Complaints Officer

Housing Complaints OfficerContract: Interim initially for 6 months Hours: 37 hours per weekWorking Pattern: HybridStart Date: August 2026I am currently recruiting for an experienced Housing Complaints Officer to join a busy housing service on an interim basis.This role will take responsibility for managing and coordinating formal housing complaints, ensuring residents receive clear, accurate and empathetic responses within the required timescales. You will work closely with housing, repairs and operational teams to investigate cases, gather evidence and identify appropriate resolutions.Key ResponsibilitiesManage a varied caseload of Stage 1 and Stage 2 housing complaints from initial investigation through to resolution.Draft clear, detailed and customer-focused complaint responses.Coordinate responses to enquiries from elected representatives and other key stakeholders.Liaise with housing, repairs and operational teams to gather information and evidence.Monitor complaint handling timescales, deadlines and performance indicators.Maintain accurate case records and robust audit trails.Identify recurring complaint themes, service failures and opportunities for improvement.Produce complaint reports, performance information and case-tracking spreadsheets.Support compliance with the Housing Ombudsman''s Complaint Handling Code, consumer standards and internal complaint procedures.Communicate directly with residents, demonstrating empathy, professionalism and a solution-focused ..... full job details .....