Reviews & Complaints Officer

Our client is seeking an experienced Housing Review & Complaints Officer to lead on statutory housing and homelessness reviews and manage corporate complaints within the Housing & Public Protection Service.

• Investigate and determine statutory reviews under Part 6 & Part 7 of the Housing Act.
• Conduct applicant interviews, gather evidence, and produce legally robust decisions.
• Log, coordinate, and respond to complaints, ensuring accuracy and timely resolution.
• Quality‑check responses and track improvement actions.
• Provide training to Housing Options staff on legislation, case law and best practice.
• Analyse H‑CLIC data and support accurate reporting.
• Liaise with MPs, councillors, partner agencies and internal teams.

• Strong knowledge of homelessness and allocations legislation.
• Experience in housing casework, reviews, or complaint handling.
• Excellent investigative and decision‑writing skills.
• Confident communicator with strong attention to detail.
• Ability to manage a varied caseload independently.
• Desirable: experience with Jigsaw, H‑CLIC, and local authority housing services.