Complaints Officer

What you'll be doing

• Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code

• Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence

• Writing clear, empathetic and well-reasoned complaint responses

• Acting as the main point of contact for residents throughout the complaints process

• Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales

• Coordinating actions to comply with Ombudsman determinations, orders and recommendations

• Responding to enquiries from Councillors, MPs, advocates and other stakeholders

• Working with operational teams to agree remedies and corrective actions, and following them through to completion

• Recording lessons learned and analysing complaint trends to drive service improvement

What you'll bring

• Experience investigating complex complaints within a local authority, housing association or social housing setting

• Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations

• A good understanding of housing legislation, consumer standards and landlord responsibilities

• Experience responding to Councillor and MP enquiries

• Excellent report writing, letter drafting and case management skills

• Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies

• The ability to manage a demanding caseload against strict deadlines

• A resident-focused, solution-oriented approach