Senior Repairs Operations Manager

Job Overview
Nuco Solutions is recruiting on behalf of a London-based Housing Association for an experienced leader to manage their responsive repairs service across London. In this senior role, you will ensure homes remain safe and well maintained while delivering a high standard of service to residents. Reporting to the Assistant Director of Repairs, you will lead on repairs performance, budgets, contractor management, and compliance.

Key Responsibilities

• Manage a 4m annual responsive repairs budget and monitor expenditure

• Ensure value for money and cost-effective service delivery

• Work with contractors to maintain high service and quality standards

• Support service charge setting and key commercial decisions

• Lead the responsive repairs service across London

• Ensure KPIs, performance targets, and tenant satisfaction levels are achieved

• Drive service improvements and operational efficiency

• Ensure emergency and out-of-hours repairs cover is in place

• Respond to Environmental Health notices and manage operational risks

• Manage relationships with contractors and suppliers

• Ensure contractors meet performance, safety, and quality standards

• Identify opportunities to improve contracts and service delivery

• Oversee complaints handling and act as escalation point for complex cases

• Manage high-profile complaints and regulatory escalations

• Use customer feedback and data insights to improve service delivery

• Ensure Health & Safety standards and social housing regulations are met

• Manage risks relating to the Housing Ombudsman and Environmental Health

• Lead, develop, and support an operational repairs team

• Promote a customer-focused and performance-driven culture

• Provide updates and performance reports to senior leadership

Requirements

• Senior leadership experience in housing or property repairs

• Strong commercial and contractor management experience

• Experience managing multi-million-pound budgets

• Health & Safety qualification (IOSH, NEBOSH, or equivalent)

• Good understanding of social housing regulation

• Experience handling complex complaints and escalations

• Ability to use data and systems to drive performance

Desirable

• CIH Level 5 qualification (or willingness to work towards)

• Experience working in a regulated housing environment

• Experience supporting organisational change or transformation