We are currently looking for experienced Complaints Resolution Officers to join a social housing service on an initial 6-month temporary contract. The role will focus on investigating and resolving Stage 1 and Stage 2 housing complaints, managing Housing Ombudsman cases and ensuring complaint outcomes result in meaningful service improvement.
The successful candidates will be required onsite 2-3 days per week.
The Role
·Manage and investigate Stage 1 and Stage 2 housing complaints in line with the Housing Ombudsman Complaint Handling Code.
·Undertake detailed investigations across tenancy records, repairs histories, correspondence, policies and other supporting evidence.
·Produce clear, evidence-based complaint responses and determine appropriate resolutions and remedies.
·Manage Housing Ombudsman enquiries and investigations, including preparing evidence and case submissions.
·Coordinate responses to Housing Ombudsman determinations, orders and recommendations.
·Respond to enquiries from Councillors, MPs, advocates and other stakeholders.
·Identify service failures, root causes and opportunities for service improvement.
·Work with housing, repairs and other operational teams to investigate complaints and agree corrective actions.
·Monitor actions, remedies and commitments to ensure they are delivered within agreed timescales.
·Analyse complaint trends and lessons learned to support wider service improvement.
·Maintain accurate complaint and Ombudsman case records and ensure compliance with regulatory requirements.
Key Requirements
·Significant experience investigating complex housing complaints within a local authority, housing association or social housing provider.
·Strong knowledge of the Housing Ombudsman Complaint Handling Code.
·Experience managing Stage 1 and Stage 2 complaints.
·Experience managing Housing Ombudsman enquiries, investigations and determinations.
·Experience preparing evidence and case submissions for the Housing Ombudsman.
·Good understanding of housing legislation, Consumer Standards and landlord responsibilities.
·Experience identifying service failures, determining appropriate remedies and monitoring resulting actions.
·Experience responding to Councillor and MP enquiries.
·Strong experience managing complex complai...
Complaints Resolution Officer in Colchester employer: Carrington West
Join a leading rail and civil engineering contractor that values your expertise and offers a supportive work environment. With a strong focus on employee development, you will have the opportunity to be mentored into the CRE C designation while enjoying competitive benefits such as hybrid working, private healthcare, and generous annual leave. Located in Kent or London, this role provides a unique chance to work on impactful projects across the region, making it an excellent choice for those seeking meaningful and rewarding employment.
