About the role
At Hillingdon, we are committed to putting our residents first and delivering high‑quality housing services across the borough.
We are looking for a proactive and organised Repairs Complaints and Legal Disrepair Officer to support the quality assurance and operational delivery of the repairs service.
This role is responsible for managing repairs complaints, legal disrepair cases, Member Enquiries and FOI requests, ensuring accurate, timely and resident‑focused responses in line with Council policies and service standards.
Responsibilities
* Manage legal disrepair cases, complaints, Member Enquiries and FOI requests relating to the repairs service
* Coordinate with contractors, operatives and internal teams to ensure remedial works are completed to the required standards
* Carry out and organise independent checks of repairs works on site
* Produce accurate reports, management information and performance data
* Monitor service processes and support continuous improvement initiatives
* Support contract administration, invoice checking and procurement processes
* Ensure excellent customer service is delivered throughout all resident interactions
About you
You will have experience working within housing repairs, complaints handling, legal disrepair, maintenance or property services in a fast‑paced environment.
You will bring:
* Strong organisational and communication skills
* Experience handling complaints, enquiries or legal disrepair cases
* Good understanding of repairs and maintenance processes
* Ability to manage competing priorities and meet deadlines
* Strong attention to detail and problem‑solving skills
* Confidence working with contractors, residents and internal stakeholders
* A customer‑focused and proactive approach
This is an excellent opportunity to join a busy frontline service and help improve outcomes and service quality for residents across the borough.
Benefits
* Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
* 36 Hour Week – Enjoy a standard 36‑hour workweek for all full‑time staff.
* Generous Holiday Entitlement – Increasing with length of service (for non‑casual roles).
* Hillingdon Sports & Leisure – Stay active and healthy with discounts at council‑owned leisure centres and swimming pools across the borough.
* Salary Sacrifice Schemes – Option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
* Cycle to Work – Eco‑friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers and showers at the Civic Centre.
* Local Government Pension Scheme – Access to the Local Government Pension Scheme and membership to the Credit Union.
* Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
* Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand and help employees experiencing mental health issues. Access free 24‑hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
* Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.
The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.
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