Case Handler

Key Responsibilities

• Manage and coordinate Damp & Mould cases from initial report through to resolution.
• Respond to enquiries from residents, colleagues and external stakeholders regarding damp and mould concerns.
• Assess and categorise cases based on severity, risk and organisational procedures.
• Schedule surveys, inspections, repairs and appointments, ensuring timely progression of cases.
• Provide administrative support to Specialist Surveyors, including diary management and appointment coordination.
• Maintain accurate case records, reports and correspondence on internal systems.
• Liaise with residents, contractors, surveyors and local authorities to ensure effective communication throughout the process.
• Provide residents with advice, guidance and support regarding damp and mould prevention and management.
• Monitor case progress and ensure actions, enquiries and complaints are completed within agreed timescales.
• Escalate any health and safety concerns, safeguarding issues or reputational risks as required.
• Support compliance with Housing Ombudsman recommendations, Awaab's Law requirements and organisational policies.
• Assist with reporting, data collection and performance monitoring where required.