Complex Case and Voids Property Manager

This job has now expired
Westminster, London
£36,781 rising to £40,250 after probation

The Church of England Pensions Board is a statutory charitable body, which looks after the welfare of those who retire from the stipendiary ministry of the Church of England, and their widow/er(s) and dependants by the provision of pensions grants and retirement accommodation.

The Board’s large Housing Department administers the provision of retirement housing for eligible clergy and their spouses in the form of mortgage loans, rented property, shared ownership and supported Housing.

As Complex Case and Voids Property Manager, you will deliver a customer focused and effective property and asset management service that meets the diverse needs of our residents across the rental portfolio.

You will work collaboratively with business partners and other professionals including maintenance partners, to ensure value for money and quality accommodation that meets decent homes standards, managing works within an annual budget of around £3m.

To be successful, you will need a good and clear understanding of customer service and property maintenance with experience of managing works within occupied housing. An innovator and a problem solver, you will have strong technical knowledge of construction and maintenance works with an engaging and collaborative approach and the ability and motivation to achieve priorities on time and on budget.

Our properties are located throughout England and Wales.  Although this role will be based in our Westminster Office, you will be expected to visit residents in their homes, undertake inspections of properties and supervise the works of contractors and consultants. In order to undertake visits, you will need to work flexibly and on occasion, may need to stay overnight away from home. 

You will receive an essential taxable/non-pensionable car user allowance to the maximum value of £300/£3,600 monthly/annually. Additionally, a business mileage allowance will be provided in accordance with published HMRC statutory business mileage allowance rates.

First stage interviews will be held W/C 7th Oct 2019. Second stage interviews will be held W/C 28th Oct 2019.

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.

The Role:


The Church of England Pensions Board makes sure that those who have served or worked for the Church of England have a secure retirement. It currently runs 3 separate pension schemes with over 30,000 members for over 250 employers.

We also provide and maintain housing a range of housing options for retired clergy  and eligible family members on both a rented and a shared ownership basis. Housing is primarily provided through;

  • rented properties located around England and Wales
  • supported living homes located in 7 schemes around England
  • shared ownership homes

Our core objective is to provide quality retirement housing while demonstrating good value for money

