Title: Work Planner Complex Case team
Contract Type: Permanent Full time 35 hours per week
Salary: £34,381 per annum (London weighted salary) or £30,386 per annum (Regional salary)
Grade: 6
Reporting Office: London, Stratford or Manchester, Trafford
Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Closing Date: 5th November 2026 at 11pm
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. L&Q reserves the right to not progress applications for candidates who have had one unsuccessful application/interview process with L&Q for the same or similar role in the previous 12 months.
Benefits 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 many more…
Please click here for the role profile - Complex Case Work Planner Role Profile.pdf
Join our Maintenance Complex Work Team at L&Q:
L&Q is one of the UK’s largest housing associations and providers of social and affordable homes. We house around 250,000 people primarily across Greater London and Greater Manchester. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.
We have an exciting opportunity for a Complex Works Planner to join our Property & Investment Team, where you will play a key role in providing high-quality planning and coordination support for Complex Works. This is an opportunity for an experienced planner to manage complex planning queues and work orders while ensuring that high-risk, complaints, disrepair, aids and adaptations, and vulnerable resident cases are prioritised.
This is a chance to play a vital role in the maintenance of homes requiring some of our most complex repairs and interventions. Your work will directly contribute to service excellence, operational efficiency, and value for money for our residents.
You will report to the Senior Customer Resolution Officer and be part of the Complex Works Spoke within the Property & Investment Team.
Your impact in the role:
- Be responsible for coordinating the planning and scheduling of Complex Works Maintenance Technicians undertaking complex repairs across the L&Q estate.
- Ensure that residents receive an excellent service and that maintenance issues are resolved in line with service level agreements (SLAs).
- Manage technicians' diaries and schedules to ensure jobs are completed in a timely manner and with a right-first-time approach.
- Coordinate and arrange follow-on works to ensure an efficient and seamless service.
- Accurately log data and case notes on internal systems to support effective communication and smooth handovers.
- Prioritise and schedule emergency repairs, demonstrating excellent organisational and time-management skills.
- Monitor emails and adhere to SLAs, escalating any issues or risks to your line manager or supervisor as appropriate.
- Share relevant information with all stakeholders in a timely and professional manner.
What you'll bring:
- Demonstrable experience of planning, scheduling, work allocation, or operational administration within repairs, maintenance, housing, property services, facilities management, or a similar customer-facing environment.
- Sound understanding of repairs, maintenance, and complex works processes, including follow-on works, access issues, contractor coordination, service standards, health and safety requirements, and the impact of delays on residents.
- Strong organisational and prioritisation skills, with the ability to manage competing demands, urgent cases, deadlines, and changing operational priorities.
- Excellent written and verbal communication skills, with the ability to provide clear updates to residents, colleagues, contractors, and stakeholders, while maintaining accurate records and system notes. Experience working with operatives, supervisors and surveyors is desirable.
- Proficient in the use of scheduling, case management, CRM, repairs, and workflow management systems, as well as Microsoft Office applications, including Outlook, Word, and Excel. Use of Total Mobile is desirable.
- Commitment to delivering excellent customer service, with an understanding of resident vulnerability, safeguarding, equality, diversity and inclusion, and the ability to adapt communication and support to meet individual needs.
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
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. Our purpose is simple – to provide social homes and landlord services that everyone can be proud of.
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.
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 values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q – click here to read more.
At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.
When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here.
Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Click here to find out more about L&Q and why you should join us!