Housing Complaints Officer

Job Description

5 Month Contract With A local Authority

Job Purpose

To coordinate and manage housing complaints in accordance with the Housing Ombudsman Complaint Handling Code, ensuring residents receive a fair, accessible and customer-focused complaints service.

The postholder will support complaint investigations, monitor compliance with complaint handling requirements, liaise with residents and stakeholders, and help identify learning opportunities that drive service improvements across Housing Services. The role is key to ensuring complaints are handled effectively, consistently and within required timescales.

Key Responsibilities

Complaints Management

• Manage and coordinate housing complaints from receipt through to resolution.
  
• Triage and acknowledge complaints in line with agreed procedures.
  
• Maintain accurate records using the complaints and case management systems.
  
• Monitor complaints throughout the investigation process.
  
• Track progress and ensure complaints are resolved within required timescales.
  
• Support Stage 1 and Stage 2 complaint investigations.
  
• Draft and review complaint responses where required.
  

Investigation & Resolution

• Gather and review evidence to support complaint investigations.
  
• Analyse records, policies and service information to establish facts.
  
• Support fair, balanced and evidence-based decision-making.
  
• Assist in identifying suitable remedies and resolutions.
  
• Monitor delivery of agreed actions arising from complaints.
  
• Escalate risks and delays appropriately.
  

Compliance & Governance

• Ensure compliance with the Housing Ombudsman Complaint Handling Code.
  
• Monitor complaint handling performance and identify areas of non-compliance.
  
• Support responses to Housing Ombudsman enquiries and investigations.
  
• Ensure reasonable adjustments are identified and implemented where required.
  
• Promote administrative fairness and good complaint handling practices.
  
• Maintain confidentiality and handle sensitive information appropriately.
  

Customer & Stakeholder Engagement

• Liaise with residents, advocates, contractors and internal teams.
  
• Provide a professional and empathetic customer service experience.
  
• Manage challenging and sensitive conversations effectively.
  
• Promote accessibility and inclusion throughout the complaints process.
  
• Build effective working relationships with Housing Services and external partners.
  

Learning & Service Improvement

• Support the identification of lessons learned from complaints.
  
• Record complaint outcomes, remedies and service improvements.
  
• Contribute to service improvement initiatives and process reviews.
  
• Assist with staff training and awareness regarding complaint handling.
  
• Promote a positive complaint-handling culture across Housing Services.
  
• Support the use of customer feedback to improve service delivery.
  

Requirements

Essential

• Experience of complaint handling or complaint investigations within a regulated public service environment.
  
• Knowledge of the Housing Ombudsman Complaint Handling Code.
  
• Understanding of social housing landlord responsibilities.
  
• Knowledge of complaint handling best practice.
  
• Understanding of administrative fairness and dispute resolution principles.
  
• Understanding of equality, diversity and reasonable adjustment requirements.
  
• Excellent written communication and letter-writing skills.
  
• Excellent organisational and time management skills.
  
• Strong customer service skills.
  
• Ability to manage challenging conversations professionally.
  
• Ability to maintain confidentiality and handle sensitive information.
  
• Strong Microsoft Office skills, including:
  • Word
    
  • Excel
    
  • Outlook
    
  • Microsoft Copilot
    
• Ability to interpret policies, procedures and regulatory requirements.
  

Desirable

• Experience within Housing Services or Social Housing.
  
• Experience drafting complaint responses.
  
• Experience using customer feedback to improve services.
  
• Professional qualification or training in:
  • Complaints Handling
    
  • Customer Services
    
  • Housing
    
  • Investigation Practice
    
• Evidence of continuing professional development.
  

Additional Information

• Location: Civic Centre, Addlestone (Initially 5 Days Office-Based, Potential for Up to 2 Days WFH Following Training & Induction)
  
• Hours Per Week: 37 Hours
  
• Payment Frequency: Bi-Weekly Payments