Repairs Service Advisor

Employer: Town and Country Housing

Close date: Wednesday 15/04/2026

Role Summary

TCH Repairs provides a repair service to over 10,000 tenants of Town & Country Housing. Your role is to be their first point of contact when they raise a repair, answering calls to the repair helpdesk.

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Role Specific Responsibilities

• Ensure customer contact is achieved within agreed service standards and timescales, including answering telephone calls, responding to repair emails, customer service emails, and webchat enquiries.
• Respond to online customer general and repair enquiries, providing accurate and standardised written responses in conjunction with the Senior Repairs Advisor or Customer Services Manager where required.
• Accurately diagnose repair requests at first point of contact to enable correct logging and appropriate allocation of trade operatives. This includes the mandatory use of video call technology for all emergency repair reports and all Damp & Mould cases to support effective diagnosis, risk assessment, and prioritisation.

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