When major works finish on a home, residents want reassurance that any issues will be handled quickly, carefully and with real attention to detail. The Defects and Improvements Officer helps make that happen. It’s a role for someone who genuinely enjoys solving problems, supporting people and keeping things moving so residents feel heard, respected and confident in the service they receive.
In this role, you’ll be the first point of contact for residents reporting defects during the aftercare period. You’ll listen, gather information, and coordinate with contractors, project teams and colleagues to make sure issues are diagnosed properly and resolved as soon as possible. You’ll help manage snagging inspections, keep residents updated, and make sure communication stays clear, compassionate and consistent from start to finish.
You’ll also play an important part behind the scenes. You’ll track and monitor defects, keep accurate records, update performance trackers, and contribute to dashboards and reports that help the wider service understand what’s happening on the ground. Your work will help identify patterns, highlight risks and feed into improvements that reduce repeat issues and raise overall quality. You’ll collaborate closely with the Defects and Improvements Lead, supporting the smooth running of the whole service and helping embed a more coordinated and proactive approach.
We’re looking for someone who brings energy, patience and strong communication skills. You’ll need to feel comfortable working with contractors and technical colleagues, but also able to explain things simply to residents who may be stressed or unsure what to expect. Good organisation will be essential, as you’ll be managing multiple cases at once, often with tight timescales. An interest in housing, repairs or construction would be helpful, but just as important is your ability to stay calm, think clearly and keep people informed.
If you’re someone who takes pride in resolving issues, enjoys helping residents feel supported, and wants to be part of a team committed to improving the way we deliver for our communities, we’d be happy 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.