Case Handler


Company:	Wax Recruitment Ltd
Salary:	£19.35
Hours:	Full-time
Location:	Maidstone, ME14 5LH
Working pattern:	Hybrid - 3 days remote
Job type:	Contract
Posting date:	6 Aug 2026
Closing date:	5 Sept 2026

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Summary

Job title: Case Handler

Job Category: Admin & Clerical

Location: The Oasts, Newnham Court Village, Bearsted Road, Maidstone, Kent, ME14 5LH, Southern Housing

Hours Per Week :35.00

Pay : £19.35 per hour

Number of people required 4

Mandatory office Tuesday and Wednesday and working remotely 3 days after training and merit.

This role will include admin, clerical services specific to damp and mould non hazard cases

Hours will be Mon- Fri 8-4/9-5

Experience of working with customers in public sector, organised, experience of case management and knowledge of Awaabs legislation required.

Location is remote candidate will need there own car.

Case Handler Our vision is to create communities where everyone has a safe home in a place where they’re proud to live. We’re big and we’re local. Residents are at the heart of all we and we use our size to influence positive change in the areas where we operate. It’s also about living our values which are at the HEART of what we do. All colleagues are expected to demonstrate a commitment to our values through their behaviours, actions, and words on a daily basis. As a valued member of the Southern Housing Team, you’ll embrace our Values to inspire others as well as yourself to be. • Honest • Efficient • Accountable • Respectful • Trusted You’ll demonstrate our HEART values in your behaviours.

You’ll: • Be authentic, open and transparent in your actions and words. • Believe that by working together we accomplish more, and work hard every day to improve services, efficiency and value for money. • Take responsibility for delivering excellence and own your own actions. • Embrace difference, and put our residents, colleagues and our partners are at the heart of all you do. • Do what you say you will and be relied upon to keep your promises. And, of course, show commitment to our approach to Equality Diversity & Inclusion, Health & Safety, Compliance and Code of Conduct policies and practices within Southern Housing.

The role Reporting to the Project Manager (Damp & Mould), you will assist in ensuring that the organisation fulfils its zero-tolerance approach to damp and mould within its homes as outlined in the Southern Housing Damp and Mould Framework and Standard Operating Procedure. You will provide effective case handling of all Damp & Mould repair requests and provide admin support to the team of Specialist Surveyors, including diary management, appointment scheduling and general communication.

The location You’ll be based at one of our main offices in either Farringdon, Croydon, Isle of Wight, Maidstone or Sittingbourne, with the option for working in a hybrid way when appropriate and as agreed with your manager. What you’ll be doing: •

Dealing and responding to all damp and mould enquiries received directly from residents or via colleagues. • Categorising the severity of the situation based on the Southern Housing Damp and Mould/ Repairs & Serious Health Conditions operating procedure. • Coordinating actions that are applicable to achieve a successful resolution. • Communicating with residents to provide support, guidance and advice around damp & mould management and prevention. • Ensure reports, enquiries and complaints are completed to deadline and compliant with standard operating procedure. • Interacting with key internal and external stakeholders. • Immediately escalating any Health & Safety/ reputational risks or concerns. • Coordinating and acting on any local authority enquiries. • Administrating compliance with the Housing Ombudsman Spotlight Report and Best Practice Action Plan.

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