Job Description
We're recruiting an experienced Complaints Officer (Housing) to join a busy local authority housing service, focusing specifically on Stage 2 complaints. This is a key role responsible for handling complex escalated complaints, ensuring robust investigations and delivering high-quality responses in line with the Housing Ombudsman Complaint Handling Code.
This role requires someone confident working across multiple housing services, challenging responses, and driving service improvement through effective complaint resolution.
Remote working will offered to the right candidate.
The Role
Lead on Stage 2 complaints across housing services, carrying out thorough and independent investigations
Review Stage 1 complaint responses, identifying gaps, inconsistencies and areas for escalation
Draft clear, detailed and high-quality Stage 2 responses in line with the Housing Ombudsman Complaint Handling Code
Liaise with internal service areas to gather evidence, challenge responses and ensure accountability
Manage complex complaints across housing management, repairs, ASB and tenancy services
Identify trends, recurring issues and service failures, making recommendations for improvement
Support responses to Housing Ombudsman enquiries and determinations
Maintain accurate records and ensure compliance with internal processes and statutory requirements
Work with managers to embed learning from complaints into service delivery
Contribute to reporting, audits and performance monitoring of complaints handling
Key Requirements
Experience handling Stage 2 complaints within a housing or local authority setting
Strong knowledge of the Housing Ombudsman Complaint Handling Code
Experience investigating complex complaints and producing detailed written responses
Good understanding of housing services including tenancy, repairs, ASB or housing management
Excellent written and verbal communication skills
Ability to manage a high-volume caseload and work to tight deadlines
Strong organisational skills and attention to detail
Experience using housing systems or CRM platforms
What You Need to Do Now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from Complaints Officers, Housing Officers and Housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
