Repairs Complaints & Legal Officer

About the role

We are seeking a proactive Repairs Complaints and Legal Officer to join our team in Hillingdon. The successful candidate will manage a range of housing repair complaints, legal disrepair cases and Freedom of Information requests while ensuring high standards of service delivery.

Key responsibilities

• Handle repairs‑related complaints, legal disrepair cases and FOI requests from members.
• Conduct quality inspections of completed repair works to verify compliance.
• Liaise with contractors and internal teams to ensure remedial works are completed promptly.
• Monitor service performance, produce management reports and analyse performance data.
• Investigate service issues and recommend process improvements.
• Support budget monitoring, contractor payments and procurement processes.
• Maintain accurate records and ensure compliance with council policies and service standards.

Required profile

• Experience in housing repairs, property maintenance or a similar environment.
• Knowledge of complaints handling and legal disrepair processes.
• Excellent communication and customer service abilities.
• Strong organisational skills with the capacity to manage multiple priorities.
• Experience producing reports and analysing performance data.
• A collaborative approach with confidence working with contractors, colleagues and residents.

Required skills