Housing Complaints and Enquiries Officer – AR

Housing Complaints and Enquiries Officer

Hours: 36 hours per week

About the Role

We are looking for an experienced Housing Complaints and Enquiries Officer to provide a high-quality complaint handling and resolution service to residents.

The role will focus primarily on housing disrepair complaints, particularly Stage 1 Housing Management and Assets complaints. You will investigate complaints, gather information from residents, housing teams and contractors, and ensure residents receive clear and appropriate outcomes.

You will also support wider housing complaints, Members’ Enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SARs).

Key Responsibilities

• Manage and investigate a caseload of Stage 1 housing complaints, with a particular focus on housing disrepair.
• Gather and analyse information from residents, housing teams, contractors and other relevant stakeholders.
• Investigate whether relevant housing policies, procedures and processes have been followed.
• Work closely with repairs and maintenance contractors to investigate issues and agree appropriate resolutions.
• Manage complex or escalated customer issues and work towards satisfactory outcomes for residents.
• Conduct telephone conversations with residents to obtain detailed information and clarify complaints.
• Provide advice and make recommendations based on relevant housing, legal and regulatory requirements.
• Prepare clear, accurate and professional formal complaint responses in plain English.
• Support the handling of Members’ Enquiries, FOIs and SARs, ensuring responses are accurate and delivered within required timescales.
• Collate, analyse and evaluate information and data to support investigations and recommendations.
• Identify issues with processes or service delivery and recommend appropriate improvements.
• Contribute to the development and maintenance of relevant systems, policies, procedures and standards.
• Build effective working relationships with residents, colleagues, contractors and other stakeholders.
• Manage competing priorities and maintain accurate case records across a complex caseload.

Essential Skills and Experience

• Experience handling customer complaints, ideally within a housing, social housing or local authority environment.
• Experience investigating complaints and gathering information from multiple sources.
• Experience dealing with housing disrepair, repairs or property-related complaints is highly desirable.
• Confident conducting unscripted telephone conversations with residents and stakeholders.
• Strong communication, negotiation and persuasion skills.
• Ability to manage complex cases, prioritise workloads and meet deadlines.
• Good understanding of housing policies, procedures and relevant legal/regulatory requirements.
• Understanding of the responsibilities of social housing landlords is desirable.
• Excellent written communication ski

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