HHSRS Case Manager

HHSRS Case Manager

Salary: £35,000 per annum
Contract: 3 months Temporary  
Start date: 6 July
Hours: 35 P/W - Hybrid working
Location: Staines-upon-Thames

We are currently working in partnership with a respected, values-driven Housing Association to appoint an experienced HHSRS Case Manager to join their Repairs Resolution Team on a temporary basis.
This is a key hybrid role supporting the management and resolution of complex housing cases, complaints, and high-risk resident issues, ensuring a fair, timely and customer-focused resolution in line with Housing Ombudsman expectations and organisational standards.

About the role

You will take ownership of complex and escalated housing cases from initial complaint through to resolution. Working within the Repairs & Maintenance service, you will act as a key point of contact for residents, internal stakeholders, contractors, and partner agencies to ensure effective case progression and positive outcomes.

This is a hybrid role requiring strong case management skills, excellent communication, and the ability to manage sensitive and sometimes challenging customer situations with professionalism and empathy.

Key responsibilities

• Manage a caseload of complex and high-risk housing complaints and repair-related cases
• Investigate cases thoroughly from Stage 1 through to Stage 2 resolution
• Ensure responses are compliant with Housing Ombudsman Service requirements and internal policies
• Act as the main point of contact for residents throughout the case lifecycle
• Liaise with internal departments including Repairs, Housing, Compliance, Legal, and Finance
• Work closely with contractors and external agencies to resolve issues effectively
• Identify trends, root causes, and recommend service improvements
• Maintain accurate case records and ensure all documentation is compliant and audit-ready
• Deliver clear, empathetic communication to residents throughout

About you

• Previous experience in housing, property management, complaint handling, or case management
• Strong understanding of housing complaints processes and/or Housing Ombudsman framework
• Excellent communication and interpersonal skills with a customer-first approach
• Ability to manage a busy caseload and prioritise effectively
• Strong analytical skills with attention to detail and problem-solving ability
• Confident working with multiple stakeholders across different teams
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Calm, resilient, and professional when dealing with challenging situations

If interested, please call Josh on 01772 208967 or email joshua.hull@servicecare.org.uk