Repairs Manager (MM1)

BE BOLD, MAKE A DIFFERENCE, SHOW YOU CARE
JOB ROLE PROFILE AND PERSON SPECIFICATION
Post Title and Number: ERD Repairs Manager Post Number: ___
Present Grade: MM1 Dept: Place, Housing and Regeneration____ Service/Section/Team: Repairs and Estates, Enfield Repairs Direct___ ____
Reports to (title): ERD (Operations Manager)____________________________________
Purpose of the Role:
As a middle manager within the Council you will:
• Lead, manage and motivate the team to deliver high performance
• Ensure that corporate/departmental people practices are understood and implemented within your service
• Effectively manage budgets and projects within your service ensuring effective cost management and prioritisation
• Monitor and evaluate your team’s performance and recommend areas for improvement based on evidence
• Coach and support staff to develop
• Recommend areas for service improvement based on relevant data and information
• Communicate effectively with elected members and other partners/stakeholders
• Collaborate constructively with partner organisations and other stakeholders including internal services and colleagues
• Build a culture of trust in your team
As the ERD Operations Manager you will:
Play an active role in the leadership team of the in-house, Direct Labour Organisation (DLO) repairs service. Being responsible for a geographical patch (North or South) across the borough as well as a specialist function;
• Electrical Services- overseeing the safe management of the DLO’s electrical repairs work, or
• Disrepair, PSL and Communal Repairs
Ensuring customer service excellence and achievement of performance KPI targets across the patch
Ensure that the requirement to provide a 24/7 service is effectively discharged including the necessary back up emergency support that may be needed to staff outside normal working hours.
Provide leadership, support and motivation to staff in the DLO ensuring that all staff are recruited, trained, managed, appraised and developed effectively in accordance with Enfield Council policies and procedures.
Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
Actively promotes the work of ERD and works collaboratively with the Neighbourhood Caretaking Managers and the Repairs, Customer Services and Planning Team to ensure a smooth end to end customer journey for users of the repairs service.
Ensure the Health and Safety culture is embodied in the service. Responsible for complying with CDM 2015 and H&S at works act 1974. and any other relevant legislation.
Manage the team to ensure that complex repairs are coordinated and completed with minimum disruption to the residents.
Carry out and co-ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures
Ensure that legislation is complied with in respect of building regulations and statutory obligations

Page 2 of
Job Role Profile and Person Specification Published 18/10/2010
Last revised 3/7/18
Dimensions including Structure Chart:
1. Supports the continuous monitoring, management and control of the ERD revenue budget
2. Structure Chart:

Number of direct reports:
2/ 3 direct reports as per the structure chart above. Overall capacity up to 24 full time posts
The structure is to remain flexible, and to change in line with the wider Council strategy for Repairs and Estate Services.
3. Nature of reporting relationship between post holder and line manager
The post holder will be expected to work independently with supervision via regular 1-2-1 meetings with the line manager.
The post holder will be expected to deputise for the line manager at meetings, which will include high level meetings with local politicians, senior Council officers and senior representatives from external organisations.
The postholder will be responsible for building and maintaining effective relationships with individuals and bodies (internal and external). The list below is not exhaustive:
• Community groups
• Residents
• Formal and informal residents’ representative groups.
• Councillors and Members of Parliament
• Senior officers of the Council
• Officers from various departments: Children’s Services, Adult Social Care, Community Safety Services, Strategic Property Services, Strategy Department, Environment Services and Regulatory Services, Communications
• Third Sector Organisations
• Statutory services
• Regulatory bodies
• Commercial organisations
• Service providers
• Faith groups
• Children and young people
• Schools
The post holder will be required to work with children, young people or vulnerable adults in this section.
4. Any other relevant statistics
The service is created against the backdrop of financial pressures brought about by the Covid-19 pandemic, social housing and housing crises and ever-growing needs of residents.
Key Accountabilities:

