Housing Complaints Officer (EK)

Housing Complaints Officer

Responsible to: Housing Services & Strategy Manager
Department: Housing Services & Strategy

Role Overview

The Housing Complaints Officer will manage Stage 1 complaints relating to the Council’s Housing Service, ensuring complaints are investigated thoroughly, handled sensitively and resolved professionally.

The role will act as a key link between residents, Housing teams and the Corporate Complaints team. The successful candidate will investigate concerns, communicate with complainants, identify appropriate solutions and ensure that lessons learned from complaints are used to improve housing services and resident satisfaction.

This is a customer-focused role requiring excellent communication, organisation and problem-solving skills, as well as the confidence to manage difficult conversations and situations of conflict.

Purpose of the Role

• Manage and investigate Stage 1 housing complaints from initial contact through to resolution.
• Provide residents with a professional and responsive complaints service.
• Work with Housing colleagues and other stakeholders to identify solutions and resolve issues.
• Ensure complaints are handled in accordance with relevant policies, legislation and statutory requirements.
• Identify trends, lessons learned and opportunities for service improvement.
• Help rebuild trust and improve relationships with residents following complaints.

Key Duties and Responsibilities

• Manage a caseload of Stage 1 housing complaints, ensuring investigations and responses are completed within required timescales.
• Act as the single point of contact for complainants throughout the complaints process.
• Listen to residents, establish the key issues and investigate complaints thoroughly and objectively.
• Work with Housing teams, colleagues and relevant stakeholders to gather information and resolve complaints.
• Provide clear explanations and communicate appropriate actions to residents to put things right.
• Handle difficult conversations, challenging situations and potential conflict sensitively and professionally.
• Use knowledge of Housing policies, procedures, legislation and statutory obligations when investigating complaints.
• Maintain accurate records of complaints, investigations, outcomes and actions.
• Prepare reports outlining complaints, findings, recommendations and lessons learned.
• Identify recurring issues and trends within complaints data.
• Make recommendations to managers regarding service improvements and preventative actions.
• Support Housing managers in implementing recommendations and improving service delivery.
• Help develop a resident-centred and transparent approach to complaints handling.
• Work closely with the Corporate Complaints team and Housing colleagues where complaints involve multiple services.
• Ensure residents are treated fairly, professionally and respectfully throughout the complaints process.

Key Skills and Experience

The successful candidate should demonstrate:

• Experience handling customer complaints or complex cases.
• Strong investigation and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage difficult conversations and resolve conflict.
• Strong customer/resident focus.
• Ability to manage a caseload and prioritise competing deadlines.
• Experience working with internal teams and external stakeholders.
• Strong report-writing and analytical skills.
• Ability to identify trends, lessons learned and opportunities for service improvement.
• Ability to interpret and apply policies, procedures and relevant legislation.
• A professional, empathetic and solution-focused approach.

Desirable Knowledge

Knowledge or experience of:

• Housing services and housing complaints.
• Housing Ombudsman Complaint Handling Code.
• Housing legislation and statutory obligations.
• Local authority complaints procedures.
• Complaints analysis and service improvement.
• Lessons-learned processes.

Key Relationships

The postholder will work closely with:

• Housing Services teams
• Housing Services & Strategy Manager
• Corporate Complaints team
• Council colleagues and managers
• Members of the public and residents
• Relevant internal and external stakeholders

What the Role Involves Day-to-Day

A typical day may involve reviewing new housing complaints, speaking with residents to understand their concerns, investigating issues with Housing colleagues, reviewing policies and case information, agreeing actions to put things right, drafting formal complaint responses and following up outstanding actions.

The role will also involve analysing complaint information to identify recurring issues and producing recommendations that can help improve services and the experience of residents.

Training

Full training will be provided on the Council’s complaints systems and processes. However, candidates should already have strong complaints handling, communication, investigation, customer service and case management skills.

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