Repairs and Compliance Co-ordinator

6 months ago

Leeds, United Kingdom Encircle Housing Full time

**REPAIRS AND COMPLIANCE CO-ORDINATOR**

Encircle Housing is an expert in housing people with a wide range of needs across England, Wales, and Northern Ireland.

We are a housing association offering a variety of supported living solutions for people with a learning disability, mental health, deaf and/or sight impairment, and physical disability. We also house the homeless and people leaving care homes.

**Our Values**
- We are **approachable** and passionate about everything we do.
- We are **honest** and respectful, and open about everything we do and say.
- We are committed to helping our tenants find a **personalised** housing option.
- We **understand** people’s housing needs and we do our best to help people achieve their goals.

The job entails a variety of duties including supporting tenants, care provider and service managers through the repair process with quick fixes, reporting, monitoring and chasing up the wide variety of maintenance issues that are raised each day. The role combines housing / facilities management / property maintenance with a repairs background coupled with excellent levels of customer service experience.

You will need to address tenants informal concerns with empathy and professionalism. You will need to be clear in your communication on what actions we will be taking to resolve any issues that arise and provide appropriate follow up to ensure tenants are aware of works taking place.

You will need to be able to handle a large portfolio of properties with a wide variety of tenants needs and be able to prioritise if there is an urgent issue arising within the tenants home. You will need to liaise with our Maintenance surveyors and housing Managers to gain information to provide great customer service.

You will also support the compliance of our property management for Gas, Electric, Legionella, Asbestos and Fire safety, ensuring that all our certificates are in place and chased when due.

You will develop good working practices by providing information, which can be used in improving and influencing company systems, workflow and Key Performance Indicator metrics.

Key responsibilities will include:

- Taking repair and maintenance requests, checking availability of resources, and scheduling for the necessary work to be undertaken.
- Effective communication with tenants, Care Providers and Contractors to ensure that each repair is completed within the time period set by our service standard.
- The ability to multitask and keep on top of a busy workload.
- The resilience to manage competing priorities.
- The ability to liaise with a variety of 3rd party contacts, and to nurture business relationships.
- Working closely with the RP to ensure Service User needs are met.
- Ensure SLA targets and other agreed targets are met.
- Review working practices to ascertain success/devise an alternative if not.
- Support compliance related issues and taking action to avoid a breach in Legislation. This will include, Gas, Electric, Fire risk assessment, fire servicing, Asbestos and Legionella.
- Upload before and after photos from our contractors onto each job so that we can demonstrate our high standards.
- Support the planned programme by updating stock condition information.
- Organising plant, materials and tools for the directly employed operatives.
- Scheduling repairs job ensuring that the customers are given an appointment.
- Processing invoices and ensuring they are paid within time frame set.
- Send our customer satisfaction surveys and support the Asset and Compliance Supervisor to produce reports each month.
- Ensuring that jobs are completed with the correct amount of labour, materials and time on so that we can benchmark our repairs.
- Support in the updating of planned components for the surveyors and ensuring that planned programme is correctly represented in our Housing Management system.
- Produce post inspections for the surveyors to undertake and update results from each surveyor.
- Maintain effective information management systems to ensure effective monitoring against Key Performance Indicators.
- Effectively use and update Encircle systems.
- Work with others to ensure efficient ways of working are practiced and cross-departmental cooperation results in improved service delivery.
- Any other duties that is reasonable of the post holder to support the repairs team and our tenants further.
- Maintenance Help Desk/Construction and property compliance.
- Customer Service, including strong telephone skills.
- Managing customers/clients and contractors within a complex environment.
- Managing process/organisation/effective time management.
- Reporting skills/Administrative writing skills.
- Strong negotiation skills
- Analysing Information/Problem solving, proactive rather than reactive where possible.
- Ability to manage, build and develop both internal and external relationships to an exceptional level.
- Microsoft Office skills: Word/Excel

It is a requirement of this

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