OR118487 – Complaint Investigator LBS-010 (Housing) – Housing

Work pattern: 2 days remote, 3 days in the office

PAYE Pay Rate: £24.43 per hour

Main Purpose

To support the Housing Complaints Manager in investigating and resolving complex Stage 1 housing complaints, ensuring fair, timely and high-quality outcomes for residents. The role involves identifying root causes, recommending service improvements, monitoring complaint trends and ensuring compliance with the Housing Ombudsman’s Complaints Handling Code and relevant housing legislation.

Typical Day

• Investigate complex housing complaints and identify appropriate resolutions.
• Analyse complaint trends, identify recurring issues and recommend service improvements.
• Prepare detailed reports for senior management, highlighting lessons learned and corrective actions.
• Maintain and oversee the housing complaints database, ensuring accurate and reliable records.
• Build effective relationships with residents, colleagues and external stakeholders.
• Provide guidance and training to colleagues on complaints handling procedures.
• Ensure complaints are handled confidentially, fairly and within required deadlines.
• Monitor compliance with statutory requirements, including the Social Housing (Regulation) Act 2023 and the Housing Ombudsman’s Complaints Handling Code.

Key Skills and Experience

• Significant experience investigating and resolving complex complaints.
• Strong knowledge of housing legislation, statutory requirements and complaints procedures.
• Excellent written and verbal communication skills.
• Experience preparing reports and presenting findings to senior management.
• Strong analytical and problem-solving skills, with the ability to identify root causes and recommend improvements.
• Excellent organisational skills and the ability to prioritise workloads and meet tight deadlines.
• High attention to detail and the ability to handle sensitive information confidentially.
• Experience maintaining databases and working collaboratively with internal and external stakeholders.

Essential Requirements

• Demonstrable experience managing complex complaints and achieving suitable resolutions.
• Understanding of the Housing Ombudsman’s Complaints Handling Code.
• Knowledge of the Social Housing (Regulation) Act 2023 and relevant housing legislation.
• Ability to analyse information, identify service failures and recommend corrective actions.
• Strong communication, reporting and stakeholder management skills.

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