Accountabilities
Anticipated level of time
H = High
M = Medium
L = low
1. Ensure that processes and resources are in place to deliver effectively
H
2. Manage and be accountable for the delivery and quality direct delivery DLO covering general building, electrical services as well as a range of other project and other enhanced repairs solutions for more vulnerable residents and in relation to complex disrepair cases for a given patch.
3. Identify and drive quality improvements, promoting and implementing innovative and best practice techniques, reviewing, developing and creating policy, working practices and procedures, managing performance and setting targets for the continued and sustained improvement of quality in these areas covering short to medium term activity, in order to ensure a high quality, fully legislatively compliant service. This will include the monitoring and reporting on the achievement or otherwise of all relevant SLAs and KPIs.
4. Coach and develop Repairs Supervisors ensuring their focus on both customer service and contract KPI performance, actively coaching and building the capacity of the in-house workforce.
H H
M
5. Ensure the service is operational 7 days a week, 24 hours a day
providing an effective and efficient emergency out of hours service.
H
6. Lead regular toolbox talks and ensure meaning communication and
engagement with the trade operatives ensuring their insights and feedback is heard and is feeding the cycle of continuous improvement
H
7. Ensure regular monitoring and updating of operational risk
assessments ensuring that these are understood and monitored across the service to ensure of residents, colleagues and others health and safety is our number one priority.
M
8. Provide effective performance management of your direct reports. Set measurable targets for staff, monitor implementation and ensure early action is taken if performance is falling short of objectives.
9. Work in a collaborative manner with other teams, to ensure compliance in repairs and maintenance
10. Identify and addressing development needs to ensure the right people with the right skills deliver services to residents
11. Attend meetings and present reports on operational areas of responsibility. Ensure the reporting mechanisms on key performance indicators are carried out in accordance with agreed requirements
M M
H
12. Ensure that all resident, public and member enquiries and complaints
received are responded to and matters resolved end to end; escalate as appropriate
M
13. Visits and inspections of premises may involve high risk environments
and may be exposed to conflict and aggressive situations. The post holder will be expected to use their training and skills to ensure the safety of themselves and others.
H
14. Adhere to safe working/health and safety practices in a role that
carries significant out of office/lone work.
M
15. Provide project management for creative, development and capital
projects, taking projects from ideas stage through to initiation and completion, ensuring all projects contribute financially, for the benefit of the local community and achieving the highest quality standards. Continuously improve the service provision, adapt, learn, change as required
M
16. Monitor contracts and provide a strong client function to ensure that
the required levels of performance and contract compliance is met through the use of SLAs & KPIs, ensure that the safeguarding of staff, visitors and contractors is maintained at all times.
H
17. Any other duties reasonably requested by management
M
18. Carry out all accountabilities in compliance with the Council’s Policies
and Procedures
H
Key Relationships (Internal and External):
National/regional
Community organisations, third sector organisations, statutory services, regulatory bodies, agents, promoters, external funding bodies and initiatives, Local Authority networks, Registered Providers, Councillors and Members of Parliament, contractors and service providers.
Local:
Local community organisations and support groups, the general public, community and representatives, schools, faith groups, nurseries, youth groups, commercial organisations, groups and individuals, registered tenants’ association, residents’ representative bodies such as but not limited to Housing Advisory Group, Leaseholder Forum, Customer Voice, tenant management organisations
London Borough of Enfield:
To provide information and promote commercial and partnership opportunities in community venues with officers of Children’s Services, Adult Social Care, Community Safety Services, Strategic Property Services, Strategy Department, Environment Services and Regulatory Services, Communications. To assist with co-ordination of joint Initiatives. To link with officers in Finance, HR, Procurement, Payroll, Payments Team, Legal, Health and Safety, Strategic Property and Communications to ensure the smooth running of the service.
Equality and Diversity:
The Council has a strong commitment to achieving equality in its service to the community and the employment of people and expects all employees to understand, comply with and promote its policies in their own work.
Health and Safety:
The post holder shall ensure that the duties of the post are undertaken with due regard to the Council’s Health and Safety Policy and to their personal responsibilities under the provisions of the Health and Safety at work Act 1974 and all other relevant subordinate legislation.
For a more detailed definition of these responsibilities, refer to the current versions of the Corporate Health & Safety Policy, Group Safety Policy and employee information leaflet entitled "Health & Safety Policy; Guidance on Staff Health & Safety Responsibilities".
Corporate Health and Safety Responsibilities
All employees have personal responsibilities to take reasonable care for the health and safety of themselves and others. This means:
1. Understanding the hazards in the work they undertake;
2. Following safety rules and procedures;
3. Using work equipment, personal protective equipment, substances, and safety devices correctly; and
4. Working in accordance with the training provided and only undertaking tasks where appropriate training has been received.
Employees shall co-operate with the Council by allowing it to comply with its duties towards them. This requires employees to:
• take part in safety training and risk assessments and suggest ways of reducing risks; and
• take part in emergency evacuation exercises.
Employees shall report all accidents, ‘near miss’ incidents and work-related ill health conditions to their manager/supervisor/team leader.
Employees shall read the Corporate Health & Safety – Organisation Part B Policy to ascertain and understand their responsibilities as an employee, line manager, Assistant Director or Director of the Council.
Information Security:
In order to protect the confidentiality, integrity and availability of Council information, including information provided by customers, partner organisations, and other third parties, where applicable, employees will comply with the Council’s Information Security Policy.
Statement of Commitment to Safeguarding of Children and Vulnerable Adults through safer employment practice:
Enfield Council is committed to safeguarding and promoting the welfare of children and vulnerable adults. Safe recruitment of staff is central to this commitment, and the Council will ensure that its recruitment policies and practices are robust, and that selection procedures prevent unsuitable people from gaining access to children, young people and vulnerable adults. All staff employed to work with or on behalf of children and young people in the Council must be competent.
All staff working with Children & Vulnerable Adults should be aware of and share the commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults when applying for posts at Enfield Council.

