At a Glance
- Tasks: Manage complaints, draft responses, and ensure compliance in a dynamic housing environment.
- Company: Join L&Q, a leading housing association dedicated to fair outcomes for residents.
- Benefits: Enjoy a competitive salary, excellent pension, generous leave, and lifestyle perks.
- Other info: Hybrid working model with opportunities for professional growth and community impact.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive team.
- 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: 29th May 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…
Join our Housing Ombudsman Service Team at L&Q: 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.
Are you a detail-driven professional with a passion for fairness and accountability? Do you thrive in a role where diplomacy, stakeholder management, and independent working are key? If so, we’d love for you to bring your expertise to our collaborative and values-led Customer Resolution Team. If this sounds like you, we would love for you to apply!
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 - 7814 in London employer: We build homes for sale or rent across the country
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 a competitive salary, generous benefits including an excellent pension plan, ample annual leave, and opportunities for volunteering, our team members are empowered to make a meaningful impact in the community. Join us in our mission to provide high-quality housing and contribute to a diverse and dynamic environment in either London or Manchester.
Contact Details:
We build homes for sale or rent across the country Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Housing Ombudsman Service (HOS) Support Officer - 7814 in London
✨Tip Number 1
Get to know the company! Research L&Q and the Housing Ombudsman Service. Understanding their values and mission will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions. Think about how your skills align with the role of a Support Officer. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and even give you tips on what to expect during the interview process. Plus, it shows initiative!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the position can leave a lasting impression. It’s a simple way to stand out and show your enthusiasm for the role.
We think you need these skills to ace Housing Ombudsman Service (HOS) Support Officer - 7814 in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of HOS Support Officer. We want to see how you can contribute to our mission of delivering fair outcomes for residents.
Showcase Your Communication Skills:Since this role involves a lot of correspondence, it’s crucial to demonstrate your excellent written communication skills. Use clear and concise language in your application to reflect how you would handle Ombudsman enquiries.
Highlight Relevant Experience:If you've got experience dealing with complex legal or Ombudsman cases, make sure to mention it! We’re looking for someone who understands social housing regulations and can navigate them effectively.
Apply Early!:Don’t wait until the last minute to submit your application. We encourage early applications as we might close the advert sooner than the deadline. Head over to our website and get your application in!
How to prepare for a job interview at We build homes for sale or rent across the country
✨Know Your Stuff
Make sure you brush up on your knowledge of 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 Skills
Prepare examples from your past experiences where you've handled complex cases or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical and organisational skills.
✨Engage with Stakeholders
Since this role involves a lot of stakeholder management, think about how you can demonstrate your ability to build relationships. Prepare to discuss times when you've successfully collaborated with others to resolve issues or improve services.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, the complaints process, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
