OR121714 – Case Handler – Admin & Clerical

Main Purpose of the Role

The Damp & Mould Case Handler will manage and coordinate cases relating to damp, mould and property repairs within Southern Housing’s homes.

The main purpose is to ensure residents’ concerns are dealt with quickly, professionally and effectively, making sure that repairs and inspections are arranged and cases are followed through to resolution.

The role involves administration, case management, communicating with residents, coordinating surveyors and contractors, and ensuring the organisation complies with Awaab’s Law and damp and mould legislation.

Typical Day Overview

• Receiving and responding to residents’ reports of damp and mould.

• Opening, updating and managing individual cases.

• Assessing the severity and urgency of each report.

• Arranging property inspections and repair appointments.

• Liaising with surveyors, contractors and internal teams.

• Keeping residents informed about progress and next steps.

• Monitoring outstanding cases to ensure deadlines are met.

• Handling complaints and enquiries professionally.

• Providing general administrative support, including diary management and appointment scheduling.

• Escalating urgent health and safety concerns.

Key Skills and Responsibilities

Case Management

• Experience managing cases from initial enquiry through to resolution.

• Ability to prioritise workloads and manage multiple cases simultaneously.

• Maintaining accurate records and updating case management systems.

• Ensuring cases are completed within required deadlines.

Customer Service

• Experience dealing with customers or residents, ideally within the public sector or housing sector.

• Excellent telephone and written communication skills.

• Ability to deal with complaints and sensitive situations professionally.

• Showing empathy and managing residents’ expectations.

Administration

• Strong administrative and organisational skills.

• Diary management and arranging appointments.

• Coordinating meetings, inspections and repair works.

• Preparing reports and responding to enquiries.

Damp & Mould / Housing Knowledge

• Understanding of damp and mould issues within residential properties.

• Knowledge of Awaab’s Law and relevant housing legislation.

• Understanding the importance of responding quickly to serious damp and mould cases.

• Ability to identify and escalate potential health and safety risks.

Essential Requirements

• Previous experience in a case management or case handling role.

• Strong administrative and organisational experience.

• Experience dealing with customers or residents, ideally within local government, housing associations or the public sector.

• Knowledge and understanding of Awaab’s Law and damp and mould legislation.

• Excellent communication and customer service skills.

• Ability to manage multiple cases and competing priorities.

• Good IT skills and confidence using computer systems.

• Immediate availability.

• Must have access to their own vehicle for occasional travel to the Sittingbourne office if required.

Desirable Qualifications and Experience

• GCSE English or an equivalent professional qualification.

• City & Guilds IT/Keyboard qualification or equivalent.

• NVQ or equivalent in Business Administration.

• Previous experience within social housing or housing associations.

• Experience using reporting tools such as Power BI.

• Experience attending internal and external meetings.