JOB DESCRIPTION
JOB TITLE:
Responsive Repairs and Voids Officer
DATE EVALUATED:
GRADE:
LINE MANAGED BY:
Senior Responsive Repairs, Voids and Servicing Manager
LINE MANAGES:
No direct reports
SUPVERVISES
through direct reports:
Suppliers (internal and external) in their provision of works to the
group.
PURPOSE OF POST:
This post is to support the Senior Responsive Repair & Void Maintenance Manager and
Responsive Repair & Void Maintenance Manager, to ensure the effective management and
delivery of a high quality Responsive Repair, Void and Gas Servicing function inclusive of a
full QA processes throughout the DCH Stock. The post holder will support the management
of all contractual and technical matters relating to the responsive repair, void, mutual
exchange and gas servicing processes together with the provision of cost and quality
assurance overlay for the above to the company’s property portfolio, within available
resources. The post will continually liaise with the group surveying and procurement functions
to ensure a common group approach in the delivery of these works activities.
SUMMARY OF POST:

To support the management of the county based responsive repairs and void
(including mutual exchange) service together with the delivery of an effective gas
servicing facility to deliver a high quality maintenance service which meets tenant’s
aspirations and remains in line with Group Business Objectives and Maintenance
Plan assumptions.

To support achieving performance targets and to provide excellent customer service
to internal and external stakeholders.

To support the active management and monitoring of value for money, performance
and quality standards, reviewing the effectiveness of repair and void works in order to
promote continuous improvement.

To work in partnership with the group’s preferred and selected contractors to ensure
seamless coordination of general repair and void works and effective liaison with the
group’s specialist services and procurement teams.

To support delivery of project management, contract administration, cost control and
building construction processes and be responsible for developing and implementing
effective systems of management and controls to enable the team to deliver the
repairs service to the agreed standards of quality and cost.

Support the effective management and monitoring of health and safety. To support
the clear demonstration of compliance with all relevant regulations and to meet our
legal obligations applicable to the Repairs Service portfolio.

Input data for works delivered and monitor/control spending against budget.

To ensure relevant advice and liaison with the company’s Call Centre, residents
including external agencies where necessary.

To provide regular progress reports to the Director of Asset Management Operations
in relation to service delivery.

Provide technical advice and guidance to both staff and tenants when and where
required.

Positively contribute & participate at various resident events.

Strive for continuous improvement through market research, benchmarking (internal
and external) and application of findings.

Support the management of the necessary supply chains to deliver services.

