PPM Administrator/Stage 1 Complaints
Permanent
Office based
East London
08:00am till 17:30pm
Paying up to £30.5K per annum
The PPM Administrator plays a key role in supporting the delivery of Planned Preventative Maintenance (PPM) programmes across the housing stock. The postholder will provide administrative and customer-focused support, manage Stage 1 complaints, and assist with operational activities including the delivery of no-access letters to social housing properties. This role requires strong organisational skills, excellent communication, and the ability to deal professionally with residents and internal stakeholders.
PPM Administration
Provide administrative support to the PPM team to ensure planned maintenance programmes are delivered efficiently and on schedule.
Maintain accurate records relating to inspections, works orders, contractor appointments, and compliance data.
Liaise with contractors, surveyors, and internal teams to coordinate appointments and access arrangements.
Update housing management and asset management systems with relevant information and documentation.
Prepare reports, correspondence, and schedules relating to PPM activities.
Stage 1 Complaints Handling
Manage and respond to Stage 1 complaints in line with organisational policies and regulatory timescales.
Investigate complaints by liaising with residents, contractors, and internal teams to gather relevant information.
Draft clear, empathetic, and accurate written responses that address concerns and outline resolutions.
Identify trends and learning points from complaints to support service improvement.
Ensure all complaint records are logged and updated accurately on the relevant systems.
Resident Engagement & No Access Support
Assist with the delivery of no-access letters to residents' homes where access has not been gained for inspections or works.
Engage with residents professionally and sensitively, explaining the purpose of visits and the importance of access.
Record outcomes of visits accurately and feedback information to the PPM team.
Support compliance and statutory access requirements by following agreed procedures