(Internal Candidates Only) HRA Responsive Works Manager

Overview

As Responsive Works Manager, lead the operational management and ongoing development of the HRA responsive repairs service. You will ensure safe, efficient, resident-focused delivery across the housing stock while strengthening the client function, scrutinising performance, and driving service improvements. You will oversee the end-to-end repairs journey, from initial contact to completion, with a focus on quality, learning from complaints, and regulatory alignment. You’ll collaborate with partners, customer services, and residents to modernise delivery and accountability, delivering a meaningful, standards-driven service.

Pay / Benefits

• 29 days holiday
• LGPS
• subsidised leisure membership
• flex scheme (where appropriate)
• employee benefits scheme
• post-probation pay increment

Responsibilities

• Lead the responsive repairs service and ensure safe, value-for-money delivery across housing stock
• Strengthen client function with performance scrutiny and clear, measurable standards
• Oversee end-to-end repairs journey from triage to completion, QA, and learning from complaints
• Manage relationships with delivery partners, customer services, housing, digital and data teams, and residents
• Drive service improvements, align repairs delivery with regulatory standards (including SHRA 2023, Awaab’s Law, Consumer Standards, Housing Ombudsman Code)
• Provide contractor oversight, performance management, and continuous improvement to enhance accountability

Key requirements

• leadership
• stakeholder engagement
• customer focus
• performance management
• contractor oversight
• regulatory compliance

…