Property Officer

Office

Location:

45 Garrioch Road
Permanent, Monday to Friday, 35 hours per week.
EVH grade 7, £40,635 to £44,619.

Job Type: Full Time

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…