Complaints Compliance Officer 7327

We build homes for sale or rent across the country; Greater London; Hybrid; GBP 36,000 - 41,000; Full time

Job summary

A leading housing association is seeking a skilled Complaints Compliance Officer to ensure positive outcomes from Housing Ombudsman Service determinations. The role requires in-depth knowledge of social housing regulations and effective stakeholder engagement to manage and resolve complex legal cases. Candidates should possess strong organizational skills, excellent communication abilities, and a passion for service improvement. This permanent full-time position offers a competitive salary and hybrid working arrangements, along with excellent benefits such as a pension plan and generous annual leave.

Benefits

Excellent pension plan

28 days annual leave rising to 31

Employee Assistance Programme

Non-contributory life assurance

Volunteering paid days

Qualifications

• In-depth knowledge of social housing regulations and Housing Ombudsman Code.
• Proven experience managing complex legal and Ombudsman cases.
• Ability to prioritize workload and maintain attention to detail.

Responsibilities

• Ensure successful outcomes from Housing Ombudsman Service determinations.
• Coordinate responses and monitor progress with the Ombudsman.
• Advocate for fair outcomes and challenge orders where necessary.

Skills

Compliance Management

Risk Management

Excellent communication skills

Analytical mindset

Stakeholder management

Experience in complaints legislation

Tools

Microsoft Office (Excel)

Job description

Contract Type: Permanent Full time 35 hours per week

Salary: Starting from 40649 per annum (London weighted salary) or 36073 per annum (Regional salary)

Grade: 8

Reporting Office: London Stratford or Manchester Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 10th December 2025 at 11pm

Interview Date: 18th December 2025

Benefits

Excellent pension plan (up to 6% double contribution) 28 days Annual Leave rising to 31 days with length of service Bank Holidays Westfield Health Cash Plan non-contributory life assurance up to 21 hours volunteering paid days lifestyle benefits Employee Assistance Programme and many more

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Complaints Compliance Team at L&Q!

We’re looking for a skilled and proactive Complaints Compliance Officer to help ensure successful outcomes from Housing Ombudsman Service determinations. This is a key role where your knowledge of complaints legislation, regulatory standards and L&Q’s strategic approach—including the P49 report—will be essential.

You’ll work closely with our Housing Ombudsman team, Complaints Operations Group members and Heads of Service to coordinate responses, monitor progress and provide assurance back to the Ombudsman. You’ll take the lead in managing and tracking actions using your strong organisational and stakeholder engagement skills to drive accountability and resolution.

With a confident understanding of the Housing Ombudsman Code and L&Q’s internal strategy you’ll be empowered to challenge orders where appropriate and advocate for fair balanced outcomes. If you’re passionate about continuous improvement and committed to enhancing service delivery, we’d love to hear from you!

Your Impact in the Role

• Play a vital role in ensuring successful outcomes from Housing Ombudsman Service determinations.
• Use your expertise in complaints legislation, regulatory frameworks and L&Q’s corporate strategy—including the P49 report—to guide decision‑making and ensure compliance.
• Coordinate responses, monitor progress and provide assurance to the Ombudsman in collaboration with the Housing Ombudsman team, COG members and Heads of Service.
• Lead the tracking and delivery of Ombudsman orders applying strong organisational and stakeholder management skills to ensure timely and effective resolution.
• Interpret the Housing Ombudsman Code and L&Q’s strategic priorities, challenge orders where appropriate and advocate for fair balanced outcomes.
• Champion continuous improvement by identifying service gaps, analysing data and implementing performance‑enhancing solutions that reduce complaints and improve customer experience.

What You’ll Bring

• In‑depth knowledge of social housing regulations and the Housing Ombudsman Code with proven experience managing complex legal and Ombudsman cases.
• Strong organisational skills with the ability to prioritise workload, track actions across teams and maintain attention to detail.
• Excellent written and verbal communication skills, confident engaging with stakeholders at all levels to influence decisions and drive outcomes.
• Effective stakeholder management capabilities, collaborating across departments and delegating responsibilities appropriately.
• Analytical mindset with the ability to interpret data, identify service improvement opportunities and implement performance‑enhancing solutions.
• Experience using data to inform decision‑making and deliver measurable improvements in complaint handling and customer satisfaction.
• Highly proficient in Microsoft Office, particularly Excel, with strong IT skills to support reporting and tracking.
• A customer‑focused approach with experience delivering high‑quality service and resolving complex issues.

If you require any reasonable adjustments at any stage during this process, including the application stage, please email.

About L&Q

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high‑quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250 000 people call our properties home and we’re proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times and at all levels when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to ending mental health discrimination in the workplace.

At L&Q sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Key Skills

• Compliance Management
• Risk Management
• Financial Services
• PCI
• Banking
• Cost Accounting Standards
• Quality Systems
• Research Experience
• NIST Standards
• Securities Law
• SOX
• ISO 27000