Actively uphold the values of the organisation through personal behaviours and
actions.
1
Key deliverables
1.1 Management of Responsive, Servicing and Void works:
Support the establishment, development, control and efficient management of all
functions undertaken by the Responsive & Void Maintenance Section within the
Cornwall Responsive, Servicing and Voids Management team.
Support the co-ordination of al staff within the Responsive & Void Maintenance
Section.
Contribute to the development of housing policy, as required.
Contribute to the review and development of effective management systems and
procedures.
Provide support to ensure al resources available to run the Responsive & Void
Maintenance Section are effectively and efficiently used.
Co-ordinate work to ensure priorities are met and deadlines are achieved.
Provide support to allow proper cost control and administration in respect of budget.
Spend targets and plans must be adhered to and appropriate monitoring mechanisms
implemented and maintained.
Provide support to ensure all targets relating to best value and performance
indicators are met and ensure quality control systems are in place. The role will
involve quality auditing and stringent monitoring of quality processes.
Support the ongoing review and control of Responsive Repairs and Voids works
costs.
Develop good relations and consult with service users and staff.
Support the development of effective inter-group communication and liaison with all
relevant group teams and outside agencies providing services to the responsive
repair and void maintenance team.
Ensure all aspects of the Responsive, Void and Servicing Section meet current legal
and regulatory requirements and in addition they meet the group Standing Orders
and Financial Regulations.
In liaison with group Procurement Manager, ensure that all estimates for work and
tender bids are issued in accordance with group policy and procedure.
Provide support to ensure repairs are carried out to vacant properties to the required
standard as speedily as possible in line with company policy and procedure and
agreed standards.
Ensure all necessary health and safety checks are carried out before properties are
returned for re-letting.
Provide support for the organisation, planning and programming of work as required
to ensure priorities are met and deadlines achieved.
Support the continually monitoring of the progress of vacant homes through the
repairs process to ensure targets are met and safety standards are adhered to.
Provide support for the undertaking of refurbishment projects (eg. Home
Improvement) and cyclical programmes falling under Planned Maintenance budgets,
and to interact with the Planned Works Manager’s team, Group Surveying team and
Group Procurement Manager as appropriate.
Ensure that standards of work are undertaken to a high quality and that resident
feedback is collected and continually assessed for all individual jobs and regularly
reported upon.
Prepare and provide information to support reporting to the Director of Asset
Management Operations for regular monthly Trading Meetings.
Support the process for reporting any forecast or actual deviation to agreed Contract
Sums and spending profiles.
In liaison with the Housing Management team, assist in ensuring that the properties,
schemes and estates are kept in a neat and tidy manner.
Promote and encourage tenants, leaseholders, and residents to take part effectively
in consultation and local housing decision making processes.
To work in tandem with, and to provide cover and support for, all other team
members within the Cornwall Asset Management team.
Ensure updates to the company’s asset register with details of any key installations
that have been completed.
Ensure that tenants are kept informed about progress of repairs where requested.
Act as a point of contact for the Senior Responsive Repairs, Voids & Servicing
Maintenance Manager and Responsive Repairs, Voids & Servicing Manager in their
absence.
To provide clerical support for the other members of the responsive repair, servicing
and void maintenance team.
Process rechargeable repairs and liaise with other department on the administration
of these.
At all times act in accordance with the companies Customer Care policy.
Ensure adherence to the company’s Contractors Code of Conduct.
In accordance with best practice, use Resident Feedback information and Key
Performance Indicators (KPI) to measure continual improvement and provide reports
there from.
To undertake customer satisfaction surveys for service delivery areas.
1.2 Inspections and surveys:
Ensure adequate pre and post inspection surveys are carried out to maintain a high
quality cost effective service.
In liaison with the Housing Management team ensure technical inspections where
required. Including the provision of EPC’s, for mutual exchanges and housing
transfers are carried out in a timely manner.
Provide requests for permission to carry out improvements or alterations from tenants
are dealt with in a timely manner.
Provide written estimates for the making good of vandalism or damage to company
property where the police are pursuing the matter and attend Court if required.
Provide written estimates to insurance companies for mattes arising from any incident
e.g. a claim following damage to company property.
1.3 Health and Safety
On behalf of the responsive repairs and void team and in liaison with the company’s
Safety, Health and Environment team keep an up to date copy of the company’s
Health and Safety Policy and ensure compliance with Health and Safety legislation,
regulations and codes of practice.
Provide support for the undertaking and maintenance of risk assessments and
method statements where required.
As appropriate, liaise with the Health and Safety team on matters of health and
safety.
Participate in receiving appropriate health and safety training commensurate with
work activities.
1.4 Performance management
Ensure that service standards are implemented in consultation with residents and that
these standards are met and maintained.
Ensure that customer satisfaction is measured in key service areas.
Support the regular benchmarking of responsive repair and void activity against
appropriate peer groups – e.g. ASW member organisations, Housemark and
