Location
Ealing, London – Hybrid Working

Hours
Full Time - 35 hours per week, Monday to Friday

Salary
£35,000 - £39,000

About the Role
As a Property Projects Case Manager, you will play a key role in ensuring the smooth and efficient management of specialist property cases including legal disrepair, Aids & Adaptations, HHSRS cases (Awaab’s Law), customer home improvement requests, and Latent Defects. You will provide dedicated case management support to Surveyors, working collaboratively to progress works in a timely manner and ensure customers receive excellent service throughout.
This fast-paced and rewarding role involves working with Totalmobile, our integrated repairs system, which simplifies and improves the management of responsive repairs, maintenance, and estate services, supporting better visibility, tracking, and outcomes for customers.
You will manage complex cases within a changing systems environment, requiring strong organisation, solution-focused thinking, and confidence in case management.

Experience
- At least 2 years’ experience in case management or project management
- Experience working within a responsive repairs environment
- Experience using Totalmobile or similar integrated housing repairs and maintenance systems
- Experience handling specialist property cases such as legal disrepair, HHSRS, or Aids & Adaptations

About you
- Strong understanding of current Housing Legislation and relevant case law
- Excellent customer service skills with the ability to explain technical updates clearly and accessibly
- Strong problem-solving skills with the ability to understand complex customer needs
- Great organisational skills, able to prioritise and work well under pressure
- Confident decision-making abilities
- Able to build and maintain effective relationships with internal and external partners
- Good IT skills including Microsoft Outlook, Word, and Excel

Qualifications
Educated to GCSE level (Maths & English A*–C or equivalent)