Main Duties and Responsibilities Purpose of the Job
* To provide a sensitive, customer-focused Technical Service that is efficient, delivers value for money, and reflects the Equality and Diversity policies of East End Homes.
* To contribute towards achieving East End Homes’ Corporate Objectives and service delivery plans.
* To ensure the safety, compliance, and effective maintenance of East End Homes premises and estates.
* To work collaboratively with internal teams, residents, contractors, and specialist service providers to deliver high-quality, timely, and cost-effective technical solutions.
* To achieve high levels of resident satisfaction through professional service delivery.
* Raise orders, specify, diagnose, and issue repair instructions ensuring high-quality standards are met.
* Carry out site inspections as well as desktop inspections to assess work requirements.
* Undertake pre, post, and quality inspections of works to confirm compliance with specifications, safety, and value-for-money principles.
* Understand and correctly apply Schedule of Rates (SOR) codes when raising and assessing works orders.
* Authorise variation orders (VO) within remit ensuring value for money is demonstrated.
* Write detailed reports and provide recommendations for actions following inspections or investigations.
* Verify contractor payments with finance teams when required.
* Oversee and monitor the voids process to ensure properties are let within agreed timescales, budgets, and to East End Homes letting standards.
* Ensure contractors are held accountable for delays in void turnaround and escalate issues where necessary.
* Manage contractor performance and promptly address issues affecting repair quality or turnaround times.
* Manage fire risk assessment processes, ensuring timely completion, review of recommendations, and recording of actions on databases.
* Identify and schedule corrective works for fire safety issues.
* Oversee asbestos management, ensuring accurate information is maintained and made available to contractors, and assist in policy updates.
* Carry out playground and estate facility inspections in line with Health & Safety legislation, programming remedial works where necessary.
* Manage specialist treatments including mould and pest control issues.
* Programme planned maintenance schemes and cyclical works in collaboration with contractors and service providers.
* Specify, tender, and oversee projects, ensuring compliance with East End Homes’ financial regulations and procurement policies.
* Supervise minor and major accessibility adaptations following Occupational Therapist recommendations.
* Process Disability Facility Grant (DFG) applications and ensure works are completed effectively.
* Manage insurance-related repairs, preparing specifications, and progressing associated administration.
* Respond promptly and effectively to complaints, MP and Board enquiries, and client advocate concerns in line with policies and procedures.
* Provide clear advice and guidance to tenants and leaseholders on property alterations, repair processes, and technical matters.
* Participate in East End Homes’ out-of-hours rota when required to provide technical support for emergencies.
* Attend contractor, neighbourhood, and technical meetings, providing updates and professional advice on repair history and ongoing issues.
* Keep up to date with legislative changes, statutory compliance requirements, good practice, and industry codes of practice, applying them to all areas of work.
* Undertake project work specific to the technical service as required.
* Represent East End Homes as a witness in legal proceedings if necessary.
* Manage contractors effectively to ensure service delivery meets standards and agreed KPIs.
Person Specification – Technical Officer
Skills and Knowledge
* Understanding of repairs, maintenance, and improvement of housing stock.
* Knowledge of fire risk and asbestos management in a housing environment.
* Understanding of void processes and letting standards.
* Strong knowledge of statutory compliance, Health & Safety legislation, industry codes of practice, CDM regulations, and Building Regulations.
* Ability to use and interpret Schedule of Rates (SOR) codes accurately.
* Strong IT skills and ability to use housing management and asset systems.
* Well-developed communication, negotiation, and report-writing skills for professional interactions with tenants, staff, and contractors.
Experience
* Proven experience delivering a customer-focused technical support role in a housing environment.
* Experience monitoring contractor performance against contract specifications and KPIs.
* Experience undertaking technical inspections, managing responsive, planned, and void works.
* Experience raising orders, authorising variation orders, and demonstrating value for money in contract management.
* Experience managing contractors effectively to ensure service delivery standards are met.
Personal Qualities
* Flexible, solution-oriented, and committed to providing excellent customer services.
* Ability to work on own initiative while contributing effectively to both local and central teams.
* Empathy in service provision with an understanding of diverse customer needs, including vulnerable residents.
* Willingness to participate in out-of-hours duties when required.
* Strong commitment to equality, diversity, and continuous improvement.