Complaints Resolution Officer / Complaints Handler (Housing / Repairs)

Hemel Hempstead, Hertfordshire (Hybrid Working)

£35,916.24 per annum

Fixed Term Contract until the end of March 2026 (with potential extension until 1 June 2026)

Full Time, 37 hours per week

Thrive Homes are seeking a Complaints Handler to be responsible for investigating and resolving customer complaints in accordance with Thrive’s Complaints Policy, the Housing Ombudsman’s Complaint Handling Code, and all other applicable regulatory standards.

Its purpose is to ensure complaints are handled fairly, that issues are appropriately addressed when service has fallen short, and that first-time resolution is achieved wherever possible.

While this role is hybrid, you will be required to attend our office to gain a thorough understanding of our Repairs department and how it operates. This will include spending time with colleagues, observing key processes, and building the knowledge needed to handle related complaints confidently and effectively.

Other Responsibilities:

• Manage and prioritise a caseload of complaints, planning work effectively to meet response timescales and achieve fair, timely and first-time resolution wherever possible.
• Produce clear, high-quality complaint responses, including speaking with customers where needed to fully understand the issues, and identify when escalation is required.
• Manage a high volume of complaints correspondence, including contributing to the monitoring of the complaints inbox and ensuring new complaints, additional points and escalations are identified, logged and triaged accurately and promptly.
• Work collaboratively with colleagues and service areas to gather information, agree actions and realistic timescales, and monitor progress until complaints are fully resolved and agreed actions have been completed.
• Facilitate case discussions with service areas to progress new complaints and resolve outstanding actions on existing and closed cases.
• Recognise complex or sensitive complaints and escalate appropriately, contributing to case discussions or review meetings to support resolution and ensure appropriate oversight.

Requirements:

• Good experience investigating and responding to formal complaints in housing, repairs or a regulated environment.
• Handling complaints end-to-end, including investigation, liaison with services or contractors and issuing written responses.
• Working knowledge of complaints procedures and Housing Ombudsman Code.
• Experience working in line with a complaints policy, service standards or regulatory framework, ideally including awareness of the Housing Ombudsman Complaint Handling Code.
• Direct customer contact and handling challenging conversations.
• Experience speaking with customers to understand concerns, explain outcomes and manage difficult or sensitive situations professionally and fairly.
• Managing a personal caseload of complaints and meeting response deadlines.
• Prioritising work, managing multiple cases and working to service standards or response timescales.
• Working collaboratively with internal teams or contractors to resolve complaints.
• Evidence of working with multiple stakeholders to gather information, agree actions and progress issues to resolution.
• Using case management or CRM systems and Microsoft Office (Word and Excel) to manage cases and maintain records.
• Experience updating systems, maintaining records and using spreadsheets or documents to track or manage work.

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.

Closing date: Monday 2nd March 2026

Interviews: To be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.

Thrive Homes and Watford Community Housing are exploring a potential merger that would create a stronger organisation built on shared values and geography. For our people, this means new opportunities to grow, develop, and make an even bigger impact. By combining resources and expertise, we aim to invest more in homes, deliver excellent customer service, and expand affordable housing for local communities, all while offering our staff greater scope to shape their careers in housing.