Housing Complaints and Feedback Manager

We''re recruiting a highly experienced and dynamic Housing Complaints and Feedback Manager to lead the delivery of a professional, resident-focused complaints and casework service. This role is central to championing the customer voice, ensuring learning from feedback drives service improvements, and strengthening compliance with housing regulations and consumer standards. You''ll be joining at a critical time for housing services, with the opportunity to shape the way complaints and feedback are managed, embed a culture of accountability, and deliver tangible improvements to resident experience. The Role Lead and manage the Housing Complaints and Feedback team, setting the standard for empathetic, resolution-focused casework. Oversee the handling of complaints, Members'' Enquiries, FOI requests, SARs, and Ombudsman investigations, ensuring compliance with statutory and regulatory frameworks. Act as subject matter expert on the Housing Ombudsman Code and Local Government and Social Care Ombudsman requirements. Work strategically with senior managers, elected members, and external partners to improve outcomes and strengthen accountability. Develop training and support programmes to upskill staff across housing services in complaint resolution and customer care. Ensure learning from complaints is captured and embedded into service delivery, driving measurable improvements in resident satisfaction. Produce and present clear performance reporting, data analysis, and ..... full job details .....