When we complete major works on a home, the job doesn’t end at handover. How we respond to defects, support residents through aftercare, and learn from what went well (and what didn’t) has a huge impact on trust, satisfaction and long term quality. The Defects and Improvements Lead plays a crucial part in getting this right.
In this role, you’ll take ownership of the defects and aftercare process across our Major Works Programme, acting as the main point of contact for residents, Members and internal teams when issues arise. You’ll make sure that concerns are dealt with quickly, professionally and with empathy, coordinating with contractors, consultants and project teams to put things right and prevent repeat issues. Your work will help us close out projects confidently, secure lasting improvements and give residents reassurance that their homes have been finished to the right standard.
You’ll oversee the full journey of a defect, from identifying the root cause to verifying a completed fix. Alongside this, you’ll maintain a clear, accurate register of all defects and trends, using this insight to strengthen standards, improve contractor performance and shape future procurement and design decisions. You’ll also play a key role in embedding lessons learned across the service, making sure we improve the way we build, inspect and manage works over time.
Success in this role relies on a strong blend of technical judgement and people skills. You’ll need to be confident diagnosing issues, challenging service providers, managing expectations and explaining technical matters in a clear, grounded way. Just as importantly, you’ll bring patience, compassion and a genuine commitment to supporting residents through what can often be stressful situations.
If you take pride in raising standards, enjoy solving problems collaboratively and want to help make sure every completed project truly delivers on its promise for residents, we’d be very glad to hear from you.
INFORMATION
Download the Job Description to find out about the role.
Further Information & Assets
Timeline
Closing date: Sunday 10 May 2026
Shortlisting: w/c 18 May 2026
Final and stakeholder panel interviews: between Monday 1 June to Friday 12 June 2026
How to Apply
To make an application, please click on the apply now button below, with the following prepared:
- Your CV (no more than three sides of A4)
- A supporting statement (no more than three sides of A4) that sets out why you think this role is the right move for you and how you meet the knowledge and experience criteria.
Westminster City Council is a member of the Disability Confident Scheme. If you would like to apply under the scheme, please state this clearly at the top of your supporting statement, along with any adjustments you require to be made if invited for interview.
Click here to Apply
Culture and working
environment
Westminster is committed to being an employer where people feel supported, included and able to be themselves. We work hard to create a culture where fairness, accessibility and respect runs through everything we do, and we regularly review workforce data to understand employee experiences and make improvements.
Staff networks add to this culture by giving colleagues a real voice. Whether it’s the ABLE Network for staff with disabilities, the Global Majority Network, or Family Loop, these groups help shape policies, raise awareness and build community across the organisation.
In short: you’ll join a team that genuinely cares about inclusion and is always working to get better.
Employee benefits
Working at Westminster comes with a generous package designed to support your wellbeing inside and outside of work.
Here are some of the highlights:
- Flexible and agile working to help balance work and home life.
- 31 days annual leave plus bank holidays, a birthday day off, and options to buy extra leave.
- 16 paid volunteering hours each year so you can support causes you care about.
- Local Government Pension Scheme, one of the most valuable benefits Westminster offers.
- Interest free season ticket loans for public transport.
- Enhanced parental leave, including 6 months full pay and extra support for premature births. Coaching sessions are also available to help with the transition.
- Cycle to Work Scheme, with savings of up to 44%.
- Discounts platform (Vivup) offering savings across retailers, gyms, leisure and wellbeing products.