TSM performance reports, challenging underperformance and driving service improvement
• Oversee statutory and regulatory compliance programmes (gas, electrical, fire safety, asbestos, damp & mould)
• Develop, implement, and review action plans arising from complaints, Ombudsman decisions, and compliance audits
• Promote a strong culture of continuous improvement, service quality, and customer focus

📌Complaints & Disrepair

• Take ownership of escalated complaints, Ombudsman cases, and disrepair claims ensuring timely resolution and learning outcomes
• Liaise with residents, solicitors, contractors, and regulators to secure fair outcomes and minimise risk exposure
• Ensure robust record-keeping, audit trails, and compliance with Housing Ombudsman Complaint Handling Code

📌Commercial & Budgetary Control

• Manage budgets within agreed limits, ensuring value for money and cost-effective delivery of works
• Review repair specifications and challenge proposed solutions where more effective or economical options exist
• Support procurement and contractor management processes, ensuring contracts are adhered to and performance monitored

📌Stakeholder & Partnership Management

• Act as the primary liaison between property services, residents, contractors, and external bodies
• Build trusted relationships with local authorities, regulatory bodies, and community stakeholders
• Represent the organisation at sector forums, partnership meetings, and regulator engagements

Knowledge, Skills & Experience

• Strong track record in repairs & maintenance / property services management within social housing
• Experience of managing contractor performance under JCT, TPC or partnering contracts.
• In-depth understanding of complaints handling, disrepair claims, Ombudsman processes, and regulatory compliance
• Commercially astute with proven ability to manage budgets, performance reports, and service contracts
• Effective interpersonal and negotiation skills with ability to influence and motivate internal teams and external partners
• Strong written and verbal communication skills; able to produce board-level reports and chair multi-stakeholder meetings
• IT proficient (MS Office and housing/repairs management software)
• Full driving licence and access to a vehicle to enable attendance at meetings

ITS Property Maintenance specialise in working within the social housing sector where we work with: ✅ Housing Association ✅ Local Authority ✅ Direct Labour Organisation ✅ Maintenance Contractors ✅ Estates Department ✅ FM Contractors. Providing ✅Maintenance Trades and Labour Operatives ✅Operational Management Staff ✅Customer and Delivery Support Professionals

Tagged as: Working directly for a Housing Association