Service Charge Complaints Specialist - London

Borehamwood, Herts (Hybrid Working)

Full Time Temporary Contract until May 2027

£16.58 per hour PAYE (£20.40 per hour Umbrella equivalent)

We are currently recruiting for an experienced Service Charge Complaints Specialist to join a leading housing organisation on a long-term temporary contract through to May 2027.

This is an excellent opportunity for a housing professional with specialist knowledge of service charges, leasehold matters and complaints handling to play a key role in delivering fair and effective complaint resolution while improving customer outcomes.

Key Responsibilities

• Investigate and resolve complex service charge complaints.
• Act as the main point of contact for customers with service charge queries and disputes.
• Review service charge budgets, reconciliations and financial information to identify discrepancies.
• Interpret leases, tenancy agreements and relevant legislation to determine chargeability and compliance.
• Prepare responses for Housing Ombudsman enquiries and requests.
• Work closely with Finance, Housing Management, Asset Management and Legal teams to resolve issues and prevent recurrence.
• Maintain accurate records and complaint plans within internal systems.
• Support continuous improvement initiatives through root cause analysis and complaint trends monitoring.

About You

To be successful, you will have:

• Proven experience handling service charge complaints within a housing association.
• Strong knowledge of service charges, leasehold and shared ownership arrangements.
• Understanding of relevant legislation including the Landlord and Tenant Act and Housing Ombudsman requirements.
• Excellent written and verbal communication skills.
• Strong analytical and investigative abilities.
• Experience managing a busy workload and competing priorities.
• Good working knowledge of housing management systems and Microsoft Office.

What's on Offer?

Hybrid working arrangement

Long-term contract until May 2027

Competitive PAYE and Umbrella rates

Opportunity to work within a highly respected housing provider

Immediate start available

If you're an experienced service charge professional looking for your next contract opportunity, we'd love to hear from you.