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
1. 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.
2. 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.
3. 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:
4. Competitive salary, with a salary review yearly
5. Pension with matched contributions up to 7%
6. Excellent holiday package – 35 days annual leave with the option to buy or sell leave
7. Cashback plan for healthcare costs – up to £500 saving per year
8. A bonus scheme for all colleagues at 2%
9. Training and development
10. Extra perks including huge discounts and offers from shops, cinemas and much more.