Damp and Mould Specialist (12 month Contract)

Principal Accountabilities:

• Lead, manage and resolve the Association's most complex damp and mould cases as assessed in line with the risk assessment framework, diagnosing issues, instructing works, performing pre-inspections and coordinating closely with teams and approved contractors to ensure timely completion of works in line with service standard and within budget.
• Provide clear and concise communication to tenants regarding the nature of the issues and the steps/timescales required to resolve them.
• Attend damp and mould case management meetings with Property Services, Assets and Customer Services teams, ensuring that progress, timescales and updates are communicated to all relevant stakeholders to ensure accessibility, engagement and understanding for all.
• Liaise effectively with approved contractors and teams to minimise costs and optimise service efficiency.
• Oversight of remedial work carried out by approved contractors, ensuring they meet industry standards and are completed effectively.
• Identify and address approved contractor performance issues, reporting outcomes to the Head of Programme and Delivery.
• Schedule additional repairs promptly and ensure accurate work orders are issued in line with the schedule of rates.
• Coordinate decants for households that require alternative accommodation due to intrusive works required to address damp and mould.
• Refer Tenants to Support Services team where specialise intervention is required in relation to income maximisation, budgeting, fuel debt etc.
• Respond to customer complaints in a transparent, efficient and effective way
• Collaborate with the Head of Programme and Delivery and the Head of Support Services on the most complex damp and mould cases.
• Record all customer contact in the Association's Customer Management and Housing Management systems to ensure accurate and comprehensive information management.
• Contribute to ensure compliance with all regulatory, statutory and other relevant legislative requirements while always ensuring services and works are undertaken in accordance with Health and Safety legislation.
• Seek and evaluate customer feedback and collate resulted, making recommendations on service delivery as appropriate.
• Prepare case files and lead collation of information on complex cases, complaints, insurance claims and legal claims, etc.