Complaints Officer

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Recruitment Services are seeking a Housing Complaints Officer to join a Housing Services team in Addlestone, Surrey.

• To coordinate and manage complaints relating to Housing Services in accordance with the Housing Ombudsman Complaint Handling Code.
• To support fair and thorough complaint investigations, ensuring compliance and timely resolution.
• To help identify learning from complaints and contribute to continuous improvement to Housing Services.

Initially, this role will be based at the Civic Centre in Addlestone, five days a week. Subject to completion of training and induction, there may be the option to work from home for up to two days a week.

• Manage and acknowledge housing complaints, ensuring accurate records are maintained on the case management system.
• Coordinate complaints from initial receipt through to resolution, supporting Stage 1 and Stage 2 investigations and drafting responses where required.
• Work closely with Housing Services colleagues and contractors to investigate complaints and achieve timely resolutions.
• Ensure complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code, meeting required timescales and quality standards.
• Gather evidence, review records and assist with investigations to establish facts and determine appropriate outcomes.
• Review complaint responses to ensure they are clear, empathetic, evidence-based and compliant with relevant requirements.
• Monitor complaint handling timescales, identify potential delays and
  ** escalate
  * * risks of non-compliance.
• Liaise with residents, advocates, contractors and other stakeholders to resolve complaints effectively.
• Identify and record reasonable adjustments to ensure the complaints process is accessible and inclusive.
• Coordinate responses to Housing Ombudsman enquiries and support investigations referred to the Ombudsman.
• Maintain accurate records of complaint outcomes, remedies, lessons learned and agreed service improvements.
• Promote learning from complaints, support improvements to processes and contribute to developing a positive complaint handling culture.

• Experience of handling or investigating complaints, preferably within a regulated public service or social housing environment.
• An understanding of the Housing Ombudsman Complaint Handling Code and the importance of meeting regulatory requirements.
• Excellent written and verbal communication skills, particularly the ability to produce clear, professional and evidence-based correspondence.
• Strong organisational skills and the ability to manage competing priorities and deadlines.
• Experience of interpreting policies, procedures and regulatory requirements.
• Excellent customer care skills, with the ability to handle challenging conversations professionally and empathetically.
• Good IT skills, including Microsoft Office and confidence in using digital tools such as Copilot.

Recruitment is done in line with safe recruitment practices. 4

Recruitment Services is an equal opportunities employer.