Lead Case Handler - Damp & Mould Complex Cases

Requirements

• Experience in repairs planning, scheduling or housing case management
• Knowledge of damp & mould / complex repairs (or transferable experience)
• Strong organisational skills and ability to manage multiple priorities
• Excellent communication and stakeholder management skills
• A customer-first approach with a passion for improving homes and services
• Experience and awareness of Awaabs Law
• Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.
• Closing date: Friday 5th June 2026
• Interviews: To be confirmed
• We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
• Thrive Homes and Watford Community Housing are merging to create a new Community Gateway housing association by bringing together our people and expertise to strengthen services and increase our impact.
• For our people, this means we are creating a larger organisation with broader career paths, more opportunities to develop, and greater capacity to invest so we can deliver even better customer outcomes.
• The legal merger is expected to complete on 1 June 2026.

Additional Information

Lead Case Handler - Damp & Mould Complex Cases Hemel Hempstead, Hertfordshire (Hybrid Working) Salary £42,976.75 Per Annum Plus Benefits Permanent, Full Time 37 hours per week (Monday - Friday) As Lead Case Handler - Damp & Mould Complex Cases, you'll play a key role in managing and coordinating high-risk and complex housing cases, ensuring residents live in safe, healthy homes. This is a planner-led supervisory role, you'll take ownership of case progression, stakeholder coordination, and service delivery, ensuring that every case is managed efficiently and compliantly. Other Responsibilities: Lead the end-to-end coordination and planning of complex damp & mould cases Manage and maintain accurate case records, ensuring all actions and updates are logged Act as a key point of contact for residents, providing clear and timely communication Coordinate internal teams (repairs, surveyors, housing) and external contractors Monitor case progress, proactively managing risks, delays, and escalations Ensure all cases meet regulatory requirements, including compliance with Awaab's Law, internal policies, and service standards Track and report on performance, including KPIs such as resolution times and customer satisfaction Support the management of high-risk or sensitive cases, ensuring appropriate prioritisation Identify opportunities to improve processes and service delivery Work collaboratively with stakeholders to deliver efficient, customer-focused outcomes Line management of one team member and potential others.

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