Full Time / Permanent
Salary: £33K (FTE) per annum
Located: Stockwell, London, SW9
About SW9 Community Housing
SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group (SNG).
Being a community-based organisation, we are seeking to recruit an experienced Asset Coordinator, with a focus on service delivery and a people-centre approach. With a turnover of £13m, and rising, and in excess of £150million of inward investment provided by (formerly) Network Homes, now Sovereign Network Group (SNG) over the last 10 years, we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey.
Who we are:
- A group of people who demonstrate integrity, respect, and teamwork
- A group of people with passion, drive, and the courage to be different
- A group of people committed to doing the right thing.
About the Role
To provide comprehensive administrative, coordination and customer support to the Technical and Repairs Service with a specialist focus on Damp & Mould case management. The role ensures all damp & mould reports are logged, triaged, monitored and completed in accordance with legal and regulatory frameworks (including Awaab’s Law and HHSRS). The postholder also supports wider Repairs functions including call handling, job logging, appointment scheduling, contractor liaison and evidence management to ensure responsive repairs and maintenance services are delivered efficiently and professionally.
Key Responsibilities:
- Call Handling & Customer Service - Act as a first point of contact for all repairs and damp & mould enquiries across phone, Teams, WhatsApp/8x8, email and in-person.
- Damp & Mould Case Management & Awaab’s Law Compliance - Act as the primary coordinator for all Damp & Mould (D&M) reports, ensuring every case is logged promptly, accurately and in line with statutory and organisational requirements.
- Disrepair Coordination - Log and administer disrepair notifications, ensuring all legal deadlines and compliance requirements are met.
- Technical Repairs Support - Coordinate technical and complex repairs referred by Surveyors or senior staff.
- Resident & Contractor Communication - Act as a key point of contact for residents regarding D&M, disrepair and technical cases, providing timely, clear and empathetic communication.
- Data, Reporting & Compliance - Keep all case records up to date in NEC and other asset management systems.
- Repairs Logging, Job Raising & Insite Administration - Log repairs and D&M works orders accurately in NEC with correct SOR codes, priority levels and contractor allocation.
Why join us?
We are committed to delivering an outstanding customer experience. By joining our team, you’ll contribute to a fair and resolution-driven service that meets the needs of diverse communities and residents.
About you:
We are seeking a highly organised, customer-focused individual with strong experience in repairs coordination and damp & mould case handling. The ideal candidate will have excellent communication skills, a proactive approach, and the ability to manage both repairs and damp & mould cases simultaneously.
They will work closely with Surveyors, the Repairs Officer and contractors to ensure investigations, inspections and follow-on works are completed within statutory timeframes, including Awaab’s Law. The postholder must be adaptable, accurate and committed to delivering a high-quality service to residents.
If you’re ready to take the next step in your career and be part of a high-performing team and deliver outstanding services, we’d love to hear from you.
Education:
- Good standard of education or equivalent through relevant training/experience commensurate to the role (highly desirable).
- Evidence of working within social housing continuous, challenging, and relevant professional development.
Knowledge Skills and Experience:
- Knowledge of relevant legislation such as Landlord & Tenant Act, Homes (Fitness for Human Habitation) Act, and HHSRS.
- Experience supporting legal disrepair cases or technical inspections.
- Understanding of building pathology and common structural/repairs issues.
Essential Experience
- Experience in housing repairs, property services or asset management administration.
- Strong organisational skills with the ability to manage high workloads and competing priorities.
- Excellent customer service and communication skills, particularly with vulnerable residents.
- Good understanding of damp & mould issues, disrepair obligations and technical repairs processes (training can be provided).
- Ability to work confidently with contractors, surveyors and internal teams.
- Competent in using housing/repairs systems (e.g. NEC, CRM) and Microsoft Office.
Key Skills
- High level of accuracy in data entry, record keeping and case documentation.
- Excellent interpersonal skills to support work with customers across a range of circumstances.
- Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility.
- Excellent time management skills and able to prioritise, plan own workload and show flexibility.
- Excellent analytical skills to identify a range of issues from information gathered.
- Professional, empathetic and resident-focused.
- Proactive, solution-oriented and committed to continuous improvement.
- Able to maintain confidentiality and handle sensitive information responsibly.
- Collaborative and supportive across teams and services.
- Strong attention to detail and a commitment to accuracy.
- Ability to meet deadlines and plan and deliver a range of different activities.
- Demonstrate self-motivation and enthusiasm.
- Ability to take notes of meetings effectively.
- Ability to work on own or as part of a team including the ability to work effectively with contractors.
- Good knowledge of IT systems including Word, Excel and Outlook.
- Ability to use initiative while working within guidelines.
- Excellent attention to detail.
Personal Attributes:
- Passionate about delivering and driving forward an excellent service to improve and maintain a high level of customer satisfaction.
- Genuine empathy to show customers that you really care and that their concerns matte.
- Adaptable and ‘can do’ attitude.
Benefits:
When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer:
- competitive salary
- a defined contribution Pensions Scheme (employer match up to 8%)
- 5 x annual salary life assurance cover
- competitive annual leave entitlement
- Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan)
- employee assistance programme
- excellent learning & development opportunities
- staff discount scheme
- a modern office and facilities
How to Apply:
Please read the Role Profile for full details of the role and apply by sending your updated CV, together with a supporting statement demonstrating how you meet the person specification. You should return your application to recruitment@SW9.org.uk, ensuring you quote the Reference Number and Job Title. Please ensure you read the Guidance Notes for candidates prior to submitting your application.
Additional Recruitment Information:
We do value every application we receive. However, due to the volume of applications we receive we are unable to acknowledge each application. We will only reply to those who have been shortlisted for interview. If you have not received a reply within two weeks of the closing date, regrettably your application was unsuccessful.
If you want to find out more about us at SW9 you can do so at:
https://www.sw9.org.uk/about-us/