Complaints Resolution Officer Borough Council

Complaints Resolution Officer - Basildon Borough Council Basildon Borough Council

Temporary,Full Time

£28.00 - £30.00 ph (umbrella)

Location:

Basildon

Closing Date: 4th October 2026

Essex County Council (ECC) are delighted to be supporting Basildon Council to recruit three
Complaints Resolution Officers on a full-time, 6-month temporary basis.

The successful candidate will be required to be onsite a minimum of 2-3 days per week and there may be some travel involved as part of the role but this is not essential.

The Complaints Resolution Officer is responsible for managing and investigating complaints and Housing Ombudsman cases within a social housing environment, ensuring all cases are handled fairly, thoroughly, and in accordance with the Housing Ombudsman Complaint Handling Code, relevant legislation, regulatory requirements, and organisational policies.

The postholder will act as the primary point of contact for residents throughout the complaints process, undertaking detailed investigations, identifying service failures and root causes, and delivering clear, balanced, and resident-focused complaint responses. The role is also responsible for managing Housing Ombudsman enquiries and investigations, coordinating responses across service areas, and ensuring compliance with Ombudsman timescales, orders, and recommendations.

Working closely with operational teams and stakeholders, the postholder will ensure that remedies, commitments, and service improvements arising from complaints are completed and embedded. The role plays a key part in driving organisational learning, improving customer experience, and promoting a positive complaint-handling culture across the organisation

• Manage and investigate Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code and organisational procedures.
• Conduct thorough, evidence-based investigations by reviewing tenancy records, policies, repairs history, correspondence, and other relevant documentation.
• Draft clear, accurate, empathetic, and well-reasoned complaint responses.
• Act as the primary point of contact for residents throughout the complaints process, ensuring effective communication and expectation management.
• Respond to enquiries from Councillors, MPs, advocates, and other stakeholders as required.
• Manage Housing Ombudsman enquiries, investigations, and information requests, ensuring responses are submitted within required timescales.
• Prepare evidence, case files, and submissions for Housing Ombudsman investigations.
• Review Housing Ombudsman determinations, orders, and recommendations and coordinate actions required to achieve compliance.
• Identify service failures, root causes, and appropriate remedies to achieve fair and effective complaint resolutions.
• Work collaboratively with operational teams and managers to gather information, agree corrective actions, and resolve complaints effectively.
• Monitor and follow up on actions, remedies, and commitments arising from complaint responses and Housing Ombudsman cases, ensuring they are completed within agreed timescales.
• Maintain accurate records of complaints, Ombudsman cases, outcomes, service improvements, and lessons learned.
• Record, monitor, and report on lessons learned from complaints and Ombudsman investigations, ensuring improvements are implemented and embedded across the organisation.
• Analyse complaint trends and performance data to identify opportunities for service improvement and support continuous improvement initiatives.
• Ensure compliance with relevant housing legislation, regulatory requirements, consumer standards, and internal policies.

Contribute to the development of best practice in complaint handling and customer resolution across the organisation

• Experience investigating and resolving complex complaints within a housing association, local authority, or social housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and Ombudsman investigations and determinations.
• Experience managing Housing Ombudsman enquiries and investigations.
• Good understanding of relevant housing legislation, consumer standards, and landlord responsibilities.
• Experience handling Stage 1 and Stage 2 complaints and preparing responses to Councillor and MP enquiries.
• Experience identifying service failures, recommending remedies, and driving service improvements.
• Excellent report writing, letter drafting, and case management skills.
• Strong analytical,…