Property Services Advisor

Property Services Advisor

Location: Manchester (Office based with Hybrid working)

Salary: £29,197.35 per annum

Vacancy Type: Permanent, Full Time (35 hours per week)

Closing Date: 28th of August 2026

The Property Services Advisor plays a critical frontline role in supporting Golden Lane Housing’s compliance with statutory responsibilities (including Awaab’s Law), improving the efficiency of repairs delivery, and strengthening tenant experience. The position acts as the operational anchor between tenants, contractors, property surveyors, and the Repairs Strategy & Cost Manager, ensuring that repairs are accurately triaged, well‑managed, and appropriately documented to support governance and regulatory assurance.

The role is essential to delivering a high‑performing, tenant‑centred repairs service, supporting strong assurance for the Board and demonstrating compliance with the Regulator of Social Housing’s consumer standards.

Job Responsibilities

• Property Service Advisors will provide the first level of assessment on all repair requests, ensuring accurate categorisation aligned to GLH priorities and legal response times (e.g., damp/mould, heating loss, structural issues).
• Identify and escalate high‑risk or safety‑critical issues promptly to Surveyors and the Repairs Strategy & Cost Manager.
• Maintain high‑quality repairs data, ensuring all job coding, costs, contractor entries, and hazard information are correct at source.
• Supply reliable data to support repairs dashboards, KPIs, and regulatory reporting frameworks.
• Act as a direct liaison between tenants and contractors, ensuring that repairs progress efficiently and access is secured.
• Monitor appointment success, delays, and potential service failures, escalating performance concerns as needed.
• Capture and escalate dissatisfaction, learning from complaints, and contribute to initiatives that reduce repeat repairs and enhance first‑time‑fix performance.
• Support consistent communication aligned to GLH’s customer promise.
• Offer administrative support to the Property Surveyors, ensuring that the program of planned works is effectively communicated to tenants.
• Ensure all repair records meet internal audit expectations and regulatory standards.
• Escalate emerging risks relating to safety, compliance, or service timeliness.

Experience and Qualifications

• Experience working in a customer service, housing, property repairs, facilities, or contact‑centre environment
• Understanding of social housing repairs, including common issues such as damp/mould, heating loss, and responsive repairs.
• Awareness of statutory responsibilities relating to property safety (e.g., Awaab’s Law, compliance timeframes, hazard identification).
• Experience of handling and triaging customer enquiries in a professional, calm, and solutions‑focused manner.
• Knowledge of data entry standards, record keeping, and the importance of accurate information for regulatory reporting.
• Strong ability to assess and prioritise repairs based on risk, urgency, and legal requirements.
• Excellent communication skills with the ability to engage confidently with tenants, contractors, and internal teams.
• High levels of accuracy and attention to detail when recording repairs, costs, job codes, and contractor information.
• Ability to work to deadlines, manage competing demands, and escalate risks quickly when required.
• Strong customer‑service ethos, demonstrating empathy, professionalism, and accountability.
• Competent IT user, able to work confidently with repairs management systems, CRM platforms, and Microsoft Office.
• Commitment to delivering a high‑quality, tenant‑centred service.
• Ability to work collaboratively and support the wider property services team.
• Commitment to improving repairs performance, preventing repeat issues, and supporting service improvements.
• A proactive approach to identifying risks, service failures, and compliance concerns.
   

Desirable

- Experience working directly within a social housing organisation or regulated service environment.

- Knowledge of the Regulator of Social Housing’s consumer standards.

- Understanding of planned works processes and supporting property surveyors.

- Experience working with contractors and monitoring contractor performance.

- Training or certificates in housing, property management, compliance, or customer service.

- Familiarity with repairs diagnostic tools or asset management systems.

- Ability to analyse repairs data to identify trends or areas for improvement.

- Experience contributing to service improvement initiatives or customer satisfaction work.

- Understanding of audit requirements, governance processes, and risk management frameworks.

Benefits

• 27 days annual leave plus bank holidays (increases with service)
• Contributory pension (5% employee / 5% employer)
• Paid volunteering days (3 per year)
• Day off for your birthday

To Apply

If you feel you are a suitable candidate and would like to work for Golden Lane Housing, please click apply to be redirected to our website to complete your application.