Case Handler – Damp & Mould

Temporary Contract

Job Details

Client: Southern Housing
Service Area: Assets and Sustainability / Reactive Repairs – Direct Services

Hours: 35 hours per week

Working Pattern:
Monday to Friday
08:00 to 16:00 or 09:00 to 17:00

Mandatory office attendance Tuesday and Wednesday.
Remote working 3 days per week after training and subject to merit.

Start Date: 17 August 2026
Duration: 20 weeks

Number of Roles: 4

Location

Office Base:
The Oasts
Newnham Court Village
Bearsted Road
Maidstone
Kent
ME14 5LH

Candidates will need their own car.

Pay

PAYE Rate: £19.35 per hour

Job Overview

Southern Housing is seeking 4 Case Handlers to support the Damp & Mould team within Reactive Repairs.

The role will focus on admin and clerical case handling for damp and mould non-hazard cases. The successful candidates will respond to resident enquiries, manage damp and mould repair requests, support Specialist Surveyors, coordinate appointments, maintain case records and help ensure cases are progressed in line with Southern Housing's Damp and Mould Framework and Standard Operating Procedure.

This role requires strong customer service, case management, housing repairs, damp and mould, diary management, appointment scheduling, written communication, stakeholder communication and organisational skills.

Important – Please Read Carefully

This is a Damp & Mould Case Handler role within housing repairs.

Candidates must have experience working with customers in a public sector, housing, repairs, complaints, case management or similar environment.

The role requires knowledge of Awaab's Law / damp and mould legislation, strong organisation, excellent resident communication skills and the ability to manage competing demands.

Candidates must be able to deal with residents empathetically, respond to enquiries, categorise damp and mould cases, coordinate actions, update colleagues, escalate risks and ensure reports, enquiries and complaints are completed to deadline.

Candidates need their own car due to the nature/location of the role.

Candidates without customer-facing case management, housing repairs, damp and mould, public sector or strong admin experience are unlikely to be considered.

Key Responsibilities

Provide effective case handling for damp and mould repair requests
Support the Project Manager for Damp & Mould
Assist with Southern Housing's zero-tolerance approach to damp and mould
Work in line with the Damp and Mould Framework and Standard Operating Procedure
Provide admin support to Specialist Surveyors
Manage diaries and schedule appointments
Handle general communication with residents, colleagues and stakeholders
Deal with damp and mould enquiries from residents and colleagues
Categorise the severity of damp and mould cases
Follow the Damp and Mould / Repairs and Serious Health Conditions operating procedure
Coordinate actions required to achieve successful case resolution
Communicate with residents to provide support, guidance and advice
Advise residents on damp and mould management and prevention
Ensure reports, enquiries and complaints are completed to deadline
Ensure case handling is compliant with standard operating procedures
Interact with internal and external stakeholders
Escalate health and safety risks immediately
Escalate reputational risks or concerns immediately
Coordinate and act on local authority enquiries
Administer compliance with the Housing Ombudsman Spotlight Report
Support compliance with the Best Practice Action Plan
Maintain accurate case records
Update key colleagues on caseload progress
Prioritise competing demands effectively
Work flexibly as part of a busy team
Share ideas, information and best practice with colleagues and partners
Demonstrate Southern Housing's HEART values: Honest, Efficient, Accountable, Respectful and Trusted

Essential Experience & Skills

Experience in case handling or case management
Experience working with customers in public sector, housing, repairs or similar services
Knowledge of Awaab's Law / damp and mould legislation
Experience dealing with resident or customer enquiries
Strong administrative and clerical skills
Experience managing a caseload
Ability to prioritise competing demands
Strong diary management and appointment scheduling skills
Excellent written communication skills
Ability to communicate clearly and professionally
Excellent people skills
Ability to show empathy with residents
Ability to manage conflict without becoming defensive, passive or aggressive
Ability to manage expectations clearly
Logical, thorough and analytical approach to problem solving
Ability to work accurately within set timescales
Ability to work well in a team environment
Ability to update colleagues on progress
Good IT and keyboard skills
Ability to multitask
Strong collaboration skills
Ability to handle sensitive information appropriately
Ability to escalate health and safety concerns
Own car required

Desirable

Knowledge of the housing sector
Experience in social housing repairs
Damp and mould case handling experience
Experience supporting repairs surveyors
Experience dealing with housing complaints
Experience using reporting tools such as Power BI
Experience attending internal and external meetings
Awareness of damp and mould good practice
Awareness of Housing Ombudsman requirements
GCSE English or relevant professional qualification
City & Guilds recognised IT and keyboard qualification or similar
NVQ or equivalent in Business Administration

Additional Information

Interview invites will be sent via Teams and must be completed before 17 August 2026.

Candidate submission deadline is 16 August 2026.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference

OR111360