Housing Repairs Administrator

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To provide effective administrative, scheduling and operational support to the housing repairs and maintenance service, helping to ensure that residents receive a responsive, reliable and customer-focused repairs service.

The Housing Repairs Administrator will coordinate and schedule responsive and routine maintenance work, manage operative diaries and repair records, communicate with residents, colleagues and contractors, and monitor jobs from initial report through to completion.

The postholder will have previous practical maintenance experience and a sound understanding of property repairs. While administration and scheduling form the core of the role, the postholder will also be expected, when reasonably required, to provide practical assistance with maintenance jobs appropriate to their skills, experience and competence.

• Receive, record and process requests for responsive and routine repairs, ensuring information is accurate and sufficiently detailed for the work to be undertaken.
• Raise repair orders and schedule appointments using the organisation’s housing, repairs and/or workforce scheduling systems.
• Manage operatives’ diaries, allocating work according to priority, geographical location, availability, trade skills and required completion times.
• Schedule emergency, urgent and routine repairs appropriately and rearrange workloads when priorities change.
• Make effective use of available operative capacity and identify opportunities to reduce unnecessary travel, missed appointments and unproductive time.
• Monitor outstanding jobs and take appropriate action to help ensure repairs are completed within agreed service standards and timescales.
• Arrange follow-on works, additional appointments, contractor visits and other actions necessary to bring repairs to completion.
• Update, close and maintain repair orders and associated records accurately and promptly.
• Support the coordination of responsive repairs, void works, communal repairs and other maintenance activity as required.

• Act as a key point of contact for residents regarding repair appointments and the progress of maintenance work.
• Contact residents to arrange and confirm appointments and provide clear information about planned attendance.
• Keep residents informed where appointments or works need to change and arrange alternatives promptly.
• Respond professionally and constructively to enquiries, concerns and complaints, resolving straightforward issues and escalating matters where necessary.
• Recognise the needs of vulnerable residents and ensure relevant information is communicated appropriately to colleagues and operatives.

• Use practical maintenance knowledge to help identify the nature of reported repairs and ensure work is allocated to an appropriate operative or contractor.
• Provide operatives with clear and relevant information to help them arrive prepared for the work required.
• Liaise with maintenance colleagues regarding access, materials, equipment, follow-on works and other operational requirements.
• Where required, provide practical assistance to colleagues undertaking maintenance and repair work, provided the activity is within the postholder’s skills, experience, training and competence.
• Support straightforward maintenance activities appropriate to the role when operational circumstances require additional assistance.
• Recognise work requiring a qualified or specialist trade and ensure it is referred appropriately rather than undertaking work outside the postholder’s competence.
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