Complaints Resolution Manager (Housing / Repairs) in Kings Langley

Thrive Homes is recruiting a Complaints Resolution Manager to lead the effective delivery of its complaints service. This role will take responsibility for managing complex and escalated cases, coordinating engagement with the Housing Ombudsman, producing reports and insight, and ensuring that learning and service improvements are embedded across the organisation.

We are looking for an individual with strong complaints and regulatory expertise, proven experience handling complex cases, and confidence working with data, reporting, and senior stakeholders.

Other Responsibilities:

• Provide line management and professional support as required, ensuring the complaints service operates effectively and colleagues are supported in line with organisational policies.
• Investigate, respond to and resolve complaints, including complex or escalated cases, and provide operational cover within the complaints service as needed to maintain continuity.
• Act as Thrive’s lead operational contact for Housing Ombudsman investigations and engagement, coordinating responses, evidence, case reviews, overseeing follow-up actions, and briefing colleagues on outcomes and emerging themes.
• Carry out quality assurance of complaint responses to ensure accuracy, fairness, tone and compliance, identifying areas for improvement and supporting consistent standards.
• Produce compliance, performance and insight reports, including caseload, workload and resource forecasting, and coordinate statutory and regulatory returns.
• Review trends, recurring issues and post-investigation learning, working with colleagues to monitor actions and reduce repeat complaints and escalation.
• Prepare for and participate in audits, self-assessments and compliance reviews, ensuring evidence is available and actions are progressed.
• Support the Head of Customer Insight & Experience in evidencing how feedback drives improvement, including contributing to workshops or learning activity where required.
• Facilitate customer involvement in complaints assurance or feedback activity where required.

Requirements:

• Substantial experience in complaints handling within social housing or a regulated environment including knowledge of the Housing Ombudsman Complaint Handling Code and wider regulation (e.g. RSH, TSMs).
• Experience managing complex or escalated complaints.
• Evidence of personally handling or leading complex cases and working across teams to reach resolution.
• Experience responding to or coordinating Housing Ombudsman investigations or enquiries including preparing evidence, reviewing cases or managing follow-up actions.
• Producing complaints reports and working with data.
• Evidence of analysing complaints data, producing reports, using spreadsheets or manual data handling to identify trends or risks.
• Leading or coordinating service improvements from complaints or audits evidence of identifying learning and managing or monitoring actions to deliver improvements.
• Evidence of responsibility for outcomes, performance, delivery of standards or supporting colleagues in a senior or lead role.

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 16th 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.