Complaints Resolution Officer £32/per hour
Manage and investigate Stage 1 and Stage 2 complaints in accordance with the Housing Ombudsman Complaint Handling Code.
Conduct evidence-based investigations, reviewing tenancy records, policies, repairs history, correspondence and other relevant documentation.
Draft clear, accurate, empathetic and well-reasoned complaint responses.
Act as a primary contact for residents throughout the complaints process.
Respond to enquiries from Councillors, MPs, advocates and other stakeholders.
Manage Housing Ombudsman enquiries, investigations and information requests within required timescales.
Prepare evidence, case files and submissions for Housing Ombudsman investigations.
Review Ombudsman determinations, orders and recommendations and coordinate required actions.
Identify service failures, root causes and appropriate remedies.
Work with operational teams and managers to gather information, agree corrective actions and resolve complaints.
Monitor and follow up on remedies, actions and commitments to ensure completion.
Maintain accurate records of complaints, Ombudsman cases, outcomes and lessons learned.
Analyse complaint trends and performance data to identify opportunities for service improvement.
Ensure compliance with relevant housing legislation, regulatory requirements, consumer standards and internal policies.
Contribute to best practice in complaints handling and customer resolution.
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Contact Details:
Heart of Care Staffing Ltd Recruitment Team
