Property Maintenance Coordinator

To provide comprehensive administrative and operational support to the Property Maintenance Team in delivering a responsive and high-quality repairs and maintenance service. The role will act as the first point of contact for the Customer Experience Team in relation to repair enquiries, coordinating reactive and void works, liaising with contractors and customers and monitoring agreed actions through to completion. The postholder will ensure works are progressed efficiently, records are accurately maintained and customers receive timely communication, contributing to overall service performance and standards.

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.

Key responsibilities:

• Provide administrative support to the Property Team in delivering an efficient reactive repairs and maintenance service across the Association’s housing stock.
• Manage and monitor the Property Team mailbox, ensuring enquiries are reviewed, prioritised and responded to within agreed timescales.
• Undertake duty responsibilities on a rota basis, acting as a first point of contact for emergency repair enquiries, providing advice to customers and ensuring emergencies are appropriately logged and instructed.
• Act as a first point of contact for Customer Experience Team, providing guidance and support on repair enquiries and assisting with resolving issues at the earliest opportunity.
• Triage incoming repair inspection requests by reviewing reported issues, contacting customers where appropriate to gather further information and raising works orders directly where an inspection may not be required.
• Liaise with customers by telephone and email to progress repairs, provide updates and ensure access arrangements are in place.
• Support the coordination of reactive repairs by raising works orders, updating records and liaising with contractors to ensure repairs are progressed in line with targets.
• Provide administrative support to Property Officers in relation to pre- and post-inspections of repairs, void works and planned maintenance activities.
• Assist with the administration of medical adaptations and other improvement works in liaison with internal teams, Occupational Therapists and contractors as required.
• Assist with the administration of insurance‑related repairs, including logging claims, liaising with insurers or brokers and monitoring claim progress to conclusion.
• Support the administration of customer satisfaction monitoring systems relating to repairs and maintenance services, including follow‑up surveys and analysis of feedback trends.
• Attend internal and contractor meetings as required, taking accurate minutes and recording agreed actions.
• Maintain action trackers, monitoring progress and liaising with contractors and colleagues to ensure actions are completed within agreed timescales, escalating concerns to the Property Officers or Customer Experience & Property Manager where necessary. Provide updates on outstanding actions and ensure all records are accurately stored within the Association’s systems.
• Administer rechargeable repairs in accordance with policy, ensuring approved recovery actions are initiated and recorded appropriately. Fully utilise the Association’s Integrated Housing Management System (SDM or equivalent) to accurately record repair requests, contractor instructions and customer interactions.
• Support the coordination of void repairs, including raising works orders, liaising with contractors and internal colleagues, monitoring progress against turnaround targets and updating relevant system modules.
• Support the coordination and…