Job Description

Title: Case Manager
Contract: Fixed Term Contract until September 2026
Hours: Full-Time, 35 hours per week
Salary: 35,951 per annum to 39,531 per annum dependant on experience
Grade: 7
Reporting Office: Stratford, London
Persona: Agile Worker: 20% - 40% of contractual hours to be
worked from reporting office/working location (hybrid working)
Closing date for completed applications: 6th November 2025 at 11 PM
Interviews will be tentatively conducted on 14th November 2025
include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and ...
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
Join our B2B Hub Team at L&Q!
Are you ready to take ownership of complex cases and lead service delivery from start to finish? This is your opportunity to join a newly formed team at L&Q supporting our strategic relationship with Metra Living.
As a Case Manager, you'll oversee the end-to-end management of repairs and service requests, ensuring timely resolution, excellent communication, and continuous improvement. You'll play a key role in maintaining service standards and supporting both our Relationship Manager and Contact Handlers.
You'll report to the Head of Managing Agent Relationships and work closely with the wider B2B Hub and operational teams.
If this sounds like you, we would love for you to apply!
Your Impact in the Role:
Main Duties include

• Maintain oversight of open and high-priority cases
• Intervene to resolve complex or overdue issues
• Support Contact Handlers
• Coordinate communications with clients and residents
• Ensure repairs are completed and documented accurately
• Log and track follow-up works
• Perform quarterly reconciliations and audits
• Drive continuous improvement and SLA compliance

Key Relationships:

• Work closely with our Relationship Manager, Contact Handlers and operational teams
• Liaise with Metra Living and internal departments to ensure smooth service delivery

How You'll Help Achieve Departmental Goals:

• Ensure timely and high-quality resolution of cases
• Support team performance and service consistency
• Identify and resolve process bottlenecks
• Maintain accurate records for reporting and cost recovery

What you'll bring:
Essential:

• Experience in customer-focused services within housing or repairs
• Strong verbal and written communication skills
• Ability to coach and mentor frontline staff
• Skilled in using IT systems and producing accurate reports
• Analytical mindset with awareness of financial impacts
• Ability to work collaboratively in a fast-paced, target-driven environment

Desirable:

• Experience in process improvement and SLA monitoring
• Familiarity with reconciliation and audit practices

We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.
About L&Q:
We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South-East and North-West of England.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate , which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click to read more.
If you require any reasonable adjustments at any stage during this process, including application stage, please email
At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.
Click to find out more about L&Q and why you should join us!

Skills Required