Role Title: Property Officer Reporting To: Customer Experience & Property Manager

Grade: EVH Grade 7

Job Purpose:

To deliver a high-quality, customer-focused reactive repairs and maintenance service to a defined patch of occupied properties. The Property Officer will be responsible for diagnosing and specifying repairs, coordinating contractors, monitoring performance and ensuring excellent customer outcomes.

The role places strong emphasis on proactive communication with tenants, effective support for vulnerable households, accurate property and stock condition data and the efficient use of digital and mobile working systems. The post holder will work closely with Housing Officers and colleagues across the Association to minimise repairs-related tenancy risk, support sustainability objectives and drive continuous improvement.

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

Reactive Repairs & Contractor Management

Deliver a reactive repairs service to a designated patch of occupied properties, diagnosing defects, specifying works and coordinating contractors to ensure timely and high-quality completion.
Carry out pre- and post-inspections of repairs to ensure works meet quality standards, contractual requirements and value-for-money expectations.
Monitor repair completion times against agreed KPIs, identifying delays, trends and areas of underperformance.
Identify repeat repairs and challenge poor value-for-money outcomes, escalating concerns and contributing to service improvement actions.
Identify and address poor contractor performance in relation to reactive repairs and report outcomes to the relevant Manager.
Act as a duty Property Officer on a rota basis, responding to urgent and immediate property-related issues as they arise.

Customer Experience, Vulnerability & Tenancy Sustainment

Proactively communicate with tenants regarding repair progress, delays, access issues, or complex works, ensuring expectations are clearly managed.
Contribute to achieving high levels of customer satisfaction by managing expectations, maintaining regular communication and ensuring repairs are completed right first time.
Provide enhanced support to vulnerable tenants throughout the repairs process, working sensitively to minimise disruption and risk.
Work closely with Housing Officers where repairs issues escalate into tenancy risk, supporting early intervention and tenancy sustainment.
Investigate and respond to customer complaints relating to repairs in line with the Association’s policies, ensuring learning outcomes are captured and applied.

Stock Condition, Data & Systems

Update stock condition data following inspections and reactive visits.
Identify emerging investment needs during reactive repairs and ensure relevant information is recorded and shared appropriately.
Ensure accurate property attributes, inspection outcomes and repair histories are maintained within the housing management system.
Fully utilise mobile working technology, including the use of photos and video to evidence inspections, defects and completed works.

Digital Working & Service Improvement

Operate effectively in a mobile working environment, maximising the use of ICT to improve efficiency and service delivery.
Use contractor portals, tenant apps or other digital platforms (where applicable) to support repairs communication and monitoring.
Support continuous improvement initiatives through the use of performance data, customer feedback and operational insight.

Sustainability & Energy Awareness

Identify opportunities to improve energy efficiency during reactive repairs without delivering capital or planned works.
Support the Association’s sustainability objectives through good practice and early identification of issues.
Promote the correct use of heating, ventilation and other building systems to tenants to reduce condensation, damp and energy waste.

Collaboration & Governance

Work collaboratively with colleagues across Property, Investment & Housing teams to deliver a joined-up, customer-focused service.
Check invoices in line with Financial Regulations and support effective cost control.
Attend meetings with tenants, Registered Tenant Organisations and community groups as required in relation to repairs and service delivery.

Service Resilience & Cover

· Provide operational cover for other Property Officers and specialist roles during periods of absence, such as the Voids Officer or Damp and Mould Officer, ensuring continuity of service and timely response to customer issues.

· Work flexibly across patches or workstreams as required to maintain service standards and minimise disruption to customers.

Corporate Responsibility

· Work effectively and collaboratively as a property team member ensuring that the Association’s values are lived on a day-to-day basis

· Ensure compliance with all regulatory, statutory and legal requirements and other directives

· Comply with MHA’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies

· Ensure effective communication in plain language, both internally and externally, to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make

· Maximise the use of ICT to improve efficiency, increase productivity and develop new and existing services

· Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and implementing actions arising from internal and external audits as directed

· Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback, including working positively to support our tenant scrutiny group and Registered Tenants Organisations

· Attendance at local community and tenant events as required.

General

· Any other duties as agreed with the Customer Experience & Property Manager.

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