Complex Repairs Lead

Complex Repairs Lead

Interviews: In person – 6 & 7 May

We are looking for an experienced and resilient Complex Repairs Lead to manage some of our most challenging and sensitive repair cases across North East London.

This is a case‑management focused role, leading on complex repairs, major works and proactive interventions – not routine responsive repairs. You’ll take ownership of cases where works are significant, and residents may need to temporarily decant due to fire damage, subsidence or major building works. These cases can be high‑profile, legally sensitive and emotionally charged, and you’ll play a vital role in supporting residents through them with empathy, professionalism and confidence.

Working closely with the Decant Co‑ordinator, contractors, surveyors and wider professional teams (including social services), you’ll coordinate end‑to‑end delivery, keep residents informed, and drive solutions forward.

You’ll be part of a supportive team of eight, working independently day‑to‑day while contributing positively to the wider team.

What you’ll be doing

• Leading and managing complex repairs and major works cases, ensuring timely, coordinated and high‑quality delivery
• Acting as a single point of contact for residents on complex and escalation cases
• Supporting residents who may be upset or frustrated, handling conversations with empathy, clarity and reassurance
• Working alongside the Decant Co‑ordinator to support temporary rehousing arrangements where required
• Coordinating internal teams and external stakeholders including contractors, surveyors, legal teams and social services
• Attending resident homes, sites and resident surgeries as needed
• Maintaining accurate case records and providing clear updates using housing management systems
• Identifying risks, removing barriers and finding practical, resident‑focused solutions

About you

You’ll be someone who thrives in a fast‑paced, unpredictable environment and can stay calm under pressure.

You’ll bring:

• Proven experience managing complex repair or major works cases, ideally within housing or a similar setting
• Strong case management skills and the ability to work independently and decisively
• Experience working with vulnerable or distressed residents, including those involved in complaints
• Excellent communication skills and the ability to build trust quickly
• Confidence working with a wide range of stakeholders, both internal and external
• Strong IT skills, including housing systems and Microsoft Office
• A solution‑focused, adaptable mindset, resilience, a sense of humour and the ability to “crack on”

You’ll be open‑minded, flexible, professional, and comfortable rolling with the punches when priorities shift.

Why join us?

When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

Here’s what you’ll get when you join us:

• Flexible and hybrid working
• 30 days' annual leave, plus bank holidays
• Up to 10% pension contribution, matched 1:1
• Two additional paid volunteering days each year
• Flexible benefits scheme, including options for healthcare, dental care, and more

Please read before you apply

• You must have the right to work in the UK; we are unable to provide visa sponsorship.
• We reserve the right to close this advert early if we receive a high volume of suitable applications.
• Regional role covering North East London. Office base in Pitsea, Basildon (two office days) per week, with monthly or two monthly attendance at the Islington regional office
• Site visits, resident homes and surgeries form a key part of the role

What to expect from our recruitment process

We’re committed to a fair, inclusive, and transparent recruitment process.

Interviews will take place in person at our Pitsea Office on the 6 and 7 May.

If you are a confident, resilient and resident‑focused professional who thrives on managing complex cases, navigating challenging situations and delivering practical, solutions‑focused outcomes, we would welcome your application. To apply, please submit an anonymised CV, a short supporting statement outlining how your experience and approach make you a strong fit for the Complex Repairs Lead role, and answer the application question as part of your submission.

If you need to ask us anything else at all, feel free to drop an email to Talent Specialist Julie-Ann.O'Malley@peabody.org.uk

The advert will close at midday on 30 April 2026.