Location
London Borough of Newham, Stratford, or Manchester, Trafford

Hours
Agile working with 20% - 40% of contractual hours worked from reporting office/working location (hybrid working)

Salary
£38,500 to £44,000 per annum (London weighted salary) or £33,700 to £39,200 per annum (Regional salary), dependent on experience

About the Role
Join the Complex Case Management Team at L&Q, one of the UK’s largest housing associations providing social and affordable homes across Greater London and Greater Manchester. This role offers the opportunity to manage complex cases from referral to resolution, making a direct, positive difference for residents. You will coordinate the right people, information, and services to overcome barriers and deliver clear, practical, and lasting solutions.

The role involves building trusted relationships with residents while coordinating colleagues and partners around a shared resolution plan. You will have autonomy to take ownership, use your judgement, and ensure residents feel heard, informed, and supported throughout their case.

Responsibilities include managing cases from referral through to closure, reviewing case histories, agreeing coordinated resolution plans, tracking actions and risks, and maintaining accurate, empathetic communication with residents and stakeholders.

Benefits include an excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus bank holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme, and more.

Early applications are encouraged as the recruitment process may close earlier than the stated date.

Experience
Proven experience managing complex resident, repairs, housing, maintenance, aids and adaptations, complaint, or escalation cases.
A strong understanding of repairs, service escalation, resident vulnerability, and risk management.

About you
Excellent communication skills with confidence to manage expectations professionally in sensitive or high-risk situations.
Ability to work collaboratively with residents, internal teams, and external partners to agree practical, safe, and timely solutions.
Strong organisational skills with the ability to manage competing priorities, deadlines, evidence, and case records accurately.
Confident judgement and decision-making focused on compliance, safeguarding awareness, continuous improvement, and resident outcomes.
Ability to interpret technical reports, occupational therapy recommendations, and stakeholder correspondence is desirable.

Qualifications
Not explicitly stated, but relevant experience and skills are essential.