London Borough of Hillingdon
Complaints & Legal Disrepair Officer
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About the role
At Hillingdon, we are committed to putting our residents first and delivering high-quality housing services across the borough.
We are looking for a proactive and organised Repairs Complaints and Legal Disrepair Officer to support the quality assurance and operational delivery of the repairs service.
This role is responsible for managing repairs complaints, legal disrepair cases, Member Enquiries and FOI requests, ensuring accurate, timely and resident-focused responses in line with Council policies and service standards.
As a Repairs Complaints and Legal Disrepair Officer, you will:
- Manage legal disrepair cases, complaints, Member Enquiries and FOI requests relating to the repairs service
- Coordinate with contractors, operatives and internal teams to ensure remedial works are completed to the required standards
- Carry out and organise independent checks of repairs works on site
- Produce accurate reports, management information and performance data
- Monitor service processes and support continuous improvement initiatives
- Support contract administration, invoice checking and procurement processes
- Ensure excellent customer service is delivered throughout all resident interactions
About You
You will have experience working within housing repairs, complaints handling, legal disrepair, maintenance or property services in a fast-paced environment.
You will bring:
- Strong organisational and communication skills
- Experience handling complaints, enquiries or legal disrepair cases
- Good understanding of repairs and maintenance processes
- Ability to manage competing priorities and meet deadlines
- Strong attention to detail and problem-solving skills
- Confidence working with contractors, residents and internal stakeholders
- A customer-focused and proactive approach
This is an excellent opportunity to join a busy frontline service and help improve outcomes and service quality for residents across the borough.
Please note that this is a predominantly office-based role, with a requirement to work from the office a minimum of four days per week.
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About Us
We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.
Benefits
- Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
- 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
- Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
- Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
- Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
- Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
- Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
- Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
- Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
- Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.
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The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.
Recruitment Information
Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.
Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening:
- 2 years of Referencing
Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.
It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.
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