Main Duties and Responsibilities 

  • The post holder will be required to work within both the Property Services Team and Housing Operations Team.
  • Within the property services team the post holder will be allocated complex cases which require investigation and resolution. Cases will be allocated by the Property Services Manager and are likely to include complex or multi-part building defects or disrepair matters. The post holder will be required to liaise with the current resident to understand the matters, visit the resident in their home to investigate the matters and to understand more fully the needs of the resident. The post holder will instruct and supervise as required specialist consultants to undertake investigations and to appoint relevant contractors to deliver the works. During the course of the works the post holder will oversee the works and update residents as to the progress of the works and provide support during the works. Working with specialist consultants the post holder should ensure works meet the relevant quality standards
  • Within the Operations team the post holder will support the management of refurbishment of our empty properties through our third party maintenance provider to ensure they meet our lettable standards on time and within agreed budget as set down in the relevant policies and processes agreed. It is anticipated that this will be undertaken primarily as an office based function through the review of survey data provided by external consultants with some on site inspections being undertaken for more complex matters to enable the scope of works to be developed and confirmed, and visiting properties as part of the handover process.
  • Working in conjunction with residents, other staff members, surveyors and contractors as required to investigate and resolve complex repair or major works related queries or complaints within occupied homes. Respond to and provide updates to residents as applicable on matters being investigated.
  • Instruct as applicable relevant consultants/surveys. As applicable ensure the consultant has sufficient background information and is fully briefed as to the term of their appointment including relevant timescales.
  • Manage, direct and work with external consultants to determine scope of works and to enable instruction of the appropriate works contractor(s). Work with external consultants as appropriate to ensure compliance with relevant health and safety regulations including asbestos and the Construction (Design and Management) Regulations.
  • For works within occupied homes, work with the residents (or their nominated representative) and other relevant Pension Board officers to agree how works are to be undertaken and that appropriate support is provided during the works. On some occasions this may include temporary or permanent rehousing. 
  • Review cases to identify relevant risk attached to the case. Risks may include (but not be limited to); Health and Safety, disruption to residents, financial, reputation or non compliance with the law/good practice. 
  • Work in partnership with appointed works service providers to deliver a first class, quality service to customers whilst maintaining best practice and value within both void and occupied homes.  
  • Review preliminary documents and schedules of works and photographs provided the appointed surveyor to ensure that works identified reflect our lettable standard and include OT recommendations, or address the matters being considered within complex cases as relevant.  
  •  Liaise with relevant parties to feedback any required amendments to the schedules of work provided to ensure our empty properties meet the needs of our customers
  • Agree and sign off schedules of work having checked costs, variation orders and extra works orders submitted by service providers in accordance with the pre-agreed schedule of rates costs, or tender rates as applicable.
  • Track and maintain records of expenditure incurred, costs committed and forecast costs to be incurred against budgets. Provide regular reports.
  • To support the active management and monitoring of value for money, performance and quality standards reviewing the effectiveness of refurbishment works in order to promote continuous improvement
  • Contribute to contract management with service providers to build effective partnering relationships, raising issues and concerns in a constructive manner. For some works the post holder may be required to act as the client representative (or similar) under the terms of the contract.
  •  Attend site to take handover of properties from surveyors and contractors as required, checking items against the schedule of work and to arrange for defects to be remedied in good time and to ensure the issue of relevant contract documents (such as certificate of practical completion).
  • Maintain accurate records on our empty property programme ensuring this is always kept up to date and accessible and when applicable relevant performance indicators are maintained and complied with.
  • Ensure information on works completed is uploaded to relevant record systems within the organisation to inform future compliance related inspections and future planned maintenance requirements.
  • Assist, as required, with the general works of the Property team, to manage seasonal peaks in workload, such as responding to emergency matters.
  • The organisation will be implementing a new housing management system over the next 24 months. The post holder will contribute towards the development and implementation of the system including ensuring full use of the system within their area of works to provide greater collaborative working and accurate records of contracts with customers, works planned or undertaken to the property and greater ease of ensuring visibility of compliance related data.
  • The post holder will be required to visit occupied properties to investigate matters and to work with and support residents before and during works. Properties are located around England and wales. The post holder will also be required to visit void properties on occasion and to undertake quality checks of the works.


Proven Ability Knowledge and Experience:

  • Knowledge and experience of managing works within occupied housing (essential) and a knowledge and understanding of older persons/Retirement Housing (desirable)
  • Strong technical knowledge of construction and maintenance works within a housing setting and the ability to make informed decisions based upon specialist information provided by others
  • Good understanding of building defects and remedies
  • Experience of delivering  a customer focused service
  • Experience of engaging with residents and providing support to during the delivery of works
  • Genuine skills in engagement and communication including negotiation and persuasion.
  • IT Literate with previous knowledge in Microsoft products and database systems (essential) – SAP (desirable).
  • Strong understanding of Health and Safety and Compliance regulations within a construction and housing setting including an understanding of the Housing Health and safety Rating System (HHSRS)
  • Experience of void refurbishment works

Personal Attributes:

  • Ability to work with minimal supervision, whist being organised and self-disciplined.
  • Excellent people skills
  • Flexible and approachable with an attention to detail
  • Confident and responsible, making decisions and being accountable
  • Ability to cope with competing deadlines, to prioritise and set targets, working in a structured manner
  • Be self-motivated, have initiative and a record of achieving agreed objectives within time and resource constraints.
  • Adaptable and innovative and a problem solver
  • Ability to relate well to a variety of people and create, maintain and enhance working relationships.
  • Willing to learn new concepts and open to change


  • Minimum requirement: Intellectual capacity associated with either studies to ‘A’ level standard
  • An appropriate  construction related qualification (e.g. HND in construction, or degree) or relevant construction related experience.

Travel and flexible working

Properties are distributed throughout England and Wales. The role will be based in our Westminster Office. However the post holder will be expected to visit residents in their homes, undertake inspections of properties and supervise the works of contractors and consultants. The post holder will need to work flexibly to undertake visits and on occasion may need to stay overnight away from home. 



  • Previous experience in a housing/charity environment.

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.

*Where applicable depending on post requirements.