Page 5 of 10
Job Role Profile and Person Specification Published 18/10/2010
Last revised 24/9/20
PERSON SPECIFICATION
Job Title: Enfield Repairs Direct- Repairs Manager Grade: MM1
Department: Housing and Regeneration, Housing Services Team: Repairs and Estate Services


HOW TESTED Application – A Test – T Interview – I
Job Specifics – Skills, Experience, Knowledge & Abilities
Essential:
1. Ability to engage, coach and motivate teams and set clear targets and expectations
2. Evidence of high levels of customer service and satisfaction
3. Experience of successfully managing performance and providing clear constructive feedback
4. Experience of successfully implementing plans and projects to time and budget
5. Ability to effectively plan and manage budgets and resources
6. Demonstrates a good understanding of the political structure and role of elected members
7. Ability to work collaboratively both with own service and across other services
8. As a regular and intrinsic part of this role required you to speak to members of the public in English, the ability to converse at ease, politely and courteously with customers and provide advice in accurate spoken English is essential and consistent with the requirements of this role
9. Experience managing a high performing responsive repairs contract, responsible for commercial and service quality objectives
10. Experience in implementing new ways of working to deliver continuous service improvement
11. Experience of and understanding of the importance of involving residents in management decisions and service delivery
12. Knowledge of underlying health and safety and residents’ safety regulations and other regulatory principles
13. Experience of working in face-paced environment, with many competing priorities
14. Ability to risk asses and make decisions
Desirable:
15. Experience of managing projects
16. Experience of working in a political environment
A/I/T
A/I
Behaviours
Appropriate behaviours are key to the delivery of our vision for Enfield.
We want staff who will work collaboratively, flexibly and constructively, and exhibit this ethos in all their dealings with residents, colleagues and partners. Our leaders will be exemplars of the following behaviours and encourage them in staff at all levels;
Take Responsibility
We want staff who are willing to make decisions and be accountable for them. Staff should have a positive can-do attitude where they see problems as challenges which can be overcome. They should accept responsibility for service delivery, be clear about their service offer and deliver what they promise.
Open, Honest and Respectful
We want staff who are comfortable and confident to acknowledge the difficulties and the barriers they face. They should also be able to constructively challenge the way things are done where there is evidence that it impedes service delivery. Challenge should be conducted in a professional, courteous manner with the aim of reaching a mutually agreeable resolution.
Listen and Learn
We want staff who are prepared to actively listen and reflect on customer concerns with a view to understanding the customer’s point of view. Staff should be able to receive constructive criticism and be prepared to adapt the way they operate and deliver services where appropriate.
Work Together to find solutions
We want staff who can work collaboratively with other departments and partners, freely sharing their knowledge and skills to identify solutions to address customer concerns.
Candidates: Please ensure you address these behaviours in your responses to the essential (and desirable if applicable) criteria above.
A/I/T
Competencies:
Candidates: Please ensure you address these competencies in your responses to the essential (and desirable if applicable) criteria above.
1. Customer focus
2. Deliver service performance
3. Focus on continuous improvement
A/I/T

