Complaints Officer

Title - Housing Complaints Officer

Contract Length - 3 Months

Rate - Competitve

We are seeking an experienced Housing Complaints Officer to investigate and resolve resident complaints, ensuring a high-quality and timely service.

Key Responsibilities

• Manage Stage 1 and Stage 2 housing complaints from receipt through to resolution.
• Investigate complaints thoroughly and provide clear, accurate responses.
• Liaise with housing, repairs and other internal teams to resolve issues.
• Ensure complaints are handled in line with the Housing Ombudsman Complaint Handling Code.
• Keep residents informed throughout the complaints process.
• Identify recurring issues and recommend service improvements.
• Maintain accurate records and monitor complaint outcomes.

Requirements

• Previous experience handling complaints within social housing, local authority or housing association settings.
• Strong written and verbal communication skills.
• Experience managing complex or sensitive complaints.
• Ability to work to deadlines and manage a caseload effectively.
• Good knowledge of the Housing Ombudsman and complaints process.

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