The Property Services Department is responsible for the maintenance and upkeep ofTuath's property portfolio, supporting our Development colleagues in the delivery of newproperties, and providing assistance to the Housing Department on any property-related matters.This role involves overseeing the resolution of defects for all newly managed homes, acting as the primary contact during the defects liability period (DLP) when these homes come into management.The aim is to ensure a positive customer experience and provide an excellent defect resolution service for new Tuath Housing residents.Responsibilities also include tracking and analyzing defect data to help Tuath identify trends andimprove future designs.
Additionally, the role involves building and maintaining relationshipswith contractors and consultants concerning defects, and regularly reporting progress to ensuredefect contractors can close jobs efficiently.
Addressing queries and issues from residents is alsoessential, contributing to the enhancement of our resident communication channels.KEY RESPONSIBILITIES:Defects:1.
To support the Responsive Repairs team to resolve day to day defect issues2.
Liaise with contractors, subcontractors, and project managers to ensure timely and effective resolution of defects3.
To produce regular reports for defect contractors to record defect progress and close jobs on our systems4.
To monitor and action defects, liaising with Residents and contractors.5.
Work with Property Services surveyors and clerk of works to resolve latent defects and process warranty claims when required6.
Support Complaints Team with information regarding formal complaints raised.7.
Help develop and improve our customer communication channels.8.
Ensuring that the residents journey in relation handovers is responsive, professional, and provides satisfaction9.
Continuously Improve defect management practices to enhance overall project quality and efficiency10.
Follow up on outstanding works and ensure customer satisfaction upon completion.11.
Organise and, at times, attend site inspections to better understand reported repairs and build strong customer relationships12.
Confidently triage repair requests to appoint the correct contractors and arrange follow-up works promptly, ensuring residents are regularly updated13.
To liaise directly with team members, contractors, and stakeholders to co-ordinate the scheduling of repairs work14.
To ensure all health and safety and compliance requirements are prepared in advance and ordered / authorised.15.
Identify and manage risks associated with the repairs process for defect properties including compliance, customer and financial risks to the business16.
Ensuring the delivery of an excellent customer service to all process stakeholders17.
Make decisions with reference to policy as necessary to find a positive conclusion18.
To respond promptly to queries relating to defects19.
To provide weekly progress reports20.
To ensure that all procurement activities are carried out in accordance with the organisations procurement policies.Training:21.
Request /attend training appropriate to your role.General:22.
Contribute to Improved customer satisfaction23.
To be the main point of contact for contractors, residents, and stakeholders regarding defects.24.
To demonstrate a positive, diverse, and inclusive attitude to both internal and external customers and colleagues.25.
To undertake quality assurance measures on various defect repairs to demonstrate safe working practices and value for money26.
To make the Repairs Manager aware of and help address any service failures when they arise and continue to promote continuous improvement within the service.27.
Where complaints are received they shall be investigated and an appropriate response provided.
Thereafter, they will be responsible for taking action to prevent repeat complaints of this nature and informing the Repairs Manager of what action they have taken.28.
Conducting all activities in a manner which is safe to yourself and others.
To be aware and act in accordance with the Association's Health and Safety Policy.29.
Contributing to the effective delivery of a Quality Service through the formulation, review and proper implementation of policies and procedures.30.
Complying with the requirements of Data Protection, Equal Opportunities and Equality legislation.31.
Participating on forums/working groups/committees as required.32.
Liaison with Housing Management on all aspects affecting tenants.33.
Assisting the Repairs Manager, Head of Property Services, Directors and the Chief Executive of the Association with the compilation of stats, reports and data as required.34.
To fulfil all care and high standards regarding both Tuath's and your own health and safety obligations.35.
To positively promote the Association in all activities.36.
To exercise discretion in all aspects of the role.37.
Any other duties which are consistent with your role.