At Places for People, we hire People, not numbers! So, if you like the sound of one of our jobs, please apply - you could be just who we're looking for! Of course, experience and track record are important, but we're more interested in hiring someone that embodies our People Promises. That's someone that does the right thing, is enthusiastic and motivated to grow, believes in Community, is respectful and enjoys their work. As the UK's leading Social Enterprise we're dedicated to creating inclusive and thriving Communities for both our Customers and Employees. So, what are you waiting for? Join a community that cares about you! More About your Role We are currently recruiting for 2 ADR Leads as our ADR Lead you'll guide customers through the ADR process and make sure any repair or home condition issues are dealt with quickly and within agreed timescales. You'll be the main escalation point for housing condition disputes, working closely with Communities and Repairs teams to make sure outcomes are fair, timely and transparent. Using your mediation and negotiation skills, you'll help avoid unnecessary legal action, reach solid resolutions, and build trust with customers while still protecting the business. In this role, you'll lead PfP's approach to resolving legal disrepair through ADR, early intervention and strong complaints handling. You'll act as the ADR specialist, making sure claims are handled in a fair, proportionate and timely way while reducing the risk of litigation. You'll promote a resolution‑first mindset, follow Ombudsman standards and pre‑action protocols, and help drive better outcomes for residents across our housing services. Essential Criteria Prior experience in housing complaint handling or Alternative Dispute Resolution within a social housing or local authority setting, including direct application of the Housing Ombudsman's Complaint Handling Code and housing condition legislation such as Awaab's Law and HHSRS. Demonstrable track record of managing and resolving housing condition or disrepair cases, acting as an escalation point, working with repairs and community teams, and achieving timely resolutions within defined SLAs while reducing or preventing legal escalation. Proven mediation and communication skills, evidenced through complex complaint resolution, use of case management systems and Microsoft Office. More About you You bring proven experience in housing complaint handling or ADR within a social housing or local authority environment, with a strong grasp of the Housing Ombudsman's Complaint Handling Code and relevant legislation such as Awaab's Law and HHSRS. You're confident using case management systems and Microsoft Office tools, and you excel at resolving complex complaints with empathy, adapting your communication to meet customers' needs and vulnerabilities while building trust throughout the process. Ideally, you'll also have some exposure to pre-action protocols and disrepair claims, an awareness of GDPR, and be working towards (or hold) a CIH or equivalent housing qualification. Benefits We are a large diverse and ambitious business, which will give you all the challenge you could wish for. We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include: Competitive salary, with a salary review yearly Pension with matched contributions up to 7% Excellent holiday package – 35 days annual leave with the option to buy or sell leave Cashback plan for healthcare costs – up to £500 saving per year A bonus scheme for all colleagues at 2% Training and development Extra perks including huge discounts and offers from shops, cinemas and much more. What's next? If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us. As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all. We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best. If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk. W e understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours. If you are a recruitment agency please note we operate a PSL and do not take cold calls Safeguarding At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities