Location: Staines – Hybrid Working
Type: Permanent
Salary: £46,144 - £55,859
Hours: 35 hours per week - Monday to Friday
DBS Level: Basic
About the Role
We’re looking for an experienced and driven Case Team Lead to lead our Disrepair, Damp & Mould service within the Repairs Directorate. You’ll lead the end‑to‑end management of cases, ensuring high‑quality resolution, strong customer outcomes and full compliance with Awaab’s Law and housing legislation. Managing a small team, you’ll drive performance, improve service quality and play a key role in ensuring residents live in safe, healthy homes.
Key Responsibilities
* Awaab’s Law & Compliance: Ensure full operational compliance with Awaab’s Law across the Repairs service, proactively monitoring response times, actions and escalations to damp and mould cases.
* Maintain accurate records and ensure all activity supports regulatory, legal and audit requirements, embedding best practice across the service.
* Case Management: Lead the end‑to‑end management of disrepair, damp and mould cases, ensuring timely, high‑quality resolutions.
* Oversee investigations, ensure appropriate remedial and preventative actions are taken, and work closely with surveyors, contractors and legal teams to manage complex or high‑risk cases. Ensure clear ownership and visibility across all live cases.
* Quality Assurance & Continuous Improvement: Carry out regular quality reviews of completed works to ensure standards are met.
* Identify trends, learning and service gaps, and feed these back into operational teams to drive continuous improvement in delivery, compliance and customer outcomes.
* Customer Focus: Ensure a high standard of customer service throughout the case lifecycle, maintaining clear, consistent communication with residents.
* Manage complex and sensitive customer situations, ensuring issues are resolved effectively while improving overall satisfaction and reducing repeat complaints.
* Provide guidance to customers on preventing future issues, including property care and ventilation.
* Stakeholder & Contractor Management: Build strong working relationships with internal teams including Repairs, Compliance, Housing and Legal, as well as external contractors and partners.
* Attend site visits, case reviews and meetings where required, ensuring all parties are aligned and delivering to agreed standards.
* Data & Reporting: Maintain accurate case records and systems, ensuring all data is up to date and compliant. Produce performance reports and analyse trends relating to disrepair and damp & mould, using insights to inform operational decisions and improve service delivery.
* Team Leadership: Lead, support and develop Case Coordinators, setting clear expectations, monitoring performance and providing coaching to build capability.
* Promote a culture of accountability, collaboration and customer focus within the team.
More About You
* Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
* Strong knowledge of disrepair legislation, damp & mould, and Awaab’s Law
* Experience delivering repairs or damp & mould services within social housing or a similar environment.
* Proven experience in case management and ensuring property compliance
* Good understanding of repairs processes and contractor management.
* Excellent communication, negotiation and stakeholder management skills
* Ability to manage complex and sensitive customer situations with professionalism.
* Ability to drive high standards, challenge performance and deliver continuous improvement.
* Resilient and able to perform under pressure in a fast-paced environment.
* Demonstrable track record of delivering results and meeting performance targets.
About Us
A2Dominion is more than a housing provider. We are a not-for-profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.
Choosing Us Is Easy
As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes:
* 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service.
* Up to 8% contributory pension
* A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
* Access to a wide range of staff discounts.
Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
Becci Zapala is managing this vacancy
Salary description
£46144.00 - £55859.00 per year