Complaints Officer - 6-month Fixed Term Contract

Local Space Housing Association; Greater London; On-site; GBP 38,000; Full time

Job summary

A social housing organization in Greater London is looking for a Complaints Officer to manage the complaints process and ensure compliance with regulations. The role entails analyzing data, investigating complaints, and making actionable recommendations for improvement. Candidates should have relevant work experience in housing or public services, and understanding of the legislative framework. This contract lasts 6 months and offers a salary of £38,000 per annum plus benefits.

Qualifications

• Experience in complaints management within housing or a related field.
• Ability to analyze data and identify trends in complaints.
• Strong understanding of relevant legislative framework.

Responsibilities

• Oversee the entire complaints process according to procedures.
• Collect and analyse complaints data.
• Investigate complex complaints and recommend improvements.

Skills

Complaints management

Data analysis

Public service

Housing management

Problem-solving

Education

Work experience in a relevant field

Job description

Company Description

We help solve the homelessness crisis for families by delivering high-quality settled homes that build foundations for successful lives.

Local Space is a social landlord providing safe, secure, high-quality homes for those who need them most. We work with five local authorities (Newham, Waltham Forest, Tower Hamlets, Hackney and City of London) to house people experiencing homelessness and a small number of key workers.

We own and manage over 3,000 homes across 19 boroughs in London and Essex, including 1,400 leased to the London Borough of Newham, who are our biggest partner. In addition to this, we have grant funding to deliver the Single Homelessness Accommodation Programme (SHAP) in partnership with the London Borough of Hackney, London Borough of Newham and SWIM: Support When It Matters.

We are a unique social landlord because our business model enables local authorities to discharge their duty to house people who are homeless or at imminent risk of being made homeless while providing us with a rent guarantee. We acquire and refurbish homes to a high standard, offering intermediate rent to our customers within the limits of the benefits system. This enables us to provide essential items like white goods, window dressings and carpets, as well as a small furniture package for those who need it. Our high-quality homes offer an alternative to costly, inappropriate temporary or private sector accommodation, saving money for the local authority and providing a firm foundation to build a successful life for individuals and families who deserve a decent home.

• Turnover: c.£50m
• Regulatory rating: G1 V1
• Credit rating: AA- (S&P – highest in the sector)
• Status: Charitable Registered Provider and Investors in People Silver accredited

We’re not just in the business of managing properties. We exist to provide settled homes that enable people to move from crisis to stability, and from surviving to living.

Our strategic direction is set by our Corporate Strategy 2025-30: Foundations for Successful Lives, supported by an ambitious delivery plan known internally as The Climb: From Good to Great Together. Our culture is shaped by our values and Franklin Covey’s 7 Habits of Highly Effective People, with a focus on trust, professionalism, and people-first leadership.

Position

Position: Complaints Officer
Salary: £38,000 per annum plus benefits

This role is a 6-month Fixed Term Contract.

Please view the Complaints Officer job pack for further details.

Requirements

We are seeking a dedicated professional to oversee the entire complaints process, ensuring that all complaints are handled according to the organisational procedures and regulatory requirements.

This role will require you to ensure consistent complaint handling following our organisational procedure, collecting and analysing complaints data, and identifying reoccurring issues when they arise. You'll need to investigate complex complaints, provide support and training on effective complaint handling, and assist with resource management.

The successful candidate will have:

• Work experience in a relevant field (e.g., Public Service, Housing Management, or Business Administration)
• Experience in complaints management, preferably within housing or a related field.
• Experience in analysing data and identifying trends in complaints or performance metrics.
• Experience in identifying areas for improvement and recommending actionable changes.
• Strong understanding of the relevant legislative framework and regulatory requirements (e.g., Housing Ombudsman Service, GDPR).
• All posts are subject to a 6-month probationary period.
• This post is not subject to an Enhanced Criminal Record Check.

This post is not exempt from the Rehabilitation of Offenders Act (1974); therefore, applicants must be prepared to disclose all criminal convictions and cautions, including those that would otherwise be spent under the Act.

Other information

All applicants must submit a Supporting Statement alongside their CV. If a Supporting Statement is not provided, your application will not be considered.

For Indeed Applicants: The 'Supporting Statement' request shows as a blank question. Please either submit your supporting statement within the blank question text box, or submit separately as attachment or Cover Letter. If you do not provide a cover letter/supporting statement, your application will not be considered.

Key dates

Closing Date: 12 December 2025
Shortlisting and Assessment: W/C 15 December 2025
Interviews: W/C 22 December 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role, in which case we will move the key dates for the process. Therefore, if you are interested, please submit your application as early as possible.

Please view the Head of Reactive Repairs & Compliance Job Pack for further details.