Thrive Homes

Complaints Handler (Housing / Repairs) Hemel Hempstead, Hertfordshire (Hybrid Working) £36,993.73 per annum Fixed Term Contract until 1 September 2026 Full Time, 37 hours per week Thrive Homes are seeking for a Complaints Handler to be responsible for investigating and resolving customer complaints in accordance with Thrive's Complaints Policy, the Housing Ombudsman's Complaint Handling Code, and all other applicable regulatory standards. Its purpose is to ensure complaints are handled fairly, that issues are appropriately addressed when service has fallen short, and that first-time resolution is achieved wherever possible. While this role is hybrid, you will be required to attend our office to gain a thorough understanding of our Repairs department and how it operates. This will include spending time with colleagues, observing key processes, and building the knowledge needed to handle related complaints confidently and effectively. Other Responsibilities: Manage and prioritise a caseload of complaints, planning work effectively to meet response timescales and achieve fair, timely and first-time resolution wherever possible. Produce clear, high-quality complaint responses, including speaking with customers where needed to fully understand the issues, and identify when escalation is required. Manage a high volume of complaints correspondence, including contributing to the monitoring of the complaints inbox and ensuring new complaints, additional points and escalations are identified, logged and triaged accurately and promptly. Work collaboratively with colleagues and service areas to gather information, agree actions and realistic timescales, and monitor progress until complaints are fully resolved and agreed actions have been completed. Facilitate case discussions with service areas to progress new complaints and resolve outstanding actions on existing and closed cases. Recognise complex or sensitive complaints and escalate appropriately, contributing to case discussions or review meetings to support resolution and ensure appropriate oversight. Requirements: Good experience investigating and responding to formal complaints in housing, repairs or a regulated environment. Handling complaints end-to-end, including investigation, liaison with services or contractors and issuing written responses. Working knowledge of complaints procedures and Housing Ombudsman Code. Experience working in line with a complaints policy, service standards or regulatory framework, ideally including awareness of the Housing Ombudsman Complaint Handling Code. Direct customer contact and handling challenging conversations. Experience speaking with customers to understand concerns, explain outcomes and manage difficult or sensitive situations professionally and fairly. Managing a personal caseload of complaints and meeting response deadlines. Prioritising work, managing multiple cases and working to service standards or response timescales. Working collaboratively with internal teams or contractors to resolve complaints. Evidence of working with multiple stakeholders to gather information, agree actions and progress issues to resolution. Using case management or CRM systems and Microsoft Office (Word and Excel) to manage cases and maintain records. Experience updating systems, maintaining records and using spreadsheets or documents to track or manage work. Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role. Closing date: 14th April 2026 Interviews: To be confirmed We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible. Thrive Homes and Watford Community Housing are exploring a potential merger that would create a stronger organisation built on shared values and geography. For our people, this means new opportunities to grow, develop, and make an even bigger impact. By combining resources and expertise, we aim to invest more in homes, deliver excellent customer service, and expand affordable housing for local communities, all while offering our staff greater scope to shape their careers in housing.

Neighbourhood Officer Hertfordshire and surrounding areas £37,705.32 plus benefits Permanent, Full Time 37 hours per week (Monday - Friday) As a Neighbourhood Officer at Thrive Homes, you will be the key link between the organisation and our customers, ensuring strong relationships and safe, well-managed communities. You will provide advice, support and practical solutions to tenants, leaseholders and shared owners, while ensuring compliance with tenancy and lease obligations. The role is varied and hands-on, involving estate and home visits, digital communications, and case management. You will address issues such as tenancy breaches and anti-social behaviour, working closely with partner agencies and contractors to deliver effective outcomes. Success in this role requires excellent communication skills, a customer-focused approach, and the ability to adapt to changing priorities. You will need experience in tenancy or housing management, alongside the confidence to engage with people from a wide range of backgrounds. Other Responsibilities: Investigation, escalation and resolution of customer issues, e.g. unauthorised occupiers, abandoned properties, overgrown gardens, neighbour disputes, complaints, anti-social behaviour (ASB), other contractual requirements, tenant, shared owner and leaseholder. Maintain accurate and detailed records, serving legal notices, preparing a case file and attending court or multi-agency case conferences. Identify support requirements and work with customers to sustain their tenancies. Where appropriate to escalate support requirements to the relevant support channel e.g. internal escalation or external referral. Collaboration and support across the team and business to ensure resolution of issues are achieved, e.g. access for compliance and property visits. Work closely with the Customer Contact Team to provide knowledge and feedback to assist with resolution at first point of contact. Support the Relationship Management Team and Onboarding Team through the tenant life cycle from post void, allocation, lettings, housing management and sustainment and intervention. You will be required to undertake any other reasonable duties/projects as required by your line manager/senior manager. occasional weekend and evening meetings and out of hours support. Requirements: Full driving licence and use of vehicle Experience in tenancy management and/or anti-social behaviour Experience working with partner agencies and/or contractors Excellent communication skills and ability to engage with a variety of people Ability to operate and be flexible in a changing environment to respond to emerging priorities Holding a CIH or Housing Management qualification (or equivalent) is desirable Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role. Closing date: 20th October 2025 Interviews To be confirmed We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.

Damp and Mould Operative / Damp & Mould Repairs Technician Hemel Hempstead, Hertfordshire (field based) Salary £32,651.20per annum plus company van, fuel card and power tools Permanent, Full Time 40 hours per week (Monday Friday) Thrive Homes are looking for dedicated Damp and Mould Operatives to join our Property Services team click apply for full job details