PPM Administrator

PPM Administrator/Stage 1 Complaints
Permanent
Office based
East London
08:00am till 17:30pm
Paying up to £30.5K per annum

The PPM Administrator plays a key role in supporting the delivery of Planned Preventative Maintenance (PPM) programmes across the housing stock. The postholder will provide administrative and customer-focused support, manage Stage 1 complaints, and assist with operational activities including the delivery of no-access letters to social housing properties. This role requires strong organisational skills, excellent communication, and the ability to deal professionally with residents and internal stakeholders.

PPM Administration

• Provide administrative support to the PPM team to ensure planned maintenance programmes are delivered efficiently and on schedule.

• Maintain accurate records relating to inspections, works orders, contractor appointments, and compliance data.

• Liaise with contractors, surveyors, and internal teams to coordinate appointments and access arrangements.

• Update housing management and asset management systems with relevant information and documentation.

• Prepare reports, correspondence, and schedules relating to PPM activities.

Stage 1 Complaints Handling

• Manage and respond to Stage 1 complaints in line with organisational policies and regulatory timescales.

• Investigate complaints by liaising with residents, contractors, and internal teams to gather relevant information.

• Draft clear, empathetic, and accurate written responses that address concerns and outline resolutions.

• Identify trends and learning points from complaints to support service improvement.

• Ensure all complaint records are logged and updated accurately on the relevant systems.

Resident Engagement & No Access Support

• Assist with the delivery of no-access letters to residents' homes where access has not been gained for inspections or works.

• Engage with residents professionally and sensitively, explaining the purpose of visits and the importance of access.

• Record outcomes of visits accurately and feedback information to the PPM team.

• Support compliance and statutory access requirements by following agreed procedures.