Lead Housing Ombudsman Support (HOS) Support Officer - 7222

At L&Q, we are committed to learning from every complaint and using those insights to strengthen our service. We are looking for a dedicated professional to help us deliver timely, thorough, and high-quality responses to the Housing Ombudsman. Reporting to the Housing Ombudsman Service (HOS) Team Leader, you will take the lead on managing complex complaint cases and coordinating detailed responses to Ombudsman information requests. You will be the first point of contact for the Ombudsman, ensuring all correspondence is handled professionally and efficiently. With a strong grasp of legislation, regulatory frameworks, and L&Q's strategic direction, you will ensure our responses are compliant, well-audited, and aligned with our commitment to service excellence.

Your Impact in the Role:

• Coordinate and oversee the collation of complaint and case histories, ensuring comprehensive and high-quality responses to Housing Ombudsman requests.
• Monitor progress across stakeholders, escalating where necessary to maintain full compliance through effective partnership and engagement.
• Chair and lead cross-functional meetings to gather information, assign responsibilities, and set clear timelines.
• Take full ownership of the end-to-end process, ensuring all data is recorded, reviewed, and aligned with the Ombudsman Code and relevant regulatory obligations.
• Deliver outstanding case responses to the Housing Ombudsman Service, producing robust and persuasive case files that support favourable determinations for L&Q, mitigate risk, and reduce the severity of legal outcomes.
• Act as the primary liaison for the Housing Ombudsman, maintaining strong relationships and ensuring consistent communication and responsiveness.
• Manage and maintain the Housing Ombudsman portal, ensuring data integrity and accessibility.
• Provide strategic oversight and first-line assurance of the Housing Ombudsman Support Officers' work, driving consistent quality, compliance, and alignment with regulatory standards.
• Engage with a wide range of internal and external stakeholders, including customers, to ensure collaborative and informed responses that reflect L&Q's commitment to transparency and service excellence.

Qualifications:

• A strong and demonstrable understanding of social housing regulations and the Housing Ombudsman Code, complemented by in-depth knowledge of L&Q's internal processes.
• Exceptional organisational skills with the ability to manage and prioritise workloads effectively, while tracking actions across teams and driving performance through influence and support.
• Outstanding written and verbal communication skills, with confidence in engaging stakeholders at all levels to influence decisions and deliver clear, impactful messaging.
• Proven ability to build strong stakeholder relationships, collaborate across teams, and delegate responsibilities effectively to peers and senior colleagues.
• Skilled in analysing data to identify service improvement opportunities, with a track record of implementing solutions that enhance performance and outcomes.
• Excellent time management skills, with the ability to prioritise both individual and team workloads in a fast-paced environment.
• Strong IT skills, with proficiency in Microsoft Office and other relevant digital tools.
• Experience in delivering high-quality customer service, with a commitment to resident satisfaction.
• Previous experience in team leadership, coaching, or providing constructive feedback to support development and performance.

About L&Q:

We are 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 are proud to serve diverse communities across London, the South East and North West of England. 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.

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more.