Tenant Repairs Support Officer

Tenant Repairs Support Officer

Surrey - Hybrid

£29.50 per hour

Interim until March 2027

If you're driven by fairness, compassion and making a tangible difference to people's lives, this interim Tenant Repairs Support Officer role offers the chance to be the steady, accountable presence residents rely on during complex repairs journeys.

You'll join a forward‑thinking housing service that's piloting a more person‑centred, transparent and responsive approach for tenants experiencing prolonged, high‑risk or challenging repairs issues. Your work will directly improve outcomes for vulnerable residents, reduce complaints and rebuild trust.

As a named advocate for tenants referred into the pilot, you'll be the calm, consistent point of contact who ensures residents feel heard, supported and informed. You'll coordinate activity across repairs teams, contractors and housing colleagues, driving progress, challenging delays and keeping everyone accountable.

• Building trusted relationships with tenants navigating complex repairs
• Explaining processes and timescales clearly and accessibly
• Tailoring communication to individual needs and preferences
• Managing cases end‑to‑end, ensuring no resident has to chase for updates
• Escalating risks, delays or safeguarding concerns appropriately
• Facilitating joined‑up working between contractors, surveyors and housing teams
• Conducting satisfaction checks and capturing learning to improve services

• Experience in housing, repairs, advocacy, customer service, care or support
• Confidence managing complex cases with multiple stakeholders
• A strong understanding of customer service and tenant engagement
• The ability to support vulnerable residents with diverse needs
• Excellent communication, influencing and problem‑solving skills
• Calmness under pressure, empathy and a genuinely resident‑focused approach

Desirable: knowledge of repairs processes, safeguarding training, and familiarity with housing systems such as MRI/Orchard.

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business