Housing Complaints Officer

Town Hall
160 Whitechapel Road
LONDON
E1 1BJ

Tower Hamlets is one of London’s most diverse and vibrant boroughs, known for its creativity, enterprise, and cultural richness. Covering just eight square miles, it is a place of contrasts and ongoing improvement. We face challenges but see them as opportunities to make a real impact. Our community is dynamic, and everyone works together with passion and pride. As an employer, we offer a generous annual leave package, a competitive pension, and flexible working options.

For more information on why join Tower Hamlets, please visit:

Our Housing Options Service is seeking a highly motivated, customer-focused individual to join our Statutory Advocacy Team. This role offers variety and involves building strong relationships with internal and external stakeholders, ensuring complaints are handled efficiently and with integrity. As a Housing Complaints Officer, you will be responsible for delivering high-quality customer care. Your responsibilities will include:

1. Dealing with complex complaints, identifying and implementing suitable resolutions.
2. Ensuring compliance with statutory requirements, guidance, practice, relevant legislation, and the Council’s and Ombudsman’s Complaints Handling Codes.
3. Using excellent communication skills, both written and verbal, to provide resolutions and responses to complaints, Members, and Mayoral Enquiries.

If you have strong organizational skills, a proactive approach to problem-solving, and the ability to work under pressure and meet tight deadlines, we would love to hear from you.

Please note that roles are available as fixed-term contracts for 12 months.

Tower Hamlets\’ vision for our borough is that people are inspirational, independent, and have equal access to opportunities. We aim to be a borough that residents are proud of and love to live in, and a council that is outcomes-based, utilizing digital innovation and partnership working to meet the changing needs of our community. We seek individuals who embody our TOWER values: Together; Open; Willing; Excellent; Respect.

Tower Hamlets maintains a zero-tolerance approach to discrimination of all kinds, including race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, civil partnership, gender identity, gender expression, pregnancy, and maternity. We are committed to employing a diverse workforce that reflects these groups. We also recognize that social and economic disadvantages can impact individuals and are dedicated to eliminating discrimination and disadvantage caused by social class.

We welcome applications from those interested in flexible working arrangements and from residents of the borough.

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