When we complete major works on a home, the job doesn’t end at handover. How we respond to defects, support residents through aftercare, and learn from what went well (and what didn’t) has a huge impact on trust, satisfaction and long term quality. The Defects and Improvements Lead plays a crucial part in getting this right.
In this role, you’ll take ownership of the defects and aftercare process across our Major Works Programme, acting as the main point of contact for residents, Members and internal teams when issues arise. You’ll make sure that concerns are dealt with quickly, professionally and with empathy, coordinating with contractors, consultants and project teams to put things right and prevent repeat issues. Your work will help us close out projects confidently, secure lasting improvements and give residents reassurance that their homes have been finished to the right standard.
You’ll oversee the full journey of a defect, from identifying the root cause to verifying a completed fix. Alongside this, you’ll maintain a clear, accurate register of all defects and trends, using this insight to strengthen standards, improve contractor performance and shape future procurement and design decisions. You’ll also play a key role in embedding lessons learned across the service, making sure we improve the way we build, inspect and manage works over time.
Success in this role relies on a strong blend of technical judgement and people skills. You’ll need to be confident diagnosing issues, challenging service providers, managing expectations and explaining technical matters in a clear, grounded way. Just as importantly, you’ll bring patience, compassion and a genuine commitment to supporting residents through what can often be stressful situations.
If you take pride in raising standards, enjoy solving problems collaboratively and want to help make sure every completed project truly delivers on its promise for residents, we’d be very glad to hear from you.
Closing date for applications: Sunday 10th May 2026
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