Complaints Officer

Park Avenue Recruitment; Guildford; On-site; GBP 32,000 - 42,000; Full time

Job summary

Park Avenue Recruitment in the United Kingdom is seeking an experienced Housing Complaints Officer to join a busy housing service on an interim basis.

The role will involve managing and coordinating formal housing complaints, ensuring residents receive clear, accurate and empathetic responses within the required timescales. You will work closely with housing, repairs and operational teams to investigate cases, gather evidence and identify appropriate resolutions.

Qualifications

• Recent experience managing housing complaints to Stage 1 and Stage 2.
• Experience within housing organisations or local authorities.
• Knowledge of Housing Ombudsman’s Complaint Handling Code.
• Strong Excel skills for trackers and reporting.
• Excellent written communication and organisational skills.

Responsibilities

• Manage a varied caseload of Stage 1 and Stage 2 housing complaints from initial investigation through to resolution.
• Draft clear, detailed and customer-focused complaint responses.
• Coordinate responses to enquiries from elected representatives and stakeholders.
• Liaise with housing, repairs and operational teams to gather information and evidence.
• Monitor complaint handling timescales, deadlines and performance indicators.
• Maintain accurate case records and robust audit trails.
• Identify recurring complaint themes and opportunities for improvement.
• Produce complaint reports and case-tracking spreadsheets.
• Support compliance with the Housing Ombudsman’s Complaint Handling Code.
• Communicate directly with residents with empathy and professionalism.

Skills

Written communication

Case management

Organisational skills

Empathy

Interpersonal skills

Tools

Microsoft Excel

MRI Orchard

Job description

Housing Complaints Officer

Contract: Interim initially for 6 months

Hours: 37 hours per week

Working Pattern: Hybrid

Start Date: August 2026

I am currently recruiting for an experienced Housing Complaints Officer to join a busy housing service on an interim basis.

This role will take responsibility for managing and coordinating formal housing complaints, ensuring residents receive clear, accurate and empathetic responses within the required timescales. You will work closely with housing, repairs and operational teams to investigate cases, gather evidence and identify appropriate resolutions.

Key Responsibilities

• Manage a varied caseload of Stage 1 and Stage 2 housing complaints from initial investigation through to resolution.
• Draft clear, detailed and customer-focused complaint responses.
• Coordinate responses to enquiries from elected representatives and other key stakeholders.
• Liaise with housing, repairs and operational teams to gather information and evidence.
• Monitor complaint handling timescales, deadlines and performance indicators.
• Maintain accurate case records and robust audit trails.
• Identify recurring complaint themes, service failures and opportunities for improvement.
• Produce complaint reports, performance information and case-tracking spreadsheets.
• Support compliance with the Housing Ombudsman's Complaint Handling Code, consumer standards and internal complaint procedures.
• Communicate directly with residents, demonstrating empathy, professionalism and a solution-focused approach.

Essential Experience

• Recent experience managing housing complaints to both Stage 1 and Stage 2 standard.
• Experience working specifically within a housing organisation, housing association, local authority housing service or closely related social housing environment.
• Strong knowledge of housing repairs processes and the end-to-end resident journey.
• Experience drafting formal, complex and sensitive complaint responses.
• An understanding of the Housing Ombudsman's Complaint Handling Code.
• Strong Microsoft Excel skills, including maintaining and analysing complaint trackers and performance information.
• Excellent written communication, case management and organisational skills.
• The confidence to speak directly with dissatisfied residents and manage challenging conversations.

Please note: I will not be accepting applications from candidates who have not independently managed complaints to both Stage 1 and Stage 2 standard. Applications from candidates without direct housing-sector experience will also not be considered. General customer service or complaints experience outside of housing is not sufficient for this position.

Experience using MRI Orchard or a similar housing management system would be beneficial.