Head of Repairs

Company : Confidential

Job Description - Head of Repairs

Head of Repairs
Location: Sevenoaks, Kent (TN13)
Contract: Permanent | £75,000 per annum
Hours: Full-time, 37 hours per week

About the Role
We are seeking a dynamic, forward-thinking Head of Repairs to lead a high-performing, customer-centric responsive repairs service. You’ll be responsible for ensuring services are efficient, safe, and aligned to organisational priorities — with a strong focus on quality, value for money, and resident satisfaction.

Reporting to the Executive Director of Property and Asset Management, you will oversee a team of three direct reports and around 45 staff members, managing a budget of approximately £13 million.

Key Responsibilities

Lead the strategic direction of the responsive repairs service, ensuring alignment with corporate goals and compliance with regulatory standards.
Drive transformation and continuous improvement, introducing modern working practices and digital tools while prioritising resident engagement.
Oversee the efficient operation of an in-house delivery team (DLO), ensuring quality assurance and effective scheduling.
Manage the end-to-end delivery of emergency, urgent, and routine repairs, ensuring works are completed to high standards and within target timeframes.
Ensure value for money and performance by using data and analytics to enhance service delivery and reduce failure demand.
Champion a strong customer experience culture, including ownership of high-profile or complex complaints.
Promote a learning culture by embedding insights from complaints and resident feedback into future service design.
Ensure services meet all housing health and safety responsibilities, including obligations under Awaab’s Law, damp and mould remediation, and the Ombudsman’s Complaint Handling Code.
Provide clear, visible leadership across operational teams, fostering collaboration with compliance, planned works, and strategic asset management colleagues.

Performance Measures

Repairs completed within target timeframes across all categories.
Customer satisfaction maintained at or above benchmark targets (e.g. >4.5/5).
Average cost per repair job within budget benchmarks.
Reduced volume of avoidable complaints and repeat visits.
Compliance with health-related housing standards and legislation.
Productivity and efficiency improvements within DLO operations.
Budget adherence across revenue and capital spend.

What We’re Looking For

Experience & Knowledge

Significant experience leading large-scale, customer-facing repairs and maintenance operations — ideally within housing, construction, or property management.
Strong understanding of housing repairs regulations, disrepair obligations, and compliance standards.
Proven ability to lead operational teams and manage subcontracted services.
Skilled in interpreting data to drive service improvements.
Demonstrated ability to deliver services within budget while achieving high-quality outcomes.
Strong background in complaint resolution and service recovery.

Skills & Qualifications

Excellent leadership, team development, and people management skills.
Confident communicator with ability to engage with a wide range of stakeholders.
High level of commercial and financial acumen.
Strong grasp of health & safety and risk management within repairs environments.
Relevant technical or leadership qualifications (desirable but not essential) such as HNC, NVQ Level 4+, ILM Level 5 or similar.

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Head of Repairs

Job Description - Head of Repairs

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