STATUS.
Ensure that all complaints are dealt within accordance with the complaints procedure
and that the complaint is rectified taking responsibility for dealing with all stage one
complaints relevant to the post’s activity areas and provide support and investigation
feedback required for stage 2 complaints. Ensure complainants receive regular
progress communications. Monitor and report on the progress of complaints lodged
with contractors. Positively respond to feedback from complaints and satisfaction
surveys to improve service.
Process and action feedback obtained by other team members on site visits, from
tenants.
Analyse and report on the response from questionnaires to tenants following
completion of works.
Provide regular feedback to the Senior Responsive Repairs, Voids & Servicing
Manager and Responsive Repairs, Voids & Servicing Manager on the performance of
internal & external contractors.
Identify specific problems/trends arising during contract work and set up meetings
with contractors to review specifications/resolve problems arising.
Record, as appropriate, entries in the Corporate Contracts Register.
1.5 Reporting and Budget management
To support the provision of accurate information as required for the annual budget
setting process within agreed timescales.
To support the monitoring and control of expenditure in accordance with the budget,
procedures, levels of delegated authority and financial control/audit requirements,
advising the Director of Asset Management Operations of what appropriate action
needs undertaking when variances occur.
Support the process of providing monthly budget statements in time for Trading
Review meetings for al relevant budget headings, to include spend, monthly accrual,
commitment and balance, together with supporting commentary on any variance to
spend profile.
1.6 Provision of technical advice
Facilitate the provision of technical assessments and guidance to housing
management for tenant’s alterations.
Respond to technical queries from any member of the are management or
administration team.
Maintain close liaison with housing management on all aspects of technical issues
relating to the company’s property portfolio.
Attend and actively participate at Estate Meetings, Team Meetings, Technical Forum,
Tenants Panel Meetings and local Tenant Forums when requested.
Provide advice on energy efficiency to both tenants and staff.
Provide advice and guidance and possible attendance onsite for Out of Hour’s
Emergencies as part of a duty team roster.
Actively and positively represent the organisation in such public forums as are
required.
2. GENERAL
2.1 Personally adhere to all organisation Core Competencies and Group/Department
policies and procedures. Responsible for ensuring that the department do so also.
2.2 Support the Director of Asset Management Operations or their nominees through the
provision of such services and expertise as may from time to time be required.
2.3 To undertake any other duties as shall be requested by the Director of Asset
Management Operations or their nominees.
2.4 Adhere to and promote the group’s policies and procedures, with special attention
being given to the equality & diversity, data protection and health and safety policies.
In particular to use any equipment in accordance with the instructions and any
training provided and wear personal protective clothing and safety equipment as
directed.
2.5 Undertake any appropriate training as required by the group.
Whilst this job description attempts to cover the main duties and responsibilities of the post it
is not exhaustive. The post holder is therefore expected to undertake any other reasonable
duties within their capabilities and the scope of the post as specified by their line manager. In
such circumstances appropriate training will be provided.
Fundamental changes to the job description will only be made after consultation with the post
holder(s).
PERSON SPECIFICATION
ATTRIBUTES
ESSENTIAL
DESIRABLE
JOB KNOWLEDGE
In depth building diagnosis and fault finding
experience.
CIOB / CIH/ RICS / Equivalent
qualification in property surveying
A broad knowledge of construction.
Knowledge of legislation, regulations and
procedures governing Social Housing.
Clear knowledge of Health and Safety
legislation pertaining to the construction
industry including CDM and HHSRS.
JOB SKILLS
Excellent communication skills, written IT,
verbal and presentation
Cost control, reporting and management
Experience of successful co-ordination of
technical and professional staff and
consultants
Familiarity with and competence in the use
of IT systems including MS Excel and MS
Word
Construction project management
knowledge and application
Excellent building and services defects
diagnosis skills
EXPERIENCE
Dealing with customers in a social housing
environment
Experience in dealing with the delivery of
repairs and maintenance service provided
to residential property
Experience of working at a similar
level within an RSL, local or public
authority, or private practice in a
related function
Demonstrable ability to co-ordinate and
manage contractor resources
Dealing with customers and other outside
agencies
EDUCATION
QUALIFICATIONS
Good written and verbal communication
skills
PERSONAL
ATTRIBUTES
Good communicator to a wide range of
audiences
Positive commitment to the goals and aims
of the organisation
Ability to empower individuals within the
ONC/HND, Degree or equivalent
through experience or qualification
in role0rlated subject
team in order to build their capability and
decision making
Confident to make decisions when required
Ability to prioritise own resources in a
changing environment
Ability to meet performance targets
Capability to develop towards others related
roles within the Asset Management team
OTHER
REQUIREMENTS
Co-ordination and persuasive skills
exhibited
Tenacity, strong task ownership capabilities
Completer fnisher skills exhibited
Willingness and ability to travel as required
by the role
This role requires travel of approximately 2
days per week away from the base location
and will require driving to achieve this. A
valid driving licence and use of an
appropriate vehicle is a requirement of this
role.
Willingness to work outside core
hours as necessary in order to
deliver key tasks and programs