Complaints Officer

Join a well-established housing organisation in a rewarding temporary role where you’ll help improve residents’ experiences and ensure complaints are handled fairly, effectively and in line with regulatory requirements. This Complaints Officer position is based in Worcestershire and offers an initial three-month contract, with an immediate start preferred.
You’ll be managing a high volume of complaints, particularly those relating to repairs and contractor performance. You’ll investigate cases thoroughly, review tenancy and repairs histories, liaise with internal teams and prepare clear, professional responses that address residents’ concerns. This is an excellent opportunity for an experienced housing complaints professional who can hit the ground running.

Please note:

Direct experience using the QL housing management system is essential. You must also have Housing Ombudsman experience and previous experience handling complaints within a housing association. Candidates without all three requirements will not be considered.

We’d love to hear from candidates with a background as a Complaints Officer, Complaints Handler, Complaints Investigator, Customer Resolution Officer or Complaints Coordinator, provided they meet all the essential requirements.

As a Complaints Officer, you will be:

Managing and investigating formal complaints, including Stage 1 and Stage 2 cases
Using the QL housing management system to access and review relevant housing records
Investigating repairs-related complaints by reviewing case histories, tenancy records and contractor information
Liaising with internal teams and stakeholders to obtain information and resolve complaints
Drafting formal complaint responses and outcome letters in line with the Housing Ombudsman’s Complaint Handling Code
Identifying recurring issues, investigating root causes and recommending service improvements
Maintaining accurate case records and ensuring complaints are progressed within required timescalesI’d love to speak to anyone who has:

Hands-on experience using the QL housing management system — essential
Direct experience dealing with the Housing Ombudsman and knowledge of its Complaint Handling Code — essential
Previous experience handling complaints within a housing association or social housing provider — essential
Experience investigating complex complaints, particularly those involving repairs and contractor performance
Excellent written and verbal communication skills, with the ability to produce clear and professional complaint responses
Strong organisational skills and the ability to manage a high volume of cases effectively

Key requirements for this Complaints Officer role:

Proven experience using QL
Housing Ombudsman experience
Previous social housing complaints experience
Availability for an immediate start preferred

The role is offering the following benefits:

Hourly rate of up to £25 per hour
Initial three-month temporary contract
37 hours per week
Hybrid working, with 1–2 days per week in the office
Flexible working hours between 7:00am and 7:00pm
The opportunity to make a meaningful difference to residents’ experiences and improve housing services

Travel &

Location:

This role is based in Worcestershire, with hybrid working arrangements requiring approximately 1–2 days per week in the office. The successful candidate must be comfortable travelling to the office as required.
If this Complaints Officer role sounds like your next opportunity and you meet all three essential requirements, please apply now or contact Ryan at Niyaa People to discuss the position further.

Please only apply if you have direct QL housing management system experience, Housing Ombudsman experience and a background handling complaints within a housing association