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- Tasks: Support residents by managing complaints and ensuring high-quality governance.
- Company: Join a community-focused housing association making a real difference.
- Benefits: Enjoy flexible working, generous leave, and a strong focus on wellbeing.
- Why this job: Kickstart your career in governance and make an impact in people's lives.
- Qualifications: Organisational skills and a passion for helping others are key.
- Other info: Be part of a diverse team committed to inclusion and personal growth.
The predicted salary is between 30000 - 42000 £ per year.
Hours: Full Time, 37 hours per week
Location: Maidenhead - with opportunity to balance with remote working
About The Role
Are you organised, methodical and a proactive problem solver looking who enjoys working in a fast paced environment? Do you enjoy problem‑solving, working with people, and producing high‑quality work that really matters? If so, we have a fantastic opportunity for you! We’re looking for a confident, proactive Complaints & Governance Assistant to join our high-performing, friendly team — a perfect opportunity for someone early in their career (including graduates) who wants to build skills in governance, compliance, resident experience, and organisational improvement.
You’ll play a key part in two vital areas of our organisation: supporting the smooth and timely handling of resident complaints by coordinating casework, gathering information, producing clear and empathic responses, and helping the organisation learn from feedback. Working closely with the Complaints Manager, you’ll assist with monitoring performance, identifying themes and root causes, and ensuring our processes meet the Housing Ombudsman Code and relevant Consumer Standards.
Alongside this, you’ll provide essential governance and company secretarial support across our annual Board and Committee cycle. This includes coordinating meetings, maintaining action and attendance records, supporting Board appraisal and declarations of interest processes, and helping ensure high‑quality governance administration. You’ll work with colleagues at all levels, gaining valuable exposure to senior leadership and the operation of an effective governance framework.
About you
We are looking for someone who will thrive on our values of Ownership, Innovation, Teamwork and Inclusion and incorporate them in their working day. You will need experience of providing a professional, response and positive complaints and feedback service to residents, ensuring an empathetic approach at the first point of contact. Experience in an administrative function, including collating, recording and administering information and data from multiple sources is also required for this role. Ideally you will have Housing sector experience and an understanding of Housing Consumer Standards/Housing Ombudsman Code.
You will be educated to GSCE or equivalent and have the ability to work with and influence colleagues at all levels. We are looking for someone with excellent planning and organisation skills, as well as exceptional written, listening and verbal communication skills with an empathetic approach to dealing with our residents.
You will need to have a flexible approach to work, as some out of hours work may be required to support the complaints procedure as required.
We’re looking for someone who is:
- Analytical, calm and organised
- Professional and displays discretion and integrity, capable of handling sensitive information
- A strong communicator with excellent written skills
- Empathetic and confident engaging with residents
- Able to manage multiple priorities with accuracy and composure
- Interested in governance, compliance, regulation or service improvement
- Motivated by our values of Ownership, Innovation, Teamwork and Inclusion
Whether you already have relevant experience — or strong transferrable skills — we’ll support your development every step of the way.
About Us
Housing Solutions is a not for profit Housing Association, rooted in the local community providing quality, affordable homes to rent and buy across the local area. Our mission is to make our residents proud of where they live and our colleagues proud of where they work. Our services are driven by our strategic goals of safe, satisfied and sustainable, underpinned by our company values of ownership, innovation, teamwork and inclusion.
Established in 1995 we provide quality, affordable homes to rent and buy across the South East of England. We are rooted in the local community and we offer a wide range of housing services and housing options, including affordable homes to rent, properties to buy under shared ownership; market rent properties, and specialist accommodation for older people and people who need care and support to live within the community.
Why Choose Us
We pride ourselves on putting our residents at the heart of everything we do. We are invested in our local community and can see the difference we make in the area we live and work. Our employees are passionate and driven to achieve the best results for our residents, and are rewarded for their hard work and commitment.
Our modern and fresh working space allows us to work collaboratively together. You will make connections across the whole team and be part of our inclusive and open culture. Achieving the best of both worlds we successfully combine remote working as well as time together in our spacious and modern offices.
Our substantial benefits package includes a generous company pension contribution and a strong focus on employee wellbeing, including generous annual leave and our ‘Healthy Lives, Healthy Minds’ programme.
Our commitment to Learning and Development can been seen across the organisation and aims to bring our future leaders to the fore, whilst helping our employees reach their career aspirations by offering a broad development fund and in house development programmes.
At Housing Solutions, we are committed to being an equal opportunities employer and fostering a diverse and inclusive workplace. We’d love to hear from candidates from all backgrounds and experiences. Housing Solutions are proud to be a Disability Confident Employer, under the Governments Disability Confident Scheme.
How to Apply
To apply for this vacancy please visit the Work With Us page of our website. The closing date is 21 January 2026. We reserve the right to shortlist and arrange interviews for potentially suitable candidates ahead of the scheduled close date, therefore we look forward to your application as soon as you are ready. We will not be accepting applications through recruitment agencies for this position.
Employee Benefits
Housing Solutions offer a wide range of benefits for our employees, for further details on our benefits please view the attached Benefits Package Overview. Or head to our website where you can find additional information.
Complaints and Governance Assistant in Maidenhead employer: Housing Solutions
Contact Detail:
Housing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Governance Assistant in Maidenhead
✨Tip Number 1
Get to know the company inside out! Research Housing Solutions, their values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of interaction with residents and colleagues, being able to articulate your thoughts clearly and empathetically is key. Try role-playing common scenarios with a friend.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing and governance. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at Housing Solutions.
We think you need these skills to ace Complaints and Governance Assistant in Maidenhead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints & Governance Assistant role. Highlight your relevant experience and skills that align with our values of Ownership, Innovation, Teamwork, and Inclusion.
Showcase Your Communication Skills: Since this role requires excellent written communication, ensure your application is clear, concise, and free of errors. Use a friendly tone that reflects your empathetic approach to dealing with residents.
Demonstrate Problem-Solving Abilities: In your application, share examples of how you've successfully handled complaints or resolved issues in the past. This will show us that you’re proactive and capable of thriving in a fast-paced environment.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role as soon as possible!
How to prepare for a job interview at Housing Solutions
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Complaints & Governance Assistant role. Familiarise yourself with the key responsibilities, such as handling resident complaints and supporting governance processes. This will help you demonstrate your enthusiasm and suitability for the position.
✨Showcase Your Empathy
Since this role involves dealing with residents' complaints, it's crucial to convey your empathetic approach during the interview. Prepare examples of how you've handled sensitive situations in the past, highlighting your ability to listen and respond thoughtfully to concerns.
✨Demonstrate Organisational Skills
The job requires excellent planning and organisation skills. Be ready to discuss how you manage multiple priorities and ensure accuracy in your work. You could share specific tools or methods you use to stay organised, which will show that you're proactive and methodical.
✨Align with Company Values
Housing Solutions values Ownership, Innovation, Teamwork, and Inclusion. Think about how you can incorporate these values into your responses during the interview. Share experiences that reflect these principles, showing that you’re not just a fit for the role but also for the company culture.
