Repairs Complaints & Legal Officer

Repairs Complaints and Legal Disrepair OfficerPertemps | London Borough of Hillingdon
About the Role:We are recruiting a Repairs Complaints and Legal Disrepair Officer to join the Council’s Residents Services team, supporting the delivery of a high-quality repairs and maintenance service across the borough.
This is a varied role involving the management of complex complaints, legal disrepair cases, Members’ Enquiries and Freedom of Information (FOI) requests. You will work closely with internal teams, contractors and residents to investigate issues, coordinate remedial works and ensure accurate, timely responses in line with Council policies and procedures.
The successful candidate will also support quality assurance, monitor contractor performance, analyse service data and contribute to effective budget management. This role requires a proactive individual who can manage competing priorities, resolve problems and maintain high standards of customer service.
The position is primarily office-based but will involve site visits to properties across Hillingdon. A full UK driving licence and the ability to travel across the borough are essential.
Key Responsibilities

• Manage repairs complaints, legal disrepair cases, Members’ Enquiries and FOI requests, ensuring responses are accurate, comprehensive and delivered within agreed deadlines.
• Liaise with residents, operational teams and contractors to investigate complaints, resolve issues and achieve satisfactory outcomes.
• Coordinate and monitor remedial repairs, ensuring works are scheduled and completed in accordance with Council standards and contractual obligations.
• Undertake and organise site inspections to assess the quality of completed repairs and identify any outstanding or remedial works required.
• Prepare reports, briefings and management information for senior managers and elected Members, ensuring accuracy and attention to detail.
• Monitor contractor performance, service quality and compliance with contractual requirements and service-level agreements.
• Analyse service data, identify trends and investigate discrepancies to support performance management and continuous improvement.
• Support repairs service budget management, including monitoring expenditure, managing recharges and reviewing contractor invoices to ensure payments accurately reflect work undertaken.
• Ensure procurement and financial activities comply with Council policies, financial regulations and procurement procedures.
• Assist with the preparation and review of tender and contract documentation, seeking the necessary approvals for expenditure.
• Maintain accurate records and develop procedural documentation to support consistent working practices and effective service delivery.
• Work collaboratively with colleagues across the Council, contributing to service improvements and ensuring residents receive a professional and responsive service.

Essential RequirementsCandidates must demonstrate:

• Experience managing complaints and enquiries within a repairs, maintenance, housing or similar operational environment, working with colleagues and contractors to achieve satisfactory outcomes.
• Experience preparing reports and briefings for senior managers and elected Members, demonstrating accuracy and attention to detail.
• Experience delivering services within agreed deadlines, budgets and quality standards.
• At least two years’ experience managing staff, including responsibility for financial transactions.
• Experience of budget management and financial analysis in accordance with financial regulations and organisational procedures.
• Experience providing consistent and accurate technical support to operational teams.
• Knowledge of health and safety legislation and quality assurance principles.
• Strong IT skills and the ability to collect, analyse and present management information.
• The ability to resolve financial queries and ensure compliance with relevant policies and procedures.
• Knowledge of repairs and maintenance responsibilities, statutory obligations and contractor contract monitoring.
• An understanding of local authority democratic processes and the requirements associated with Members’ Enquiries.
• A full UK driving licence and the ability to undertake site visits across the London Borough of Hillingdon.

Key Skills and Attributes

• Customer-focused: Able to handle complaints sensitively, build positive relationships and maintain high standards of service.
• Strong communicator: Confident producing written reports and presenting information to a range of stakeholders.
• Problem solver: Takes ownership of issues, investigates concerns and identifies practical solutions.
• Organised and proactive: Able to prioritise competing demands and deliver accurate work under pressure.
• Financially aware: Understands budget controls, expenditure monitoring and the importance of accurate financial records.
• Collaborative: Works effectively with colleagues, contractors and residents to achieve shared objectives.
• Adaptable: Embraces new ways of working and actively contributes to service improvements.

What We’re Looking For:We are looking for a confident and organised professional with experience in repairs, maintenance, complaints management or a similar operational service. You will be comfortable dealing with complex cases, coordinating contractors and monitoring service performance while ensuring residents receive timely and effective resolutions.
If you have strong technical, financial and customer service skills and are committed to improving the quality of local authority housing repairs services, we would welcome your application.