Head of Responsive Repairs

Purpose of the Role

Provide strategic and operational leadership for the responsive repairs and maintenance service, ensuring safe, compliant, customer-focused and cost-effective delivery across the housing portfolio while meeting contractual obligations with Barking & Dagenham Council.

Key Responsibilities

Strategic Leadership

• Lead the responsive repairs, voids and minor works service.
• Develop and implement the repairs strategy.
• Deliver continuous service improvement programmes.
• Drive a "Right First Time" culture.

Operational Management

• Manage a large Direct Labour Organisation (DLO) together with specialist subcontractors.
• Ensure repairs are completed within contractual KPIs.
• Oversee emergency, responsive and follow-on repairs.
• Monitor productivity and workforce utilisation.

Financial Management

• Manage multi-million-pound repairs budgets.
• Control cost per repair.
• Improve commercial performance.
• Monitor profitability and contract performance.

Compliance

Ensure statutory compliance relating to:

• Health & Safety
• Gas Safety
• Electrical Safety
• Fire Safety
• Asbestos
• Water Hygiene
• Building Safety legislation
• CDM Regulations

Performance Management

Lead performance against KPIs including:

• Right First Time
• Emergency response times
• Routine repair completion
• Resident satisfaction
• Complaints
• Disrepair claims
• Contractor performance
• Void turnaround times

Customer Experience

• Improve tenant satisfaction.
• Reduce complaints.
• Lead responses to Ombudsman findings.
• Ensure vulnerable residents receive appropriate support.

Contract Management

• Manage specialist contractors.
• Ensure value for money.
• Monitor SLAs and KPIs.
• Lead contract reviews and performance meetings.

Leadership

• Lead, coach and develop operational managers.
• Create a high-performance culture.
• Workforce planning and succession planning.
• Drive employee engagement.

Person Specification

Essential Experience

• Senior leadership experience within social housing repairs.
• Managing responsive repairs and DLO services.
• Budget management (£20m+ desirable).
• Contractor and commercial management.
• Resident-focused service delivery.
• Leading organisational change.
• Excellent knowledge of Schedule of Rates.

Technical Knowledge

• Housing Act
• Landlord & Tenant Act
• Building Safety Act 2022
• Health & Safety at Work Act
• CDM Regulations
• Decent Homes Standard
• Social Housing Regulation
• Damp & Mould guidance
• Disrepair legislation

Qualifications

• Degree (Building Surveying, Construction, Housing or Engineering) or equivalent experience.
• Professional membership (RICS, CIOB, CIH or equivalent desirable).
• IOSH or NEBOSH desirable.