Group Maintenance Manager

Department: Property Services / Asset Management
Location: London portfolio, with regular travel across sites
Reports to: Housing Director
Salary: £40,000 to £45,000 per annum (OTE £50,000, bonus and KPIs to be agreed)
Hours: Monday to Friday, 9am to 6pm
Vehicle: Company fleet vehicle for site visits

Works closely with: Regional Managers, maintenance office staff, Asset Management and Caridon Build
Direct reports: Maintenance Operatives and maintenance office staff, with responsibility for coordinating external contractors

Job purpose

The Group Maintenance Manager is responsible for the effective day-to-day delivery of responsive repairs, void works, planned maintenance and property improvement projects across the portfolio. Working alongside the Regional Manager and reporting to the Housing Director, the postholder will lead maintenance operatives and office staff, maintain high standards of workmanship and safety, improve productivity, control costs and ensure properties are completed to the required standard and within agreed timescales.

The role requires a practical, hands-on manager who can diagnose maintenance problems, organise people and resources, challenge poor performance, coordinate contractors and take ownership of issues through to completion.

Key responsibilities

• Work alongside the Regional Managers to manage Maintenance Operatives and maintenance office staff, reporting to the Housing Director and ensuring clear accountability across the team.
• Manage the day-to-day delivery of responsive repairs, emergency and out of hours works, ensuring jobs are prioritised, allocated effectively and completed within agreed service levels and timescales.
• Conduct weekly spot visits to assess workmanship, efficiency, timekeeping and compliance with agreed standards. Address concerns promptly and arrange follow-up inspections where required.
• Attend properties to investigate, diagnose and troubleshoot maintenance issues, taking a practical, hands-on approach where necessary and identifying when specialist support is required.
• Support maintenance administrators with job allocation, practical solutions, material requirements and realistic completion times. Ensure diaries remain productive and are adjusted promptly when priorities or circumstances change.
• Contact operatives daily to monitor progress, attendance and timekeeping, resolve obstacles and keep jobs on schedule.
• Review upcoming schedules with the team at the end of each week, confirming priority work orders, appropriate time allocations, materials and access arrangements.
• Ensure CRM and maintenance system records are accurate and updated promptly, including completion notes, photographs, outstanding works and reasons for delay. Ensure the office team follows up actions and keeps records current.
• Check and sign off larger maintenance jobs and completed void works before they are marked complete, confirming that the agreed scope, workmanship and lettable standards have been met.
• Oversee void turnaround, working closely with Caridon Build and the relevant teams to prepare operative schedules, resolve delays and support timely completion. Attend weekly void calls and report on London portfolio performance.
• Prepare detailed scopes of work and material lists where required. Develop proposals for larger or recurring communal maintenance issues, including recommended works, estimated costs and timescales. Following approval, coordinate delivery and report progress.
• Manage external contractors and service providers, including appointment, instruction, access, cost, progress, workmanship and final sign-off. Escalate poor performance and ensure work is delivered safely and in line with the agreed scope and timescale.
• Manage the inventory stock room, ensuring materials are signed in and out, stock records are accurate and supplies are replenished. Ensure operatives' vans contain suitable tools and commonly used materials to reduce avoidable trips and lost working time.
• Order materials and arrange required services, obtaining director approval before committing to significant expenditure and checking that costs represent value for money.
• Provide weekly operational reports to senior management covering reactive repairs, void works, completed jobs, outstanding issues, delays, contractor performance and progress against agreed actions.
• Conduct monthly one-to-one meetings with operatives and maintenance office staff, reviewing performance, identifying inefficiencies, agreeing improvement actions and sharing outcomes with senior management. Manage performance concerns alongside the Regional Manager.
• Monitor safe working practices, address concerns promptly and identify training or equipment needs. Ensure work is carried out within the team's competence and that specialist assistance is obtained where necessary.
• Work with Asset Management on property condition, recurring defects, planned works and practical maintenance requirements. Contribute to longer-term maintenance planning and opportunities to improve property condition.
• Support statutory maintenance and building safety requirements by coordinating relevant repairs and remedial works, maintaining accurate records and progressing actions arising from inspections and Fire Risk Assessments with the appropriate compliance lead.
• Resolve escalated maintenance issues and complaints, keeping residents, local authorities, housing partners and internal stakeholders appropriately informed about repairs and expected timescales.
• Travel regularly across the London portfolio to inspect work, support operatives and office staff, meet contractors and resolve site issues.

Skills, experience and personal qualities

• A firm, confident manager who can hold people accountable and challenge poor workmanship, inefficient working and unacceptable timekeeping professionally.
• Highly organised, with the ability to structure workloads, set clear priorities and help others maintain productive schedules.
• Strong attention to detail and a clear understanding of acceptable workmanship, finishing standards and property lettability.
• Broad practical knowledge of property maintenance, with the ability to diagnose faults, identify effective solutions and assist on site when required.
• A sound understanding of realistic task durations, resource planning and the management of work against agreed targets.
• Experience managing maintenance teams, office staff and external contractors, including addressing performance issues and following improvement actions through to completion.
• Clear communication skills and the confidence to give instructions, provide constructive feedback and escalate concerns appropriately.
• Commercial awareness, including assessing material costs, contractor quotations, expenditure and value for money.
• Practical understanding of safe working practices, maintenance obligations and the limits of the team's competence.
• Confident using IT, CRM and maintenance management systems, maintaining accurate records and producing clear operational reports.
• A proactive approach, taking ownership of problems and ensuring actions are completed rather than simply passed on.
• A full UK driving licence and willingness to travel regularly across the London portfolio.

Qualifications and experience

Essential

• Extensive experience managing repairs and maintenance within social housing, supported housing, residential property or a local authority environment.
• Relevant practical experience in building maintenance, construction or a related property discipline.
• Experience managing contractors, maintenance budgets or expenditure, and void property works.
• Knowledge of landlord and tenant responsibilities, health and safety requirements, and relevant maintenance and building safety obligations.
• Full UK driving licence.
• Financial oversight, with a good understanding of pricing and cost savings.
• Proficient in IT, CRM and maintenance management systems.

Desirable

• Relevant construction, building maintenance, surveying or property qualification.
• IOSH Managing Safely or equivalent; NEBOSH, SMSTS or a site management qualification would be advantageous.
• Experience of planned preventative maintenance, cyclical works, compliance programmes and housing or CAFM systems.
• Awaab's Law training.

How performance is measured

Performance will be assessed against agreed targets and the quality and reliability of operational reporting, including:

• Responsive repairs completed within agreed timescales.
• Void works completed and properties signed off in line with agreed turnaround targets and lettable standards.
• Quality of completed work, inspection outcomes and reduction in repeat repairs.
• Operative productivity, timekeeping, diary management and accuracy of CRM updates.
• Contractor performance, completion times, workmanship and adherence to agreed costs.
• Maintenance expenditure managed within approved limits, with appropriate approval for significant commitments.
• Outstanding actions, delays and remedial works tracked and progressed to completion.
• Health and safety concerns and compliance-related maintenance actions escalated and completed within agreed timescales.
• Completion of monthly one-to-ones, performance reviews and agreed improvement actions.
• Accurate and timely weekly reports to senior management.

Core competencies

Leadership and accountability; planning and organisation; practical problem solving; decision making; quality assurance; commercial awareness; health and safety awareness; contractor and stakeholder management; clear communication; and continuous improvement.