Complaints Lead

Complaints Lead - Housing

I am working with a well-established public sector housing organisation that is looking to appoint an experienced Complaints Lead to oversee and continuously improve complaint handling across its housing services.

This is an excellent opportunity for a highly experienced complaints professional to lead a small team, improve resident outcomes and ensure the organisation maintains high standards of compliance with the Housing Ombudsman Complaint Handling Code.

As Complaints Lead, you will take responsibility for the effective management of Stage 1 complaints, Stage 2 complaints and Members' Enquiries.

You will act as the principal point of expertise for housing complaints, providing guidance and constructive challenge to managers and operational teams while ensuring residents receive fair, timely, empathetic and evidence-based responses.

You will also use resident feedback and complaint data to identify recurring issues, improve services and reduce avoidable complaint escalations.

• Leading and overseeing Stage 1 complaints, Stage 2 complaints and Members' Enquiries
• Managing and supporting a team of three Complaints Officers
• Monitoring response times, quality standards and customer outcomes
• Reviewing complex, sensitive and high-risk complaints
• Supporting managers with investigations and appropriate resolutions
• Ensuring complaint actions, commitments and service recovery measures are completed
• Maintaining compliance with the Housing Ombudsman Complaint Handling Code
• Supporting Ombudsman investigations, determinations, orders and recommendations
• Leading annual complaint self-assessments and assurance activity
• Identifying trends, recurring issues, root causes and emerging risks
• Producing performance, insight and thematic reports for senior leaders
• Translating resident feedback into measurable service improvement actions
• Improving complaint handling capability across housing, repairs, customer services and contractor teams
• Maintaining accurate complaint records, action trackers and assurance evidence

To be considered for this position, you will need significant experience managing complaints, investigations or customer feedback within housing, the public sector or another regulated environment.

• Experience handling complex Stage 1 and Stage 2 housing complaints
• Strong knowledge of the Housing Ombudsman Complaint Handling Code
• Experience managing Members' Enquiries and politically sensitive cases
• Excellent complaint investigation and resolution skills
• Experience analysing complaint data and identifying improvement opportunities
• The ability to produce clear reports and present findings to senior stakeholders
• Experience developing complaint policies, procedures and quality assurance frameworks
• Strong stakeholder management and influencing skills
• The confidence to challenge poor performance constructively
• Strong Microsoft Excel, PowerPoint and performance-reporting skills
• Previous team management or leadership experience

The successful candidate will be resident-focused, resilient and confident when managing challenging situations. You will be able to balance empathy and fairness with accountability, governance and the need to deliver meaningful service improvements.

This is an opportunity to take ownership of an important housing complaints function and make a visible impact on resident experience.

You will join an organisation committed to improving complaint handling, strengthening accountability and using resident feedback to drive lasting improvements across its housing services.