Property Officer (Damp & Mould)

Role Title: Property Officer (Damp/Mould)

Reporting To: Property Manager

Grade: EVH Grade 7

Job Purpose:

To lead the association’s efforts by managing and resolving cases of dampness and mould by adhering to established policies and procedures. This role requires thorough assessment, documentation, and resolution of damp and mould cases, ensuring timely and satisfactory outcomes for our customers.

The Property Officer will oversee full case management, from initial assessment through to completion, working closely with contractors and customers to deliver an efficient, cost-effective service that prioritises customer satisfaction. Strong collaboration with contractors, internal teams and other stakeholders is essential to maintain open communication and provide regular updates on case progress to customers.

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. 

Key Responsibilities

• Lead and manage damp and mould cases, ensuring all cases are accurately recorded, tracked, and resolved efficiently within established timescales and budgets.
• Maintain clear communication with internal teams and customers on the status of cases, promoting transparency and collaboration.
• Oversee the full process for damp and mould cases, including diagnosing issues, issuing work orders, performing pre-inspections, and coordinating closely with contractors to ensure timely completion.
• Chair and document weekly damp and mould case management meetings with property and housing teams, ensuring that progress, timescales, and updates are communicated to all relevant stakeholders.
• Liaise effectively with contractors, utility suppliers, and internal teams to minimise costs and optimise service efficiency.
• Schedule additional repairs promptly and ensure accurate work orders are issued in line with the schedule of rates.
• Collaborate with the Property Manager and finance team on budget tracking and reporting for damp and mould cases.
• Provide a reactive repairs service across assigned properties, assessing issues, specifying work required, and coordinating with contractors for efficient resolution.
• Conduct pre- and post-inspections to ensure quality and value for money, enhancing customer satisfaction.
• Lead consultations with property owners on repairs and cyclical works, utilising support from the Factoring Manager as needed to ensure title deed checks and recovery of associated costs.
• Record all contact details and customer interactions in the Association’s Integrated Housing Management System to ensure accurate and comprehensive data management.
• Coordinate and monitor aids and adaptations work with tenants, external agencies, and contractors to ensure timely delivery within budget.
• Support planned maintenance contract delivery, working with the Property team to ensure projects align with Association procedures.
• Identify and address contractor performance issues, reporting outcomes to the relevant Property Team manager.
• Conduct condition inspections of Association properties and common areas as needed.
• Collaborate with colleagues, providing support as necessary to maintain consistent customer service.
• Address customer complaints according to Association policy, capturing insights to improve services.
• Approve and check invoices against Financial Regulations, ensuring compliance with contract terms.
• Participate in Resident Tenant Organisation (RTO) meetings as needed.
• Collaborate with the Housing Management team and Factoring Manager to develop the annual estate plan for communal areas under Association management.
• Oversee the insurance claim process when required, ensuring claims are managed effectively.
• Maintain up-to-date knowledge of schedule of rates for reactive and void repairs, reporting gaps in coding to the Customer Experience Manager.
• Support decant works, coordinating repairs to minimise void periods.

Corporate Responsibilities

• Work collaboratively within the property team, upholding the Association’s values daily.
• Ensure compliance with all regulatory, statutory, and legal requirements.
• Adhere to MHA’s policies, including code of conduct, health and safety, anti-fraud and bribery, and equality policies.
• Communicate effectively to ensure accessibility, engagement, and understanding for all stakeholders.
• Leverage ICT to enhance efficiency, productivity, and service delivery.
• Produce timely and accurate performance data for regulatory compliance and audit purposes.
• Actively engage customers in service improvement through feedback, supporting tenant scrutiny groups and Registered Tenants Organisations.
• Attend community and tenant events as required.

General

• Perform any other duties as agreed with the Property Manager.