Repairs service is one of the most important ways a housing association builds trust with its residents. As our Repairs Coordinator, you’ll play a central role in making that happen. You’ll be the first point of contact for repair requests, ensuring every job is logged accurately, prioritised correctly and scheduled efficiently with our operatives and contractors.
This is a fast‑paced, people‑focused role where no two days look the same. You’ll be the link between residents, surveyors, contractors and internal teams, keeping everyone informed, resolving issues quickly and making sure repairs are completed safely, professionally and on time. If you’re organised, calm under pressure and passionate about delivering a great customer experience, this role will suit you perfectly.
Key Responsibilities
Customer Contact & Case Management
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Act as the first point of contact for residents reporting repairs via phone, email or online channels.
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Log all repairs accurately on the housing management system, ensuring correct diagnosis and priority coding.
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Provide clear, timely updates to residents, managing expectations and ensuring excellent customer service.
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Handle follow‑up queries, complaints and escalations, ensuring issues are resolved promptly.
Scheduling & Coordination
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Schedule appointments with operatives and contractors, ensuring efficient use of diaries and resources.
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Coordinate access arrangements, including vulnerable residents, key‑safe details and safeguarding considerations.
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Monitor job progress, chase outstanding works and ensure completion within agreed timescales.
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Support voids, planned works and compliance teams with coordination tasks when required.
Operational Support
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Work closely with surveyors, repairs managers and contractors to resolve complex or technical issues.
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Raise purchase orders, variations and follow‑on works in line with policy and budget controls.
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Ensure all documentation, photos and notes are uploaded and recorded accurately.
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Support the delivery of service improvements and digital transformation initiatives.
Skills & Experience
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Experience in a repairs, maintenance, housing or customer service environment.
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Has to have experience working within both a housing association or a local council, bringing a strong understanding of social housing operations across sectors.”
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Strong organisational skills with the ability to manage competing priorities.
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Excellent communication skills, both written and verbal.
What We’re Looking For
A proactive, detail‑driven coordinator who thrives in a busy environment and genuinely cares about getting things right for residents. Someone who can balance empathy with efficiency, and who takes pride in keeping repairs moving smoothly from first contact to completion.
If you’re interested and feel you meet the criteria ,including experience within both a housing association and a local council we’d love to hear from you