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Open nowFirst seen 32 hours ago

Case Handler – Damp & Mould

Fix Space155 open roles

Where
Maidstone, United Kingdom
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Your applicationOpen nowCase Handler – Damp & MouldFix Space · Maidstone, United Kingdom

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This job: first seen 32 hours ago

The posting

Case Handler – Damp & Mould

Temporary Contract

Job Details

Client: Southern Housing Service Area: Assets and Sustainability / Reactive Repairs – Direct Services

Hours: 35 hours per week

Working Pattern: Monday to Friday 08:00 to 16:00 or 09:00 to 17:00

Mandatory office attendance Tuesday and Wednesday. Remote working 3 days per week after training and subject to merit.

Start Date: 17 August 2026 Duration: 20 weeks

Number of Roles: 4

Location

Office Base: The Oasts Newnham Court Village Bearsted Road Maidstone Kent ME14 5LH

Candidates will need their own car.

Pay

PAYE Rate: £19.35 per hour

Job Overview

Southern Housing is seeking 4 Case Handlers to support the Damp & Mould team within Reactive Repairs.

The role will focus on admin and clerical case handling for damp and mould non-hazard cases. The successful candidates will respond to resident enquiries, manage damp and mould repair requests, support Specialist Surveyors, coordinate appointments, maintain case records and help ensure cases are progressed in line with Southern Housing's Damp and Mould Framework and Standard Operating Procedure.

This role requires strong customer service, case management, housing repairs, damp and mould, diary management, appointment scheduling, written communication, stakeholder communication and organisational skills.

Important – Please Read Carefully

This is a Damp & Mould Case Handler role within housing repairs.

Candidates must have experience working with customers in a public sector, housing, repairs, complaints, case management or similar environment.

The role requires knowledge of Awaab's Law / damp and mould legislation, strong organisation, excellent resident communication skills and the ability to manage competing demands.

Candidates must be able to deal with residents empathetically, respond to enquiries, categorise damp and mould cases, coordinate actions, update colleagues, escalate risks and ensure reports, enquiries and complaints are completed to deadline.

Candidates need their own car due to the nature/location of the role.

Candidates without customer-facing case management, housing repairs, damp and mould, public sector or strong admin experience are unlikely to be considered.

Key Responsibilities

  • Provide effective case handling for damp and mould repair requests
  • Support the Project Manager for Damp & Mould
  • Assist with Southern Housing's zero-tolerance approach to damp and mould
  • Work in line with the Damp and Mould Framework and Standard Operating Procedure
  • Provide admin support to Specialist Surveyors
  • Manage diaries and schedule appointments
  • Handle general communication with residents, colleagues and stakeholders
  • Deal with damp and mould enquiries from residents and colleagues
  • Categorise the severity of damp and mould cases
  • Follow the Damp and Mould / Repairs and Serious Health Conditions operating procedure
  • Coordinate actions required to achieve successful case resolution
  • Communicate with residents to provide support, guidance and advice
  • Advise residents on damp and mould management and prevention
  • Ensure reports, enquiries and complaints are completed to deadline
  • Ensure case handling is compliant with standard operating procedures
  • Interact with internal and external stakeholders
  • Escalate health and safety risks immediately
  • Escalate reputational risks or concerns immediately
  • Coordinate and act on local authority enquiries
  • Administer compliance with the Housing Ombudsman Spotlight Report
  • Support compliance with the Best Practice Action Plan
  • Maintain accurate case records
  • Update key colleagues on caseload progress
  • Prioritise competing demands effectively
  • Work flexibly as part of a busy team
  • Share ideas, information and best practice with colleagues and partners
  • Demonstrate Southern Housing's HEART values: Honest, Efficient, Accountable, Respectful and Trusted

Essential Experience & Skills

  • Experience in case handling or case management
  • Experience working with customers in public sector, housing, repairs or similar services
  • Knowledge of Awaab's Law / damp and mould legislation
  • Experience dealing with resident or customer enquiries
  • Strong administrative and clerical skills
  • Experience managing a caseload
  • Ability to prioritise competing demands
  • Strong diary management and appointment scheduling skills
  • Excellent written communication skills
  • Ability to communicate clearly and professionally
  • Excellent people skills
  • Ability to show empathy with residents
  • Ability to manage conflict without becoming defensive, passive or aggressive
  • Ability to manage expectations clearly
  • Logical, thorough and analytical approach to problem solving
  • Ability to work accurately within set timescales
  • Ability to work well in a team environment
  • Ability to update colleagues on progress
  • Good IT and keyboard skills
  • Ability to multitask
  • Strong collaboration skills
  • Ability to handle sensitive information appropriately
  • Ability to escalate health and safety concerns
  • Own car required

Desirable

  • Knowledge of the housing sector
  • Experience in social housing repairs
  • Damp and mould case handling experience
  • Experience supporting repairs surveyors
  • Experience dealing with housing complaints
  • Experience using reporting tools such as Power BI
  • Experience attending internal and external meetings
  • Awareness of damp and mould good practice
  • Awareness of Housing Ombudsman requirements
  • GCSE English or relevant professional qualification
  • City & Guilds recognised IT and keyboard qualification or similar
  • NVQ or equivalent in Business Administration

Additional Information

Interview invites will be sent via Teams and must be completed before 17 August 2026.

Candidate submission deadline is 16 August 2026.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference

OR111360

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