Complaints Resolution Officer

We are currently looking for experienced Complaints Resolution Officers to join a social housing service on an initial 6-month temporary contract. The role will focus on investigating and resolving Stage 1 and Stage 2 housing complaints, managing Housing Ombudsman cases and ensuring complaint outcomes result in meaningful service improvement. The successful candidates will be required onsite 2-3 days per week.

The Role

• Manage and investigate Stage 1 and Stage 2 housing complaints in line with the Housing Ombudsman Complaint Handling Code.
• Undertake detailed investigations across tenancy records, repairs histories, correspondence, policies and other supporting evidence.
• Produce clear, evidence-based complaint responses and determine appropriate resolutions and remedies.
• Manage Housing Ombudsman enquiries and investigations, including preparing evidence and case submissions.
• Coordinate responses to Housing Ombudsman determinations, orders and recommendations.
• Respond to enquiries from Councillors, MPs, advocates and other stakeholders.
• Identify service failures, root causes and opportunities for service improvement.
• Work with housing, repairs and other operational teams to investigate complaints and agree corrective actions.
• Monitor actions, remedies and commitments to ensure they are delivered within agreed timescales.
• Analyse complaint trends and lessons learned to support wider service improvement.
• Maintain accurate complaint and Ombudsman case records and ensure compliance with regulatory requirements.

Key Requirements

• Significant experience investigating complex housing complaints within a local authority, housing association or social housing provider.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Stage 1 and Stage 2 complaints.
• Experience managing Housing Ombudsman enquiries, investigations and determinations.
• Experience preparing evidence and case submissions for the Housing Ombudsman.
• Good understanding of housing legislation, Consumer Standards and landlord responsibilities.
• Experience identifying service failures, determining appropriate remedies and monitoring resulting actions.
• Experience responding to Councillor and MP enquiries.
• Strong experience managing complex complaint caseloads and meeting statutory and regulatory deadlines.

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