Landlord Complaints Investigator

Landlord Complaints Investigator

Location: East London - Hybrid Rate: £38.31 per hour (Umbrella) IR35 Status: Inside IR35 Initial Contract Length: 3 months Start Date: ASAP Working Hours: Full-time - 36 Hours

Role Summary

The successful candidate will manage Stage 2 Housing Management and Assets complaints, ensuring investigations are completed in line with agreed procedures, standards and timescales. You will be responsible for delivering high-quality, detailed responses focused on resolving resident concerns and improving customer experience.

The role will also lead relationship management and liaison with the Housing Ombudsman Service, while providing valuable insight to senior management teams and service leads to support continuous improvement across housing services.

What You Will Do As A Landlord Complaints Investigator

• Undertake detailed and impartial investigations into complex Stage 2 Housing Management and Assets complaints.
• Gather, review and analyse evidence from multiple sources to establish facts and identify appropriate resolutions.
• Produce clear, accurate and comprehensive complaint responses written in plain English.
• Ensure all complaints are handled in accordance with agreed procedures, regulatory requirements and service standards.
• Act as the main point of liaison with the Housing Ombudsman Service, responding to requests and ensuring effective relationship management.
• Provide insight, recommendations and learning outcomes to senior managers and service leads to improve service delivery.
• Manage a complex caseload, balancing competing priorities and ensuring deadlines are achieved.

What You Will Need As A Landlord Complaints Investigator

• Demonstrable experience conducting high-quality complaint investigations within a local authority, public sector organisation, regulatory body or similar environment.
• Strong investigative skills with the ability to research and assess complex issues across a variety of subjects.
• Experience working with regulatory bodies, including the Housing Ombudsman Service, Local Government & Social Care Ombudsman or similar organisations.
• Knowledge of housing legislation, regulatory requirements and complaint handling frameworks.
• Excellent written communication skills with the ability to produce formal responses relating to complex matters.
• Exceptional verbal communication and interpersonal skills, with the ability to build positive relationships with residents, regulators and internal stakeholders.

What's On Offer

• Competitive rate of £38.31 per hour (Umbrella).
• Initial 3-month contract opportunity with potential for extension.
• Opportunity to support meaningful improvements in resident services and complaint handling.
• Exposure to senior stakeholders and regulatory partners within the housing sector.

Application

Apply now or contact our consultant to discuss this Landlord Complaints Investigator opportunity