Role purpose
To provide accurate scheduling, administration and resident/client communication support for
general repairs and maintenance works. The Repairs Planner ensures jobs are logged correctly,
appointments are booked efficiently, operatives are deployed to the right address on time, and
routine updates and close-out documentation are processed in line with client requirements.
Key working relationships
• Repairs Co-ordinator (daily instructions, priorities, escalations).
• DLO operatives and supervisors (diaries, access, attendance, updates).
• Subcontractors (booking confirmations and access only; performance managed by the
Repairs Co-ordinator).
• Client portals (job logging, status updates, evidence uploads).
• Commercial/Admin team (POs raised as instructed; paperwork for invoicing packs).
Core responsibilities (what you are accountable for)
• Receive job instructions via portals/email and log them accurately on internal and client
systems (e.g. EWORKS, MS Portal) with correct address, access notes and scope.
• Maintain live job statuses: update progress notes, appointment dates and completion
information to provide a clear audit trail.
• Plan and book visits for inspections/surveys and repairs in line with priorities set by the
Repairs Co-ordinator and contractual SLAs. (Service Level Agreement).
• Coordinate resident access: confirm appointments, manage no-access situations, rebook
promptly and record clear reasons for missed appointments.
• Produce and issue daily/weekly operative diaries and ensure operatives have correct job
details, contact information and access arrangements.
• Request and submit operative competency documents to the client (CSCS, qualifications,
asbestos awareness, DBS where required, etc.) prior to attendance and maintain an up-to
date expiry tracker.
• Collate and upload evidence packs required by the contract: photos (before/during/after),
completion notes, certificates and client-specific forms.
• Administer snag close-out: issue snag lists received from supervisors/clients, track actions,
chase updates and confirm completion on the client system.• Log all complaints/service issues in the complaints register, acknowledge receipt where
required and pass to the Repairs Co-ordinator for investigation and resolution.
• Provide routine client updates: acknowledge emails, confirm appointments and issue
standard progress/completion communications within agreed timeframes.
• Prepare weekly performance snapshots for the Repairs Co-ordinator (open jobs, overdue,
no-access, complaints logged, evidence outstanding) and highlight risks early.
• Keep retrofit documentation up to date (e.g. SWIP warranties, IBGs and any other client
required documentation).
• Support ad-hoc office tasks when required.
• Prepare RAMS
Quality and compliance standards
• All job records must be accurate, complete and updated in real time (audit ready).
• Appointments must comply with client access rules, safeguarding requirements and resident
communication standards.
• Evidence packs must meet client requirements and be uploaded within agreed timescales to
avoid delayed payment.
• Sensitive data (resident details) must be handled in line with GDPR and client information
governance rules.
Key performance indicators (KPIs)
• Job logging accuracy and same-day acknowledgement of new instructions.
• Appointment booking lead times and diary utilisation (minimised gaps).
• No-access rate management (prompt rebook, clear notes and evidence).
• Evidence pack completeness and upload timeliness.
• Administrative backlog kept to an agreed minimum.
Skills and behaviours expected
• Strong organisation and time management.
• Clear, professional communication with clients and residents (phone/email).
• Attention to detail for addresses, scopes and compliance paperwork.
• Confidence using portals/spreadsheets and learning client systems quickly.
• Calm under pressure; able to adapt diaries when emergencies arise