Housing Complaints Officer (Hybrid - West London) Rate: 28.86 per hour (via umbrella) Contract: 3 months+ Working Pattern: Hybrid (2 days in the office, 3 from home) Location: West London The role: You'll be responsible for investigating and resolving complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. We need people that can hit the ground running with minimal training. Stage 1 and 2 complaints Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution. Key Skills and Experience Experience in a complaints handling within the Housing Sector Must have written Housing complaints experience Stage 1 response experience Must be able to work on site 2 days per week Excellent communication and interpersonal skills Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Mar 20, 2026
Contractor
Housing Complaints Officer (Hybrid - West London) Rate: 28.86 per hour (via umbrella) Contract: 3 months+ Working Pattern: Hybrid (2 days in the office, 3 from home) Location: West London The role: You'll be responsible for investigating and resolving complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. We need people that can hit the ground running with minimal training. Stage 1 and 2 complaints Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution. Key Skills and Experience Experience in a complaints handling within the Housing Sector Must have written Housing complaints experience Stage 1 response experience Must be able to work on site 2 days per week Excellent communication and interpersonal skills Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Spencer Clarke Group are seeking a Reviews & Complaints Officer for a Local Authority Client in Berkshire. In this role, you will lead legally robust investigations of housing reviews and complaints, ensuring all decisions comply with statutory guidelines. Duties: Investigate and assess S.202 and S.167 housing reviews to ensure decisions are legally sound. Prepare cases for S.204 County Court Appeals. Handle Stage 1 and Stage 2 complaints, including LGSCO responses. Collaborate with Housing Operations teams to ensure statutory compliance and accurate documentation. Qualifications and Experience: The successful candidate will have the following skills / experience: Proven experience in S.202 Reviews and associated decision-making. Experience preparing and managing S.204 County Court Appeals cases. Handling S.167 Reviews of housing allocations. Managing Stage 1 & 2 complaints and LGSCO complaint responses. What's on offer: Salary: 30ph+ may negotiate higher for exceptional candidates, based on experience Contract type: 3-6 months minimum Hours: Monday to Friday, 36 hours per week How to apply: Once your CV is received, if you are successful, you will be contacted. Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion. For any further questions, please contact Taylor Kirkham on (phone number removed). INDSCGTK
Mar 19, 2026
Contractor
Spencer Clarke Group are seeking a Reviews & Complaints Officer for a Local Authority Client in Berkshire. In this role, you will lead legally robust investigations of housing reviews and complaints, ensuring all decisions comply with statutory guidelines. Duties: Investigate and assess S.202 and S.167 housing reviews to ensure decisions are legally sound. Prepare cases for S.204 County Court Appeals. Handle Stage 1 and Stage 2 complaints, including LGSCO responses. Collaborate with Housing Operations teams to ensure statutory compliance and accurate documentation. Qualifications and Experience: The successful candidate will have the following skills / experience: Proven experience in S.202 Reviews and associated decision-making. Experience preparing and managing S.204 County Court Appeals cases. Handling S.167 Reviews of housing allocations. Managing Stage 1 & 2 complaints and LGSCO complaint responses. What's on offer: Salary: 30ph+ may negotiate higher for exceptional candidates, based on experience Contract type: 3-6 months minimum Hours: Monday to Friday, 36 hours per week How to apply: Once your CV is received, if you are successful, you will be contacted. Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion. For any further questions, please contact Taylor Kirkham on (phone number removed). INDSCGTK
Housing Complaints Officer (Hybrid - West London) Rate: 28.86 per hour (via umbrella) Contract: 3 months+ Working Pattern: Hybrid (2 days in the office, 3 from home) Location: West London The role: You'll be responsible for investigating and resolving complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. We need people that can hit the ground running with minimal training. Stage 1 and 2 complaints Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution. Key Skills and Experience Experience in a complaints handling within the Housing Sector Must have written Housing complaints experience Stage 1 response experience Must be able to work on site 2 days per week Excellent communication and interpersonal skills Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Mar 19, 2026
Contractor
Housing Complaints Officer (Hybrid - West London) Rate: 28.86 per hour (via umbrella) Contract: 3 months+ Working Pattern: Hybrid (2 days in the office, 3 from home) Location: West London The role: You'll be responsible for investigating and resolving complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. We need people that can hit the ground running with minimal training. Stage 1 and 2 complaints Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution. Key Skills and Experience Experience in a complaints handling within the Housing Sector Must have written Housing complaints experience Stage 1 response experience Must be able to work on site 2 days per week Excellent communication and interpersonal skills Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Eden Brown are seeking a highly experienced Service Improvement Officer working for a well known Housing Association in Lancashire Service Improvement Officer- Job