Complaints Officer
Job in
Basildon, Essex County, SS14, England, UK
Listed on 2026-10-19
Listing for:
Vivid Resourcing Ltd
Full Time
position Listed on 2026-10-19
Job specializations:
-
Government
Bilingual, Government Administration, Human Services/ Social Work
Job Description & How to Apply Below
- Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code
- Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence
- Writing clear, empathetic and well-reasoned complaint responses
- Acting as the main point of contact for residents throughout the complaints process
- Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales
- Coordinating actions to comply with Ombudsman determinations, orders and recommendations
- Responding to enquiries from Councillors, MPs, advocates and other stakeholders
- Working with operational teams to agree remedies and corrective actions, and following them through to completion
- Recording lessons learned and analysing complaint trends to drive service improvement
- Experience investigating complex complaints within a local authority, housing association or social housing setting
- Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations
- A good understanding of housing legislation, consumer standards and landlord responsibilities
- Experience responding to Councillor and MP enquiries
- Excellent report writing, letter drafting and case management skills
- Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies
- The ability to manage a demanding caseload against strict deadlines
- A resident-focused, solution-oriented approach
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