At a Glance
- Tasks: Manage and coordinate complaint case histories, ensuring clarity and compliance.
- Company: Join L&Q, a leading housing association dedicated to quality homes and community support.
- Benefits: Enjoy a competitive salary, excellent pension, generous leave, and lifestyle perks.
- Other info: Be part of a diverse team committed to inclusion and sustainability.
- Why this job: Make a real difference in people's lives by ensuring fair outcomes in housing complaints.
- Qualifications: Experience in handling complex cases and strong communication skills are essential.
The predicted salary is between 26170 - 29909 £ per year.
Contract Type: Permanent
Salary: Starting from £29,909 per annum (London salary) or £26,170 per annum (Regional salary)
Grade: 04
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Agile Worker 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Working Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pm
Closing Date: 2nd June 2026
Interview Dates: To be held w/c 8th June 2026
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated. With effect from February 2026, L&Q reserve the right to not shortlist applications from candidates with 3 or more unsuccessful applications within the last 24 months.
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...
At L&Q, we’re committed to delivering fair and transparent outcomes for our residents. Reporting to the Housing Ombudsman Service (HOS) Team Leader, you’ll play a vital role in managing and coordinating complaint case histories, drafting clear and comprehensive responses to Ombudsman enquiries, and ensuring every request is tracked and actioned through strong stakeholder engagement. You’ll be the first point of contact for the Housing Ombudsman, managing correspondence and building trusted relationships. With a solid understanding of legislation and regulatory frameworks, you’ll ensure compliance and auditability across all cases, while confidently reviewing decisions and challenging outcomes where needed.
Your impact in the role:
- You’ll compile detailed complaint case histories and produce comprehensive, evidence-based responses to Housing Ombudsman requests, ensuring accuracy, clarity, and compliance.
- Deliver high-quality case files that support favourable outcomes for L&Q, mitigating risk and strengthening the organisation’s position in Ombudsman determinations.
- Analyse case data to ensure relevance and accuracy, identifying potential risks and opportunities for service improvement.
- Contribute to the development of the complaints process by monitoring trends, logging insights, and identifying areas for improvement that enhance customer experience and reduce future complaints.
- Collaborate with a wide range of internal and external stakeholders, including customers, to ensure informed, transparent, and effective complaint resolution.
What you'll bring:
- Knowledge of social housing regulations and the Housing Ombudsman Code
- Experience handling complex legal or Ombudsman cases
- Strong organisational skills with the ability to prioritise, track actions, and support team performance
- Excellent written and verbal communication, confident in influencing stakeholders at all levels
- Effective collaboration and delegation across teams and senior colleagues
- Proven ability to analyse data and implement service improvements
- Highly analytical, able to interpret and summarise complex information clearly
- Proficient in Microsoft Office and related IT tools
- Customer-focused with experience in delivering high-quality service
- Experience in coaching or managing complex cases
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. 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. At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Housing Ombudsman Service (HOS) Support Officer employer: L&Q Living
At L&Q, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With competitive benefits such as an excellent pension plan, generous annual leave, and opportunities for volunteering, our team members thrive in a collaborative environment where their contributions directly impact the lives of our residents. Join us in our mission to provide high-quality housing and make a meaningful difference in diverse communities across London and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Ombudsman Service (HOS) Support Officer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on L&Q and their values. This will help you tailor your responses and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your skills align with the role of a Support Officer and be ready to share examples from your past experiences.
✨Tip Number 3
Be yourself! During the interview, let your personality shine through. L&Q values diversity and inclusion, so don’t be afraid to show what makes you unique and how you can contribute to their collaborative culture.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the position. Plus, it keeps you on their radar!
We think you need these skills to ace Housing Ombudsman Service (HOS) Support Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the HOS Support Officer role. Highlight your experience with complaint management and stakeholder engagement, as these are key aspects of the job.
Showcase Your Skills:Don’t forget to emphasise your organisational skills and attention to detail. Use specific examples from your past work to demonstrate how you've successfully handled complex cases or improved processes.
Be Clear and Concise:When drafting your application, clarity is crucial. Make your points straightforward and easy to understand, especially when discussing your understanding of social housing regulations and compliance.
Apply Early!:We encourage you to submit your application as soon as possible. Remember, we might close the application process earlier than the stated date, so don’t miss out on this opportunity!
How to prepare for a job interview at L&Q Living
✨Know Your Stuff
Make sure you brush up on social housing regulations and the Housing Ombudsman Code. Being able to discuss these topics confidently will show that you’re serious about the role and understand the key issues at play.
✨Showcase Your Communication Skills
Since this role involves a lot of stakeholder engagement, practice articulating your thoughts clearly and concisely. Prepare examples of how you've influenced stakeholders in the past, as this will demonstrate your ability to manage relationships effectively.
✨Be Detail-Driven
Highlight your organisational skills by discussing how you track actions and manage case histories. Bring examples of how your attention to detail has led to successful outcomes in previous roles, especially in complex cases.
✨Demonstrate Your Analytical Mindset
Prepare to discuss how you've used data analysis to improve services or processes in the past. This role requires a keen eye for identifying trends and opportunities, so be ready to share specific instances where your analytical skills made a difference.
