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Aftercare Manager (New Homes Development)

Networx Recruitment
Letchworth Garden City, Hertfordshire
Closing date
13 Dec 2021

View more

Residential Development & Construction, Construction, Development / regeneration
Full Time
Organisation Type
Housing association / RP
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Aftercare Manager (New Homes Development)

Location: Letchworth, Hertfordshire

Salary: £33,000 

Contract: Permanent


Closing Date: 13th December 

Interviews will be held on: TBC


Role Purpose

To provide high levels of customer service and aftercare for all development customers and to provide support and information to relevant stakeholders and customers throughout the Defects Liability and Warranty Period.


Making it happen

You will:

  • Manage and monitor defects during the Defects Liability Period on new homes, ensuring that customer reports and complaints are dealt with effectively under settle’s Customer Complaints Procedure and the relevant contract Defects Procedure.
  • Manage and maintain all relevant databases (including QL) relating to defects, providing information on defects management performance of schemes or individual properties to enable monitoring and assessment of contractor and consultant performance.
  • Assist Project Managers in the collating of relevant scheme information from the contractor in preparation for handover (gas certs, electrical certs, building regs sign-offs etc)
  • Participate in the snagging process as and when required.
  • Manage the flow of all necessary information to customers and to internal and external stakeholders during the handover phase of all new properties, ensuring that all customers and stakeholders are familiar with the operation of the new homes to include Familiarisation Visits with customers and internal stakeholders as required.
  • Monitor schemes post completion and make appointments with residents when End Of Defects Inspections are required.
  • Visit resident’s homes along with settle’s Employers Agent, record and monitor the rectification of any works required.
  • Actively pursue the targeted Customer Satisfaction Survey response rate and satisfaction score.
  • Review the Handover Procedure and associated documentation regularly, ensuring that it remains up to date, relevant, and reflects best practice throughout the industry.
  • Liaise with internal colleagues to continually review the defects reporting and monitoring procedure to ensure continuous improvement and update and amend as necessary.
  • Assist in the processing of invoices and purchase orders and provide Administration cover when required.



A basic must!

Able to:

  • Ensure that settle's customer care standards are maintained when dealing with members of the public and internal customers.
  • Have regard for the duty of care of information gained
  • during the course of employment that relates to other employees, the public, contractors, Board Members etc.
  • To work within settle’s standing orders and financial regulations.



Our story

In 2003 the council homes in North Hertfordshire were transferred to a new housing association with the aim of improving tenants’ homes and creating the capability to build more affordable housing.


In 2018 we became settle. The change reflects how we have evolved as an organisation with a clear identity and a passion for delivering more high-quality affordable homes. As the name suggests we want customers to be able to settle – to find somewhere they can establish themselves, create a life, a community and prosper.


Getting the basics right, creating a great customer experience and delivering new homes to meet local needs are what makes settle a great housing association. This doesn’t happen by chance – we focus on neighbourhoods, helping with employment and support and by tackling loneliness.


The commitment, passion and care that our colleagues demonstrate every day is what makes us special. We are proud to work in social housing, we care deeply about the lives of our tenants and how we can help, and we are committed to making settle the housing association in Hertfordshire and Bedfordshire.


What we offer:

  • A competitive salary
  • Generous holiday allowance
  • Stakeholder pension scheme
  • Life assurance
  • Health care cash plan
  • Enhanced maternity, paternity and adoption leave
  • Counselling sessions
  • Training and development opportunities
  • Flexible working
  • Corporate performance pay award
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