Repairs Complaints Resolutions Officers

Repairs Complaints Officer - Property Services

5-Month Initial Contract Full-Time | Hybrid Working - 2 Days in the Office

I am currently working with a housing provider looking for an experienced Repairs Complaints Officer to join their Property Services team on an initial 5-month contract.

This role will take ownership of repairs and property-related complaints from start to finish, acting as a true case manager and ensuring residents receive clear, thorough and timely resolutions.

Key Responsibilities

Managing Stage 1 and Stage 2 complaints relating specifically to repairs and Property Services. Handling cases escalated to the Housing Ombudsman and supporting the preparation of formal responses. Taking full ownership of complaints from initial investigation through to resolution. Producing high-quality, detailed and customer-focused complaint response letters. Liaising with repairs teams, contractors, surveyors and other internal services to investigate cases. Identifying when a property inspection is required and arranging or attending inspections where appropriate. Keeping residents updated throughout the complaints process and ensuring agreed actions are followed through. Identifying recurring issues and opportunities for service improvement.

About You

We are looking for someone with strong experience managing complaints within housing repairs, property services, maintenance or a similar housing environment.

You will ideally have experience of Stage 1, Stage 2 and Housing Ombudsman complaints, alongside excellent investigation and letter-writing skills.

You must be comfortable independently managing a caseload and driving cases forward rather than simply coordinating responses.

A full UK driving licence and access to a vehicle would be beneficial due to the potential requirement to attend property inspections.

This is a full-time, 5-month initial contract, with 2 days per week required in the office