Complaints Resolution Officer

We are currently looking for experienced Complaints Resolution Officers to join a social housing service on an initial 6-month temporary contract. The role will focus on investigating and resolving Stage 1 and Stage 2 housing complaints, managing Housing Ombudsman cases and ensuring complaint outcomes result in meaningful service improvement.

The successful candidates will be required onsite 2-3 days per week.

The Role

· Manage and investigate Stage 1 and Stage 2 housing complaints in line with the Housing Ombudsman Complaint Handling Code.

· Undertake detailed investigations across tenancy records, repairs histories, correspondence, policies and other supporting evidence.

· Produce clear, evidence-based complaint responses and determine appropriate resolutions and remedies.

· Manage Housing Ombudsman enquiries and investigations, including preparing evidence and case submissions.

· Coordinate responses to Housing Ombudsman determinations, orders and recommendations.

· Respond to enquiries from Councillors, MPs, advocates and other stakeholders.

· Identify service failures, root causes and opportunities for service improvement.

· Work with housing, repairs and other operational teams to investigate complaints and agree corrective actions.

· Monitor actions, remedies and commitments to ensure they are delivered within agreed timescales.

· Analyse complaint trends and lessons learned to support wider service improvement.

· Maintain accurate complaint and Ombudsman case records and ensure compliance with regulatory requirements.

Key Requirements

· Significant experience investigating complex housing complaints within a local authority, housing association or social housing provider.

· Strong knowledge of the Housing Ombudsman Complaint Handling Code.

· Experience managing Stage 1 and Stage 2 complaints.

· Experience managing Housing Ombudsman enquiries, investigations and determinations.

· Experience preparing evidence and case submissions for the Housing Ombudsman.

· Good understanding of housing legislation, Consumer Standards and landlord responsibilities.

· Experience identifying service failures, determining appropriate remedies and monitoring resulting actions.

· Experience responding to Councillor and MP enquiries.

· Strong experience managing complex complaint caseloads and meeting statutory and regulatory deadlines.

What You Need to Do Now
If you are interested in this Complaints Resolution Officer role and meet the criteria above, please click APPLY NOW and send us your application today.

If you do not hear from us within 48 hours of applying, your application has been unsuccessful.

Footnote
If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We regularly recruit for Complaints Resolution Officers, Senior Complaints Officers, Housing Complaints Managers and Customer Resolution roles across the UK and would be pleased to speak with you confidentially.
Even if you are currently satisfied in your role, we welcome calls from housing complaints and customer resolution professionals looking to build future connections.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us