4. Political awareness and context

Qualifications & Professional registration criteria
Candidates: Please ensure you address these qualifications in your responses to the essential (and desirable if applicable) criteria, you will be expected to meet these requirements of the role and they will be explored with you at interview.
1. Driving Licence
2. A relevant trade-based qualification or extensive experience in a responsive repairs contract management environment
3. RICS / CIOB (desirable)
I
Special requirements
Candidates: Please note you will be expected to meet these requirements of the role and they will be explored with you at interview.
1. Ability to participate in an on-call rota providing a service 24 hours a day 365 days a year
2. The ability to attend evening and weekend meetings when required
3. ERD Services is to work flexibly ensuring the needs of the wider community are met week and provide emergency response, detail to be determined as required by service teams’ need and in cognisance of individual circumstances.
4. Enhanced DBS check
I

Page 8 of 10
Job Role Profile and Person Specification
Published 18/10/2010
Last revised 24/9/20

Lead and manage all activities related to housing disrepair, Housing Health and Safety Rating System (HHSRS) compliance, and the diagnosis, remediation and prevention of damp and mould.

The role ensures legal and regulatory compliance, protects tenant health and safety, and delivers high-quality, timely repairs and preventative strategies across the housing portfolio, including full compliance with Awaab’s Law and associated regulatory requirements.

1. Disrepair Management
* Lead the end-to-end management of housing disrepair cases, including pre- and post-litigation processes
* Act as the primary liaison with legal teams, surveyors, and external stakeholders
* Ensure timely responses to claims, minimising financial exposure and reputational risk, and ensuring adherence to statutory response times under Awaab’s Law where applicable
* Attend court proceedings and represent the Council alongside legal services
* Monitor trends and implement proactive measures to reduce disrepair cases

2. HHSRS Compliance
* Oversee inspections and risk assessments in line with HHSRS requirements
* Ensure properties meet statutory health and safety standards
* Develop and implement action plans to mitigate identified hazards
* Ensure alignment between HHSRS assessments and Awaab’s Law, particularly in relation to damp, mould, and excess cold
* Maintain accurate compliance records and reporting frameworks

3. Damp & Mould Strategy and Delivery
* Lead the Council’s approach to diagnosing, managing, and preventing damp and mould
* Ensure timely investigation of reported cases and delivery of effective remediation works
* Promote a zero-tolerance approach to damp and mould risks
* Ensure full compliance with Awaab’s Law, including prescribed timescales for inspection, reporting, and remediation
* Develop long-term prevention strategies, including asset improvements and tenant engagement
* Work collaboratively with residents to address causes, including behavioural and structural factors

4. Operational Management

Manage internal teams, contractors, and consultants delivering inspection and repair services.

Set performance targets and monitor service delivery against KPIs.

Ensure works are delivered on time, within budget, and to required quality standards.

Drive continuous improvement across repair and maintenance services.

5. Tenant Engagement & Safeguarding

Ensure a customer-focused approach, prioritising vulnerable tenants.

Handle escalated complaints and sensitive cases with professionalism and empathy.

Work collaboratively with housing, safeguarding, and support teams.

6. Data, Reporting & Governance

Maintain robust data systems to track cases, risks, and outcomes.

Provide regular reports to senior leadership on performance, risks, and compliance.

Support audits, inspections, and regulatory reviews.

7. Financial & Risk Management

Manage budgets related to disrepair, compliance works, and damp & mould remediation.

Identify cost-saving opportunities while maintaining service quality.

Mitigate legal and operational risks through proactive management.

Shape

Person Specification

Essential Experience:

Proven experience in managing housing disrepair cases and legal processes.

Strong knowledge of HHSRS and housing legislation.

Experience in diagnosing and managing damp and mould issues in residential properties.

Experience managing contractors and multi-disciplinary teams.

Skills & Knowledge:

Excellent understanding of building pathology and repairs.

Strong project and programme management skills.

Ability to interpret legal and technical information.

Excellent communication and stakeholder management skills.

Strong analytical and problem-solving abilities.

Qualifications:

Relevant professional qualification (e.g., building surveying, construction, or housing).

Membership of a relevant professional body (e.g., RICS, CIOB) is desirable.

Shape

Key Competencies

Leadership and team management

Risk management and decision-making

Customer focus and empathy

Attention to detail and compliance

Strategic thinking and continuous improvement

Shape

Additional Information

The role may require site visits and occasional out-of-hours work.

A full UK driving licence may be required.

Shape

Success Measures

Reduction in disrepair claims and associated costs

Compliance with HHSRS standards

Improved response times for damp and mould cases

High levels of tenant satisfaction

Strong audit and regulatory outcomes

Compliance within AWAAB’s law.