Complaints Compliance Officer

Join our Complaints Compliance Team at L&Q. We’re looking for a skilled and proactive Complaints Compliance Officer to help ensure successful outcomes from Housing Ombudsman Service determinations. This is a key role where your knowledge of complaints legislation, regulatory standards, and L&Q’s strategic approach—including the P49 report—will be essential.

You’ll work closely with our Housing Ombudsman team, Complaints Operations Group members, and Heads of Service to coordinate responses, monitor progress, and provide assurance back to the Ombudsman. You’ll take the lead in managing and tracking actions, using your strong organisational and stakeholder engagement skills to drive accountability and resolution. With a confident understanding of the Housing Ombudsman Code and L&Q’s internal strategy, you’ll be empowered to challenge orders where appropriate and advocate for fair, balanced outcomes. If you’re passionate about continuous improvement and committed to enhancing service delivery, we’d love to hear from you!

Your Impact in the Role

• Play a vital role in ensuring successful outcomes from Housing Ombudsman Service determinations.
• Use your expertise in complaints legislation, regulatory frameworks, and L&Q’s corporate strategy—including the P49 report—to guide decision‑making and ensure compliance.
• Work collaboratively with the Housing Ombudsman team, COG members, and Heads of Service to coordinate responses, monitor progress, and provide assurance to the Ombudsman.
• Lead the tracking and delivery of Ombudsman orders, applying strong organisational and stakeholder management skills to ensure timely and effective resolution.
• Confidently interpret the Housing Ombudsman Code and L&Q’s strategic priorities, challenging orders where appropriate and advocating for fair, balanced outcomes.
• Champion continuous improvement by identifying service gaps, analysing data, and implementing performance‑enhancing solutions that reduce complaints and improve customer experience.

What You’ll Bring

• In‑depth knowledge of social housing regulations and the Housing Ombudsman Code, with proven experience managing complex legal and Ombudsman cases.
• Strong organisational skills, ability to prioritise workload, track actions across teams, and maintain attention to detail.
• Excellent written and verbal communication skills, confident engaging with stakeholders at all levels to influence decisions and drive outcomes.
• Effective stakeholder management capabilities, with the ability to collaborate across departments and delegate responsibilities appropriately.
• Analytical mindset with the ability to interpret data, identify service improvement opportunities, and implement performance‑enhancing solutions.
• Experience using data to inform decision‑making and deliver measurable improvements in complaint handling and customer satisfaction.
• Highly proficient in Microsoft Office, particularly Excel, with strong IT skills to support reporting and tracking.
• A customer‑focused approach, with experience delivering high‑quality service and resolving complex issues.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk.

About L&Q

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high‑quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life. 250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q. L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.