Nova Facilities Management
Website:
novafacilities.com
Job details:
Role Purpose
To act as the primary point of contact for tenants, managing all maintenance reporting, issue triage, and case progression while ensuring tenants receive timely responses and issues are resolved in accordance with London landlord obligations.
Alongside maintenance intake responsibilities, the role also manages key elements of the tenancy lifecycle, ensuring tenancy agreements, statutory documentation, and notices are issued in full compliance with English housing law.
The role is operationally focused on maintenance management, while maintaining legal compliance over tenancy documentation to protect the business from regulatory and financial risk.
Key Responsibilities
- Tenant Communication Management (Primary Responsibility)
Act as the first point of contact for all tenant enquiries
Manage all tenant communication through COHO
Enforce single-point communication policy
Ensure all communications are logged and auditable
Respond to tenant enquiries in accordance with internal service level agreements
Manage out-of-hours emergency escalation where required
2.Maintenance Intake & Triage (Core Operational Function)
Log all reported maintenance issues in ClickUp
Categorise and prioritise issues using the maintenance severity framework
Identify potential Housing Health and Safety Rating System (HHSRS) hazards
Escalate emergency issues immediately to contractors or management
Ensure tenants receive clear guidance on next steps and timelines
Maintain accurate maintenance case records
3.Maintenance Case Management
Monitor all open maintenance cases daily
Chase contractors and internal teams on unresolved repairs
Ensure repair issues progress within expected timeframes
Provide regular progress updates to tenants
Escalate overdue or high-risk issues to management
Ensure cases are properly closed with documented outcomes
4.Tenancy Lifecycle Support
Draft and issue Assured Shorthold Tenancy Agreements (ASTs)
Manage tenancy renewals, extensions, and statutory periodic tenancies
Implement rent reviews and rent increases in accordance with legislation
Maintain tenancy schedules and renewal trackers
Ensure tenancy records remain accurate and audit-ready
5.Legal Compliance & Documentation
Ensure correct service and recording of required statutory documents including:
6.Prescribed Information
Deposit Protection Certificates
How to Rent Guide
Gas Safety Certificate
EPC
Electrical Safety Report (EICR)
Verify Right to Rent compliance prior to tenant move-in
Issue Section 21 and Section 8 notices where required
Maintain fully compliant tenancy files
Ensure deposit protection deadlines are met
7.Check-In & Check-Out Coordination
Issue pre-move-out guidance at least 30 days before tenancy end
Coordinate check-in and check-out reports
Support end-of-tenancy documentation and deposit deductions
Ensure vacate time compliance (11:00am)
8.Authority Level
Authority to triage and escalate maintenance emergencies
Authority to issue tenancy agreements and statutory notices
Authority to reject incomplete or non-compliant tenancy files
Authority to escalate legal or safety risks to management
9.Key Performance Indicators (KPIs)
Maintenance & Tenant Service (Primary)
Same-day response to emergency maintenance issues
All maintenance cases logged and triaged within SLA
No unresolved priority repairs
Tenants receive clear communication updates
Legal & Compliance (Secondary)
100% legally compliant tenancy files
Zero invalid notices issued
No missed deposit protection deadlines
Location-Fully Remote
Compensation-400USD
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