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- Tasks: Handle housing complaints and drive service improvements for our customers.
- Company: Join Hastoe, a leading rural housing specialist in England.
- Benefits: Enjoy 25 days annual leave, flexible working, and health cash plans.
- Why this job: Make a real difference in people's lives while enhancing customer experiences.
- Qualifications: Experience in complaint handling and strong communication skills required.
- Other info: Dynamic team with ongoing learning opportunities and career growth.
The predicted salary is between 21429 - 30000 £ per year.
Salary: £21,428.57 pa (£30,000 FTE)
Location: Dorchester Office
Hours: 25 hours per week; Monday to Friday (5 hours per day)
Benefits: 25 days, plus bank holidays and an additional 1.5 days complimentary leave. Option to purchase additional annual leave, car leasing scheme, healthcare cash plan, enhanced pension, and more.
About us
Hastoe owns and manages more than 7,500 homes across the south of England from Devon to Norfolk. We are a social housing landlord and England’s leading rural housing specialist. We deliver small housing developments in partnership with local communities although, for historic reasons, we also own some housing in urban areas. We are passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives, then we want to hear from you.
About the role
This role is all about making a real difference to our customers’ experience. You will take ownership of formal complaint investigations, ensuring every response is fair, evidence-based, and meets the Housing Ombudsman’s Complaint Handling Code. Beyond resolving issues, you’ll play a key part in driving service improvements by identifying root causes and recommending practical solutions. You will also follow complaints through to a positive outcome, helping us build trust and deliver the high standards our customers deserve.
About you
We’re looking for someone with:
- A proven track record in formal complaint handling for front line customers.
- Excellent verbal and written communication skills that comply with relevant policies and external regulations.
- The ability to interpret relevant legislation, tenancy agreements and leases to assist in the decision making of a complaint.
Benefits provided
- Annual Leave: Starting at 25 days, plus bank holidays and 1.5 days complimentary leave, along with the option to purchase additional leave.
- Enhanced Pension: Hastoe's employer contributions start at 5% and are based on matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.
- Other benefits include:
- Flexible working opportunities.
- Annual leave increasing with length of service up to a maximum of 28 days, plus bank holidays (pro rata for part time employees).
- Discounts for local shops, restaurants and gym membership.
- Cycle and Car Leasing Scheme.
- Employee Assistance Programme (EAP) – confidential phone and online support and resources service with 24/7 access.
- Health Cash Plan (a type of health insurance).
- 3 x Life Assurance from day 1, for all pension holders.
- A supportive working environment with ongoing learning and development opportunities.
- Long Service awards.
How to apply
Please send your CV to recruitment@hastoe.com by midnight on 4 March 2026. We will be conducting interviews as the recruitment progresses and may close the vacancy early. We recommend applying early. If you would like to find out more about the role please contact Adam Wheelhouse at awheelhouse@hastoe.com or for enquiries about the application process please contact the HR Team at recruitment@hastoe.com. This post is subject to background checks.
Housing Complaints Officer in Dorchester employer: Hastoe Housing
Contact Detail:
Hastoe Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints Officer in Dorchester
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Hastoe. Understand their mission and values, especially their commitment to customer service. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written communication, consider doing mock interviews with friends or family. Focus on articulating your thoughts clearly and confidently, as this will be key in handling complaints effectively.
✨Tip Number 3
Prepare examples from your past experience! Think of specific situations where you've successfully handled complaints or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to see your problem-solving skills in action.
✨Tip Number 4
Apply through our website! We recommend submitting your application early to increase your chances. Plus, applying directly through our site can sometimes give you an edge, as we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Housing Complaints Officer in Dorchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Housing Complaints Officer role. Highlight your complaint handling experience and any relevant legislation knowledge to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for customer service and how you can make a difference in our residents' lives. Keep it concise but impactful, and don’t forget to mention why you want to join Hastoe.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear, professional, and free of errors. We want to see how well you can articulate your thoughts and ideas!
Apply Early!: Don’t wait until the last minute to send in your application. We recommend applying early as we may close the vacancy sooner than expected. Head over to our website to submit your CV and get started on your journey with us!
How to prepare for a job interview at Hastoe Housing
✨Know Your Stuff
Familiarise yourself with Hastoe's mission and values, especially their commitment to customer service. Understand the Housing Ombudsman’s Complaint Handling Code, as this will be crucial in your role. Being able to discuss these topics confidently will show your genuine interest in the position.
✨Showcase Your Experience
Prepare specific examples from your past roles where you successfully handled complaints. Highlight how you resolved issues and improved services. This will demonstrate your proven track record and ability to make a real difference for customers.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since excellent verbal and written communication skills are essential, consider doing mock interviews with a friend or family member. This will help you refine your responses and ensure you convey your points effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, ongoing projects, or how they measure success in complaint handling. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values.
