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- Tasks: Investigate housing complaints and produce clear reports to resolve issues for residents.
- Company: Join a dedicated team supporting residents through impartial investigations at the Housing Ombudsman.
- Benefits: Enjoy flexible working hours, a healthy work/life balance, and opportunities for part-time roles.
- Why this job: Make a real impact on residents' lives while developing your investigative and communication skills.
- Qualifications: Experience in independent investigations and knowledge of social housing or ombudsman work is essential.
- Other info: Roles available full-time or part-time; inclusive workplace valuing diversity.
The predicted salary is between 28800 - 42000 £ per year.
Job Description
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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- proven experience of completing independent investigations, independently and at pace, and producing balanced decisions and final reports for customers / stakeholders; and
- 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.
Investigators employer: Housing Ombudsman
Contact Detail:
Housing Ombudsman Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Investigators
✨Tip Number 1
Familiarise yourself with the key principles of dispute resolution and the specific processes used by the Ombudsman. Understanding these will help you demonstrate your knowledge during any discussions or interviews.
✨Tip Number 2
Network with professionals in the social housing sector or those who have experience as Investigators. Engaging with them can provide valuable insights and potentially lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully handled complaints or investigations. Being able to articulate your thought process and decision-making skills will set you apart from other candidates.
✨Tip Number 4
Stay updated on current housing laws and regulations, as well as best practices in complaint handling. This knowledge will not only enhance your application but also show your commitment to the role.
We think you need these skills to ace Investigators
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the Investigator role. Familiarise yourself with the responsibilities, such as conducting impartial investigations and writing clear reports. This will help you tailor your application to highlight relevant skills.
Highlight Relevant Experience: In your CV and cover letter, emphasise your proven experience in completing independent investigations, particularly in the social housing sector or similar environments. Use specific examples to demonstrate your ability to produce balanced decisions and reports.
Showcase Communication Skills: Given the importance of communication in this role, ensure your application reflects your excellent communication skills. Mention any experience you have in actively listening to customers, especially vulnerable individuals, and how you effectively convey complex information.
Tailor Your Application: Customise your application to align with the values and mission of the organisation. Highlight your commitment to fairness and your ability to work independently while using your initiative. This will show that you are a good fit for their team.
How to prepare for a job interview at Housing Ombudsman
✨Showcase Your Investigative Skills
Be prepared to discuss your previous experience in conducting independent investigations. Highlight specific cases where you assessed complaints and made balanced decisions, demonstrating your ability to work independently and at pace.
✨Communicate Clearly and Concisely
Since the role requires clear communication of outcomes and recommendations, practice articulating your thoughts in a straightforward manner. Use examples from your past work to illustrate how you’ve effectively communicated complex information to various stakeholders.
✨Demonstrate Empathy and Active Listening
Given that many residents may be vulnerable, it’s crucial to show your ability to actively listen and empathise with their situations. Prepare to share instances where you successfully guided individuals through challenging processes, ensuring they felt supported.
✨Familiarise Yourself with Housing Law
While not mandatory, having knowledge of housing law can set you apart. Brush up on relevant legislation and good practices in the social housing sector, and be ready to discuss how this knowledge can inform your investigative approach.
