Complaints Business Partner

LEEDS FEDERATED HOUSING ASSOCIATION LIMITED; Leeds; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

30 days annual leave

Flexible leave options

Hybrid/remote working options

Health Shield

Job summary

Leeds Federated is seeking a Complaints Business Partner to join our Service Improvement team and lead Stage 2 complaints end-to-end. You’ll investigate, respond clearly and empathetically, keeping customers informed and driving learning across teams.

The role supports a flexible, hybrid working model, numerous learning opportunities and a strong commitment to customer voice and service improvement. Join a values-driven team focused on improving services for communities across Leeds and beyond,

Qualifications

• Experience responding to and investigating complaints, ideally in social housing or regulated sectors.
• Ability to maintain accurate records and handle administrative tasks to a high standard.
• Comfortable working with computerised systems and data.
• Proven ability to build positive relationships with customers, colleagues and contractors.

Responsibilities

• Manage Stage 2 complaints from start to finish, keeping the customer informed.
• Conduct thorough, evidence-based investigations and provide clear, empathetic responses.
• Collaborate with Heads of Service and contractors to gather information.
• Make fair decisions and take appropriate action to resolve complaints.
• Identify trends and share learning to improve services.
• Lead debriefs and ensure actions and learnings are followed up.
• Stay up to date with the Housing Ombudsman Complaint Handling Code.
• Provide day-to-day support to the complaints team and first-line management.

Skills

Complaint handling

Investigation

Relationship management

Record keeping

Time management

Flexible working

Tools

Housing management software

Job description

Fixed Term Vacancy (contracted until 31/03/2029)

We’re looking for a Complaints Business Partner to join our Service Improvement team and play a key role in shaping how we manage complaints at Leeds Federated.

This is a new role at Leeds Federated, giving you the chance to help shape how we manage complaints and improve the experience for our customers. You’ll take ownership of Stage 2 complaints, making sure they are investigated properly, resolved fairly and that customers are well informed.

You’ll also look beyond individual complaints to understand what they can teach us. You’ll spot common issues, share learning with teams and help improve our services.

What you’ll do:

• Manage Stage 2 complaints from start to finish, keeping the customer informed throughout.
• Carrying out thorough, evidence-based investigations and providing clear, empathetic responses.
• Work with colleagues, Heads of Service and contractors to get the information needed to resolve complaints.
• Making fair decisions and taking appropriate action to resolve complaints.
• Identify common issues and trends and use these to improve our services.
• Lead complaint debriefs and make sure actions and learnings are followed up.
• Keep up to date with the Housing Ombudsman Complaint Handling Code and good practice.
• Supporting the day-to-day running of the complaints team and providing first-line management to Complaints Officers and the Complaints Co-ordinator.
• Hold regular one-to-ones, provide feedback and support colleagues with their development.
• Help build a positive culture around complaints across Leeds Fed.

What we’re looking for:

• Have experience of responding to and investigating complaints, ideally in social housing or other regulated industries.
• Stay calm and professional when dealing with challenging situations.
• Experience of carrying out administrative tasks to a high level of accuracy and quality
• Be confident using computerised systems and keeping accurate records.
• Build and maintain positive relationships with customers, colleagues and contractors.
• Manage your time effectively, plan ahead and meet deadlines.
• Be flexible and able to respond positively to change.
• Demonstrate our values and behaviours in how you work.

It would be desirable for applicants to also have management experience and knowledge of regulatory requirements for social housing complaints.

Closing Date: 23rd September 2026

Interviews Date: 1st / 2nd October 2026

Why Join Us?

This is an opportunity to be part of a team that helps shape services through meaningful customer involvement. You’ll play an important role in ensuring our customers’ voices are heard while supporting work that positively impacts local communities.

Our commitment to our values goes beyond work itself; it extends to how we support you too.

• Generous holiday allowance – 30 days annual leave plus bank holidays, with an additional 1.5 days off over the Christmas period to help you recharge.
• Flexible leave options – choose to buy extra annual leave or sell back unused days, giving you greater control over your time off.
• Agile and flexible working – offering options to work remotely or from our hubs across Leeds, supporting a balanced and adaptable work life.
• Healthcare plan – access to Health Shield. This allows you to claim back costs on everyday health and wellbeing expenses, with 24/7 GP access and online health assessments.

Leeds Federated is an equal opportunities employer and promotes diversity in everything we do and therefore welcomes applications from all sections of the community.

The Company

Leeds Federated is a housing association with around 4,500 properties across Leeds, Wakefield, and North Yorkshire.

Our mission is to enable the maximum number of people to access and live sustainably in good-value, affordable housing.