Description Provide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved. Manage and coordinate the organisation's complaints process ensuring compliance with internal policy and the Housing Ombudsman's Complaint Handling Code. Log, triage, and acknowledge complaints in line with internal policies and regulatory requirements. Communicate professionally and compassionately with customers via phone, email, and face-to-face where required. Identify where customers may require additional support or reasonable adjustments and ensure the complaint investigation is tailored to the customers individual needs. Provide expert advice and support to Investigating Managers throughout the complaints process, ensuring that all relevant evidence is gathered, reviewed, and assessed to facilitate thorough, fair, and proportionate investigations in line with internal policy and the Housing Ombudsman's Complaint Handling Code. Support the drafting and reviewing of high-quality complaint responses, ensuring they are clear, empathetic, and outcome-focused. Responses should demonstrate accountability, address the issues raised, and outline any remedies or service improvements where applicable, ensuring consistency with tone, policy, and regulatory standards. Identify trends and root causes of complaints to recommend service improvements. Work with service areas to ensure learning is captured and recorded. Contribute to internal reviews, audits, and reporting activities. Maintain accurate and up-to-date records on complaints systems in line with data protection and record-keeping requirements. Carry out other duties as required, which are broadly consistent with the level and responsibilities of this role. Its essential that you have extensive Service Improvement/Complaints experience Housing experience is preferred but not essential Apply now to be considered Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Mar 17, 2026
Full time
Eden Brown are seeking a highly experienced Service Improvement Officer working for a well known Housing Association in Lancashire Service Improvement Officer- Job Description Provide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved. Manage and coordinate the organisation's complaints process ensuring compliance with internal policy and the Housing Ombudsman's Complaint Handling Code. Log, triage, and acknowledge complaints in line with internal policies and regulatory requirements. Communicate professionally and compassionately with customers via phone, email, and face-to-face where required. Identify where customers may require additional support or reasonable adjustments and ensure the complaint investigation is tailored to the customers individual needs. Provide expert advice and support to Investigating Managers throughout the complaints process, ensuring that all relevant evidence is gathered, reviewed, and assessed to facilitate thorough, fair, and proportionate investigations in line with internal policy and the Housing Ombudsman's Complaint Handling Code. Support the drafting and reviewing of high-quality complaint responses, ensuring they are clear, empathetic, and outcome-focused. Responses should demonstrate accountability, address the issues raised, and outline any remedies or service improvements where applicable, ensuring consistency with tone, policy, and regulatory standards. Identify trends and root causes of complaints to recommend service improvements. Work with service areas to ensure learning is captured and recorded. Contribute to internal reviews, audits, and reporting activities. Maintain accurate and up-to-date records on complaints systems in line with data protection and record-keeping requirements. Carry out other duties as required, which are broadly consistent with the level and responsibilities of this role. Its essential that you have extensive Service Improvement/Complaints experience Housing experience is preferred but not essential Apply now to be considered Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Job Specification for Housing Transformation Manager Location: Windsor Contract Type: Temporary (6-month contract) Day Rate: 400+ per day Purpose of the Job Role The Housing Transformation Manager will be accountable for the management of the Housing and Public Protection Business Support team, including analysts and housing complaints and review officers. The role involves leading and overseeing various transformation projects, providing support to the leadership, management, and delivery of the Housing and Public Protection Service. Main Duties and Responsibilities Manage the business support functions, including budget oversight and line management of service analysts and complaints/review officers. Coordinate and respond to key technology and ICT development projects within the service. Update procedures, monitor data capture, and oversee the development of analyst functions, including the production of needs assessments and performance dashboards. Handle responses to FOIs, member enquiries, complaints, statutory reviews, and appeals under housing legislation. Oversee legal appeals and identify improvement and training opportunities arising from complaints and reviews. Develop operational procedures, policies, and strategies, ensuring effective management and financial and performance monitoring of contracts. Deputise for the Assistant Director as required. Person Specification Qualifications/Education/Training: Essential: Level 5 or 6 qualification in a relevant field (e.g., Diploma in Housing Studies, BA in Housing Studies, BSc in Environmental Health) or proven mid-senior level experience in housing management or public protection. Desirable: Level 7 qualification (e.g., Masters in Public Administration), project Essential: Extensive experience in leading business improvement plans within housing and the public sector, comprehensive understanding of housing or public protection issues, and experience managing people, budgets, and teams.
