- Professional
- Office in Ealing
Complex Case Manager
Salary: £34,800 to £36,000
Contract: 9 Months Fixed Term Contract
Hours: 35 hours per week, Monday to Friday
Location: Ealing/Hybrid
DBS: Basic
About Us
At A2Dominion, we believe in providing homes that people love to live in. With social housing roots stretching back eight decades and over 38,000 properties under our management across London and Southern England, we’re proud to offer a variety of housing options and commutes to creating vibrant, sustainable communities that enhance the lives of our residents.
As a proud member of the G15, a coalition of leading housing associations, we play an active role in tackling the housing crisis. Now, we’re looking for a passionate and driven individual to join our team and help us make an even bigger impact.
Role Overview
We're seeking a dedicated and customer-focused Complex Case Manager to handle sensitive and challenging repair-related complaints. You’ll take ownership HHRSR high risk cases, supporting customers through to resolution, liaising closely with internal and external partners to deliver satisfactory outcomes. You’ll play a key role in improving the customer experience on some of our most complex cases.
Key Responsibilities
- Manage complex and high-risk cases (including HHSRS and Stage 1 & 2 complaints), ensuring thorough investigation, resolution, and regular progress updates
- Act as the dedicated point of contact for customers throughout their case, providing clear, empathetic communication and support to help overcome barriers to repair completion
- Proactively manage cases involving damp, mould, and disrepair in line with regulatory guidance and legislation
- To proactively work with residents to overcome barriers to enable repairs to take place and manage legal action when required for access for works to take place, liaising with relevant operational teams
- Work collaboratively with contractors, internal departments, and external agencies to deliver timely, cost-effective repairs and solutions
- Maintain accurate, up-to-date records and case documentation, enabling accurate reporting and effective monitoring of progress
- Support diverse residents who require extra support, referring them to appropriate internal or external support services
More About You
You're an empathetic and organised professional with strong experience of managing customer-facing cases and excellent communication skills
- Educated to GCSE level or equivalent in Maths and English (Grades A*-C)
- Professional qualifications such as CIH membership (or willingness to work towards this)
- 3 years’ experience in housing, property management with a good understanding of housing legislation and regulatory requirements
- Proven ability to problem-solve and understanding customers complex needs
- Excellent interpersonal and communication skills, able to explain technical issues clearly and work effectively with customers, colleagues, and contractors
- Strong organisational and able to prioritise workload and remain calm under pressure
- Good level of IT knowledge, including Microsoft Outlook, Word and Excel
- Ability to influence decisions, build positive relationships, and work collaboratively with a wide range of stakeholders
Choosing Us is Easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development
In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: [email protected]
A2Dominion is a Disability Confident Employer which means that we are committed to employing disabled people and will:
- Actively look to attract and recruit disabled people
- Provide a fully inclusive and accessible recruitment process
- Offer an interview to disabled applicants who meet the minimum criteria for the job
- Be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- Make reasonable adjustments as required
At A2Dominion, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.
Meeting the Role Requirements
We recognise that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at [email protected]
A2Dominion are proud to be a Family Friendly Employer
Everyone is welcome at A2Dominion. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.
Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
This role closes on 30th July 2025, we reserve the right to close this role upon appointment of the right candidate.
Apply Now
