Complaints Officer - Stage 1

Housing Complaints Officer - Stage 1

• Pay: 22.07 PAYE / 28.78 Umbrella
• Contract: Temporary (1 October to 1 April)
• Location: London, Barbican Estate Officer EC2Y
• Working Pattern: Hybrid

We are looking for an experienced Housing Complaints Officer - Stage 1 to investigate and resolve complaints within a Repairs & Maintenance service.

You’ll manage complaints from start to finish, work closely with residents, contractors and internal teams, and help drive service improvements through customer feedback and complaint analysis.

• Investigate Stage 1 complaints relating to repairs, maintenance and service delivery.
• Engage with residents to understand concerns and provide updates.
• Gather and review evidence including repair records, inspections and contractor information.
• Produce clear, professional and empathetic complaint responses.
• Recommend remedies, compensation and service improvements where appropriate.
• Track actions and ensure agreed outcomes are completed.
• Support Housing Ombudsman enquiries, FOI requests and Member enquiries.
• Monitor complaint trends and identify opportunities to improve services.
• Work with contractors and operational teams to resolve issues and improve performance.

• Experience handling complaints within housing, repairs, maintenance or property services.
• Strong investigation and case management skills.
• Excellent written and verbal communication skills.
• Ability to analyse information and identify root causes.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to manage multiple priorities and meet deadlines.