Complaints + Review Officer

Position: Housing Complaints + Review Officer
Location: West London

We are currently looking for an experienced Housing Complaints and Reviews Officer to join a busy Housing Needs service. This Housing Complaints and Reviews Officer role will primarily focus on investigating complex housing complaints, drafting complaint responses and supporting service improvements across Housing Needs and Housing Solutions services.

The successful candidate will manage a high volume of complaints, undertake detailed investigations, draft responses on behalf of senior managers and identify learning outcomes to improve service delivery. Whilst the role includes statutory reviews work, the primary focus will be complaints handling. This Housing Complaints and Reviews Officer position would suit someone with extensive housing complaints experience, particularly within homelessness, housing needs and allocations services.

The Role
- Investigating complex complaints relating to Housing Needs, Homelessness and Housing Solutions services.
- Drafting Stage 1 and Stage 2 complaint responses in line with corporate complaints procedures and Ombudsman guidance.
- Preparing responses on behalf of senior managers and service leaders.
- Identifying service failures, learning outcomes and service improvement actions.
- Managing MP enquiries, Member enquiries and complex correspondence.
- Liaising with operational teams to gather evidence and complete investigations.
- Monitoring complaint cases to ensure compliance with statutory and corporate timescales.
- Undertaking statutory reviews under Parts VI and VII of the Housing Act 1996 where required.
- Drafting Section 202 review decisions and review outcome letters.
- Maintaining knowledge of housing legislation, case law and Ombudsman determinations.
- Supporting policy, procedure and service improvement initiatives.

Key Requirements
- Extensive experience handling housing complaints within a local authority environment.
- Significant experience investigating and responding to Stage 1 and Stage 2 complaints.
- Experience drafting complaint responses on behalf of senior managers or directors.
- Knowledge of Housing Ombudsman and Local Government & Social Care Ombudsman complaint handling requirements.
- Experience dealing with complaints relating to homelessness, housing needs, allocations or temporary accommodation.
- Knowledge of Parts VI and VII of the Housing Act 1996.
- Experience managing MP enquiries, Member enquiries and complex correspondence.
- Experience undertaking statutory housing reviews would be advantageous.

What You Need to Do Now
If you are interested in this Housing Complaints and Reviews Officer role and meet the criteria above, please click APPLY NOW and send us your CV.

If you do not hear from us within 48 hours, unfortunately your application has not been successful on this occasion.

Footnote
If you feel that this Housing Complaints and Reviews Officer job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We regularly recruit for Housing Complaints Officers, Complaints & Reviews Officers, Housing Reviews Officers and Housing Needs roles across the UK and would be pleased to speak with you confidentially.
Even if you are currently satisfied in your role, we welcome calls from housing professionals looking to build future connections.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us