Mar 15, 2026
Contractor
Job Specification for Housing Transformation Manager Location: Windsor Contract Type: Temporary (6-month contract) Day Rate: 400+ per day Purpose of the Job Role The Housing Transformation Manager will be accountable for the management of the Housing and Public Protection Business Support team, including analysts and housing complaints and review officers. The role involves leading and overseeing various transformation projects, providing support to the leadership, management, and delivery of the Housing and Public Protection Service. Main Duties and Responsibilities Manage the business support functions, including budget oversight and line management of service analysts and complaints/review officers. Coordinate and respond to key technology and ICT development projects within the service. Update procedures, monitor data capture, and oversee the development of analyst functions, including the production of needs assessments and performance dashboards. Handle responses to FOIs, member enquiries, complaints, statutory reviews, and appeals under housing legislation. Oversee legal appeals and identify improvement and training opportunities arising from complaints and reviews. Develop operational procedures, policies, and strategies, ensuring effective management and financial and performance monitoring of contracts. Deputise for the Assistant Director as required. Person Specification Qualifications/Education/Training: Essential: Level 5 or 6 qualification in a relevant field (e.g., Diploma in Housing Studies, BA in Housing Studies, BSc in Environmental Health) or proven mid-senior level experience in housing management or public protection. Desirable: Level 7 qualification (e.g., Masters in Public Administration), project Essential: Extensive experience in leading business improvement plans within housing and the public sector, comprehensive understanding of housing or public protection issues, and experience managing people, budgets, and teams.
Are you an experienced housing professional looking to make a real difference in your local community? An exciting opportunity has arisen for an experienced Area Housing Manager to join a local authority in Surrey. You'll manage a patch of approximately 750 properties across general needs, Independent Retirement Living (IRL), and leasehold stock-delivering comprehensive tenancy, income, and estate management services. Key Responsibilities: Conduct new tenant visits across all tenancy types (introductory, secure, flexible) Manage tenancy changes, successions, terminations, and rent arrears up to £1,500 Process Right to Buy and Mutual Exchange applications from start to finish Prepare legal documents, witness statements, and attend court where necessary Respond to tenancy and leaseholder enquiries and resolve estate issues Carry out estate inspections, propose improvement projects, and monitor communal areas Liaise with Housing Solutions, Tenant Support Officers, and external agencies Lead tenancy sustainment efforts and support safeguarding and domestic abuse referrals Oversee flexible tenancy reviews and possession proceedings as required Ensure timely tenancy sign-ups, agreement processing, and adherence to housing policy Monitor cleaning, maintenance, and health and safety in communal areas Participate in team duty rota and emergency response when needed Maintain a strong customer service focus and handle complaints professionally Requirements: Experience in tenancy, income, or estate management within social housing Good understanding of housing legislation and enforcement processes Confident handling complex caseloads and legal proceedings Full UK driving licence and access to a vehicle (essential) How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. 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 public sector professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Cheryl at Carrington West on (phone number removed).
Oct 08, 2025
Contractor
Are you an experienced housing professional looking to make a real difference in your local community? An exciting opportunity has arisen for an experienced Area Housing Manager to join a local authority in Surrey. You'll manage a patch of approximately 750 properties across general needs, Independent Retirement Living (IRL), and leasehold stock-delivering comprehensive tenancy, income, and estate management services. Key Responsibilities: Conduct new tenant visits across all tenancy types (introductory, secure, flexible) Manage tenancy changes, successions, terminations, and rent arrears up to £1,500 Process Right to Buy and Mutual Exchange applications from start to finish Prepare legal documents, witness statements, and attend court where necessary Respond to tenancy and leaseholder enquiries and resolve estate issues Carry out estate inspections, propose improvement projects, and monitor communal areas Liaise with Housing Solutions, Tenant Support Officers, and external agencies Lead tenancy sustainment efforts and support safeguarding and domestic abuse referrals Oversee flexible tenancy reviews and possession proceedings as required Ensure timely tenancy sign-ups, agreement processing, and adherence to housing policy Monitor cleaning, maintenance, and health and safety in communal areas Participate in team duty rota and emergency response when needed Maintain a strong customer service focus and handle complaints professionally Requirements: Experience in tenancy, income, or estate management within social housing Good understanding of housing legislation and enforcement processes Confident handling complex caseloads and legal proceedings Full UK driving licence and access to a vehicle (essential) How to Apply If you are interested in this role and meet the criteria above, please send us your application today. If you have any questions about the vacancy, please click APPLY NOW. If you do not hear from us within 48 hours of applying, your application has been unsuccessful. 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 public sector professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Cheryl at Carrington West on (phone number removed).
