Complaints Officer

Overview

Salary: £21,428.57 pa (£30,000 FTE)
Location: Fleur-de-Lis, Middlemarsh Street, Dorchester, Dorset DT1 3GX

Hours: 25 hours per week;
Monday to Friday (5 hours per day)
Benefits: 25 days, plus bank holidays and an additional 1.5 days complimentary leave. Option to purchase additional annual leave, car leasing scheme, healthcare cash plan, enhanced pension, and more.

Hastoe owns and manages more than 7,500 homes across the south of England from Devon to Norfolk. We are a social housing landlord and England’s leading rural housing specialist. We deliver small housing developments in partnership with local communities although, for historic reasons, we also own some housing in urban areas.

We are passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives, then we want to hear from you.

This role is all about making a real difference to our customers’ experience. You will take ownership of formal complaint investigations, ensuring every response is fair, evidence-based, and meets the Housing Ombudsman’s Complaint Handling Code. Beyond resolving issues, you’ll play a key part in driving service improvements by identifying root causes and recommending practical solutions. You will also follow complaints through to a positive outcome, helping us build trust and deliver the high standards our customers deserve.

We’re looking for someone with:

• A proven track record in formal complaint handling for front line customers.
• Excellent verbal and written communication skills that comply with relevant policies and external regulations.
• The ability to interpret relevant legislation, tenancy agreements and leases to assist in the decision making of a complaint

“We are a dynamic and exciting team, who always strive to provide excellent service to our residents. We continue to evolve and change the way in which we deliver our services to our customers and we continue to receive high levels of positive feedback. We are excited for the new person to take on this role to continue to improve our delivery and services.”

Annual Leave:
Starting at 25 days, plus bank holidays and 1.5 days complimentary leave, along with the option to purchase additional leave.

Enhanced Pension:
Hastoe's employer contributions start at 5% and are based on matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.

Other benefits include:

• Flexible working opportunities.
• Annual leave increasing with length of service up to a maximum of 28 days, plus bank holidays (pro rata for part time employees).
• Discounts for local shops, restaurants and gym membership.
• Cycle and Car Leasing Scheme.
• Employee Assistance Programme (EAP) – confidential phone and online support and resources service with 24/7 access.
• Health Cash Plan (a type of health insurance).
• 3 x Life Assurance from day 1, for all pension holders.
• A supportive working environment with ongoing learning and development opportunities.
• Long Service awards.

Please send your CV to in the body of an email by midnight on 4 March 2026. Email address:

We will be conducting interviews as the recruitment progresses and may close the vacancy early. We recommend applying early.

If you would like to find out more about the role please contact Adam Wheelhouse at  or for enquiries about the application process please contact the HR Team at

This post is subject to background checks. For further information please visit: