Complaints Officer

Position: Housing Complaints Officer
Location: Hammersmith

You will be responsible for investigating and responding to complaints from residents, leaseholders, and other stakeholders relating to housing services. Working closely with internal departments, you will ensure complaints are handled promptly, sensitively, and in accordance with the Housing Ombudsman Complaint Handling Code.
The successful candidate will have excellent communication skills, strong attention to detail, and the ability to manage challenging situations professionally.

Key Responsibilities
Manage and coordinate housing complaints from initial receipt through to resolution
Investigate complaints thoroughly, gathering evidence and liaising with relevant departments
Draft clear, accurate, and empathetic complaint responses
Ensure compliance with complaint handling procedures, policies, and timescales
Maintain accurate records and case management systems
Identify trends and recurring issues to support service improvement
Support managers with complaint reviews and Ombudsman enquiries
Provide excellent customer service to residents and stakeholders at all times
Contribute to performance reporting and lessons learned initiatives

About You We are looking for someone who has:

Experience handling complaints, ideally within housing, public sector, or customer service environments
Knowledge of social housing practices and complaint handling procedures
Excellent written and verbal communication skills
Strong investigative and problem-solving abilities
Ability to manage a varied caseload and work to deadlines
Good organisational and IT skills
Experience working with vulnerable customers and sensitive situations
A calm, professional, and customer-focused approach

If you have the relevat skills then please apply today