Investigators

Home-based with some attendance at staff meetings and events

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With increasing numbers of residents requesting our support to investigate and help resolve their complaints, we’re substantially adding to our team of Investigators.

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The Investigator role sits within the Dispute Resolution function which is responsible for conducting fair, impartial and independent investigations into complaints brought to the Ombudsman by residents.

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Using attention to detail, logical and inquisitorial thinking, Investigators assess landlord responses to complaints against policy, procedure, legislation and any relevant good practice and make decisions about the landlord’s handling of the substantive issue of complaint and its complaint handling. 

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With clear, concise and plain language skills Investigators communicate the outcome of decisions, orders and recommendations to all involved parties within an appropriate timescale, ensuring that work is of a high quality and meets our casework standards.

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Working independently and using your own initiative, you will use your investigative skills and excellent customer care skills to investigate housing complaints within the jurisdiction of the Housing Ombudsman.  You will define the outstanding issues of complaint and write clear and concise investigation reports. A proportion of our residents are vulnerable and you will be responsible for guiding them through the process.

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On completion of the investigation, you will use guidance and insight to make appropriate recommendations that put things right for the resident where there has been a failure. You will also use your insights and experience to make creative but reasonable recommendations to influence the future of the landlord’s complaint handling where improvements are identified. In addition, Investigators are responsible for sharing knowledge and insight gathered from their caseload to ensure that best practice and areas for improvement are identified and addressed.

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For this key remit, you must offer:

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1. proven experience of completing independent investigations, independently and at pace, and producing balanced decisions and final reports for customers / stakeholders; and

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2. proven experience of working in the social housing sector, a regulator or an ombudsman.

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You’ll also need excellent communication skills, including the proven ability to actively listen to customers, including those that are vulnerable.

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Housing law knowledge will be an asset, though it is your ability to reach fair findings within a high volume, fast-paced and target driven environment that is essential.

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In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35-hour working week. Roles available on a full-time or a part-time (17.5 hours per week) basis.

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It’s an exciting time to join us and to contribute your skills to improving residents’ lives and landlords’ services.

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For further details, please click apply and download the information pack. 

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CLOSING DATE: 23.59 on Sunday 10th August 2025.

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We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.