Complaints Officer

Purpose of the role

To provide experienced interim cover for our housing complaints team, investigating and responding to Stage 1 and Stage 2 resident complaints fairly, accurately and within the timescales set by the Housing Ombudsman Complaint Handling Code. You will take on a live caseload quickly, put things right for residents at the earliest opportunity, and help maintain service standards and regulatory compliance throughout the contract.

Key responsibilities

Complaint handling

• Take on and manage a caseload of Stage 1 complaints from tenants, leaseholders and other residents, acknowledging, investigating and responding within Code timescales.
• Handle Stage 2 escalations, carrying out an independent review of the Stage 1 outcome, the evidence and the original investigation.
• Investigate complaints across a range of housing services, including repairs and maintenance, damp and mould, planned works, antisocial behaviour, neighbour disputes, tenancy management, allocations and lettings, rent and service charges, and staff conduct.
• Gather evidence from housing, repairs, contractor and other teams, case records, property and repair histories, and third parties, and interview staff or residents where needed.
• Make clear, evidence-based decisions on whether a complaint is upheld, partially upheld or not upheld, with well-reasoned explanations.
• Write clear, empathetic and jargon-free response letters and emails setting out findings, outcomes, any redress offered and the resident’s right to escalate to the Housing Ombudsman.
• Recommend and agree appropriate remedies, including apologies, repairs and corrective actions, rehousing or other practical remedies and, where authorised, compensation or goodwill payments.
• Keep residents updated throughout, managing expectations and agreeing extensions where necessary and in line with the Code.

Compliance and governance

• Ensure all complaints are handled in line with the organisation’s complaints policy, the Housing Ombudsman Complaint Handling Code and the Regulator of Social Housing’s consumer standards.
• Prepare case files and responses for Housing Ombudsman enquiries and investigations, liaise with the Ombudsman where required, and track the delivery of any orders or recommendations.
• Keep accurate, timely records on the complaints management system, ensuring all complaints are properly logged, categorised and reportable.
• Recognise and escalate high-risk cases to the Complaints Manager, including health and safety concerns, disrepair and damp and mould, safeguarding, hate crime and domestic abuse, and residents with vulnerabilities.
• Support evidence for the annual self-assessment against the Code and for tenant satisfaction and complaints performance reporting.

Person specification

Essential

• Proven experience handling Stage 1 and Stage 2 complaints, including investigation and formal written responses.
• Experience of complaint handling within social housing, or a closely related setting such as a local authority housing service or housing association.
• Working knowledge of the Housing Ombudsman Complaint Handling Code and the Ombudsman’s approach to remedies and redress.
• Available to start immediately or at very short notice, and able to manage a live caseload from week one.
• Excellent written communication, producing clear, balanced and well-structured correspondence.
• Strong analytical and investigative skills, with the ability to weigh evidence and reach fair, defensible conclusions.
• Confident, empathetic communicator who can de-escalate difficult conversations with residents.
• Ability to manage a busy caseload and prioritise to meet strict deadlines.
• Sound understanding of confidentiality, data protection (UK GDPR) and accurate record keeping.
• Good IT skills, including Microsoft Office and housing management or complaints case management systems.

Desirable

• Experience of Housing Ombudsman casework, including preparing evidence and responding to determinations.
• Understanding of the Regulator of Social Housing’s consumer standards, tenant satisfaction measures and Awaab’s Law requirements.
• Knowledge of repairs, disrepair and damp and mould processes, landlord and tenant law, and leasehold and service charge issues.
• A qualification in complaint handling, housing (such as CIH), customer service or a related discipline.
• Experience analysing complaint data and reporting on trends.
• Understanding of equality, diversity, safeguarding and vulnerability considerations in housing

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