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- Tasks: Investigate housing complaints and drive service improvements for our customers.
- Company: Join Hastoe, a leading rural housing specialist in the UK.
- 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: Fleur-de-Lis, Middlemarsh Street, Dorchester, Dorset DT1 3GX
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.
Personal note from the hiring manager: “We are a dynamic and exciting team, who always strive to provide excellent service to our residents. We continue to evolve and change the way in which we deliver our services to our customers and we continue to receive high levels of positive feedback. We are excited for the new person to take on this role to continue to improve our delivery and services.”
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.
- 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 in the body of an email by midnight on 4 March 2026. Email address: recruitment@hastoe.com. We will be conducting interviews as the recruitment progresses and may close the vacancy early. We recommend applying early.
Additional information: 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. For further information please visit: background checks.
Housing Complaints Officer in Kingston upon Thames employer: Inside Housing Management
Contact Detail:
Inside Housing Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints Officer in Kingston upon Thames
✨Tip Number 1
Get to know the company inside out! Research Hastoe's values, mission, and recent projects. This will help you tailor your responses during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves handling complaints, being able to articulate your thoughts clearly is key. Try mock interviews with friends or use online resources to sharpen your verbal and written skills.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. They might even share tips that could give you an edge in the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the team at Hastoe.
We think you need these skills to ace Housing Complaints Officer in Kingston upon Thames
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 team. Keep it concise but impactful, and don’t forget to mention why you want to work with Hastoe.
Follow the Application Instructions: We love it when applicants pay attention to detail! Make sure to send your CV in the body of the email as specified. It shows us you can follow instructions and are genuinely interested in the position.
Apply Early!: Don’t wait until the last minute to apply. We might close the vacancy early if we find the right candidate, so get your application in as soon as possible to ensure you don’t miss out on this opportunity!
How to prepare for a job interview at Inside Housing Management
✨Know Your Stuff
Before the interview, make sure you understand the role of a Housing Complaints Officer. Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code and any relevant legislation. This will show that you're serious about the position and ready to tackle the challenges head-on.
✨Showcase Your Communication Skills
Since excellent verbal and written communication is key for this role, prepare examples of how you've effectively handled complaints in the past. Think about specific situations where your communication made a difference, and be ready to discuss them during the interview.
✨Demonstrate Your Problem-Solving Ability
Be prepared to talk about how you identify root causes of complaints and suggest practical solutions. Think of instances where you've improved processes or resolved issues, as this will highlight your proactive approach and commitment to service improvement.
✨Align with Their Values
Hastoe is passionate about providing a first-class service to customers. During the interview, express your enthusiasm for making a difference in people's lives and how your values align with theirs. This will help you connect with the team and show that you're a great fit for their dynamic environment.