Contract Support Officer As a Contract Support Officer, you will provide operational and technical support across a range of property safety workstreams including, but not limited to, water safety, asbestos, fire safety, emergency lighting, lifting equipment, and security systems. You will work closely with Contract Managers and external service providers to ensure contracts are compliant, efficient, cost-effective, and customer-focused. You will be a key player in maintaining a safety first culture by supporting the delivery of statutory and regulatory requirements, while also driving performance through accurate data management and continuous improvement. Additional Information This role requires occasional travel to Wareham and Weymouth for site visits and team meetings so a full UK driving licence is essential. Key Duties & Responsibilities Support the effective management of servicing, maintenance, and works contracts, ensuring standards for time, cost, quality, and customer satisfaction are met. Lead daily coordination of Property Safety services, ensuring schedules and compliance with legislation. Assist Contract Managers by organising and minuting meetings, analysing KPIs, and addressing contractor performance issues. Occasionally chair contract meetings in the absence of Contract Managers. Maintain accurate records in line with data policies and follow up on required actions. Conduct audits of asset/equipment records and resolve discrepancies. Help design and implement systems and processes to ensure compliance, with regular reviews. Co-develop and maintain manuals and user guides. Provide or coordinate technical support, translating information for non-technical stakeholders. Build strong relationships with customers, colleagues, contractors, and suppliers. Ensure accurate financial reporting and coordinate with Finance and budget holders. Take ownership of issues and complaints, working towards effective resolutions. Carry out other duties as needed within the role s scope. Experience & Qualifications Essential: Full UK driving licence and access to a vehicle (for attending site/team meetings). Previous experience supporting the delivery of contracts, projects, or programmes in Property Services, Compliance, or Asset Management. Basic understanding of property safety-related contracts and an understanding of KPIs and cost models (e.g., schedule of rates). Strong analytical skills confident in manipulating, interpreting, and reporting on technical data. Comfortable identifying inconsistencies in data and proactively seeking solutions. Proficient in Microsoft Office and job management/CRM systems. Educated to GCSE level (or equivalent), with passes in English and Maths. Desirable: Understanding of Landlord H&S legislative requirements and compliance practices. Experience working within a housing, facilities, or property safety environment. Knowledge of servicing requirements for fire detection, water safety, asbestos, and similar compliance workstreams. Key Skills & Attributes Self-sufficient, proactive, and confident in decision-making. Excellent verbal and written communication skills. Logical thinker with strong problem-solving ability. Collaborative team player who also thrives working independently. Committed to delivering customer-focused services. Organised, adaptable, and calm under pressure.
Sep 22, 2025
Seasonal
Contract Support Officer As a Contract Support Officer, you will provide operational and technical support across a range of property safety workstreams including, but not limited to, water safety, asbestos, fire safety, emergency lighting, lifting equipment, and security systems. You will work closely with Contract Managers and external service providers to ensure contracts are compliant, efficient, cost-effective, and customer-focused. You will be a key player in maintaining a safety first culture by supporting the delivery of statutory and regulatory requirements, while also driving performance through accurate data management and continuous improvement. Additional Information This role requires occasional travel to Wareham and Weymouth for site visits and team meetings so a full UK driving licence is essential. Key Duties & Responsibilities Support the effective management of servicing, maintenance, and works contracts, ensuring standards for time, cost, quality, and customer satisfaction are met. Lead daily coordination of Property Safety services, ensuring schedules and compliance with legislation. Assist Contract Managers by organising and minuting meetings, analysing KPIs, and addressing contractor performance issues. Occasionally chair contract meetings in the absence of Contract Managers. Maintain accurate records in line with data policies and follow up on required actions. Conduct audits of asset/equipment records and resolve discrepancies. Help design and implement systems and processes to ensure compliance, with regular reviews. Co-develop and maintain manuals and user guides. Provide or coordinate technical support, translating information for non-technical stakeholders. Build strong relationships with customers, colleagues, contractors, and suppliers. Ensure accurate financial reporting and coordinate with Finance and budget holders. Take ownership of issues and complaints, working towards effective resolutions. Carry out other duties as needed within the role s scope. Experience & Qualifications Essential: Full UK driving licence and access to a vehicle (for attending site/team meetings). Previous experience supporting the delivery of contracts, projects, or programmes in Property Services, Compliance, or Asset Management. Basic understanding of property safety-related contracts and an understanding of KPIs and cost models (e.g., schedule of rates). Strong analytical skills confident in manipulating, interpreting, and reporting on technical data. Comfortable identifying inconsistencies in data and proactively seeking solutions. Proficient in Microsoft Office and job management/CRM systems. Educated to GCSE level (or equivalent), with passes in English and Maths. Desirable: Understanding of Landlord H&S legislative requirements and compliance practices. Experience working within a housing, facilities, or property safety environment. Knowledge of servicing requirements for fire detection, water safety, asbestos, and similar compliance workstreams. Key Skills & Attributes Self-sufficient, proactive, and confident in decision-making. Excellent verbal and written communication skills. Logical thinker with strong problem-solving ability. Collaborative team player who also thrives working independently. Committed to delivering customer-focused services. Organised, adaptable, and calm under pressure.
