Case Lead - Awaab's Law

Peabody is seeking a proactive and customer-focused Awaab’s Law Case Lead to join our Repairs Team. This key role is responsible for managing high-risk and urgent repair cases, ensuring compliance with Awaab’s Law and delivering positive outcomes for residents.

Key Responsibilities

• Manage complex and high-risk repair cases within statutory timescales.

• Act as the main point of contact for residents throughout their repair journey.

• Work closely with repairs teams, contractors and internal stakeholders to drive timely case resolution.

• Maintain accurate records and compliance reporting.

• Manage escalated cases involving health and safety risks, vulnerabilities and resident concerns.

• Identify service improvements and support continuous improvement initiatives.

About You

• Experience managing complex repairs, complaints, escalations or customer cases.

• Strong knowledge of repairs processes and case management.

• Excellent communication, stakeholder management and problem-solving skills.

• Highly organised, with the ability to manage competing priorities and deadlines.

• Strong IT skills, including Microsoft Excel and housing management systems.

• Empathetic, resilient and committed to delivering excellent customer service.

Additional Information

• Applications may close early due to high interest.

• Assessment Centre will be held at Ealing Gateway on Monday 5th October.

• We are committed to an inclusive recruitment process and welcome requests for reasonable adjustments