Complaints Resolution Officer

Carrington West; Essex; On-site; GBP 28,000 - 36,000; Full time

Job summary

Carrington West is seeking experienced Complaints Resolution Officers to join a social housing service on an initial 6-month temporary contract. The role focuses on investigating Stage 1 and Stage 2 housing complaints, managing Housing Ombudsman cases, and driving service improvements.

Onsite 2-3 days per week and liaison with Councillors and MPs will be required. You will undertake detailed investigations, prepare evidence-based responses, and coordinate with housing, repairs and other

Qualifications

• Significant experience investigating complex housing complaints within a local authority, housing association or social housing provider.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Stage 1 and Stage 2 complaints.
• Experience managing Housing Ombudsman enquiries, investigations and determinations.
• Experience preparing evidence and case submissions for the Housing Ombudsman.
• Good understanding of housing legislation, Consumer Standards and landlord responsibilities.
• Experience identifying service failures, determining appropriate remedies and monitoring resulting actions.
• Experience responding to Councillor and MP enquiries.
• Strong experience managing complex complaint caseloads and meeting statutory and regulatory deadlines.

Responsibilities

• Manage and investigate Stage 1 and Stage 2 housing complaints in line with the Housing Ombudsman Complaint Handling Code.
• Undertake detailed investigations across tenancy records, repairs histories, correspondence, policies and other supporting evidence.
• Produce clear, evidence-based complaint responses and determine appropriate resolutions and remedies.
• Manage Housing Ombudsman enquiries and investigations, including preparing evidence and case submissions.
• Coordinate responses to Housing Ombudsman determinations, orders and recommendations.
• Respond to enquiries from Councillors, MPs, advocates and other stakeholders.
• Identify service failures, root causes and opportunities for service improvement.
• Work with housing, repairs and other operational teams to investigate complaints and agree corrective actions.
• Monitor actions, remedies and commitments to ensure they are delivered within agreed timescales.
• Analyse complaint trends and lessons learned to support wider service improvement.
• Maintain accurate complaint and Ombudsman case records and ensure compliance with regulatory requirements.

Skills

Housing complaints investigations

Ombudsman processes

Stakeholder communication

Regulatory deadlines

Evidence gathering

Housing legislation knowledge

Complaint resolution

Councillor/MP liaison

Job description

We are currently looking for experienced Complaints Resolution Officers to join a social housing service on an initial 6-month temporary contract. The role will focus on investigating and resolving Stage 1 and Stage 2 housing complaints, managing Housing Ombudsman cases and ensuring complaint outcomes result in meaningful service improvement. The successful candidates will be required onsite 2-3 days per week.

The Role

• Manage and investigate Stage 1 and Stage 2 housing complaints in line with the Housing Ombudsman Complaint Handling Code.
• Undertake detailed investigations across tenancy records, repairs histories, correspondence, policies and other supporting evidence.
• Produce clear, evidence-based complaint responses and determine appropriate resolutions and remedies.
• Manage Housing Ombudsman enquiries and investigations, including preparing evidence and case submissions.
• Coordinate responses to Housing Ombudsman determinations, orders and recommendations.
• Respond to enquiries from Councillors, MPs, advocates and other stakeholders.
• Identify service failures, root causes and opportunities for service improvement.
• Work with housing, repairs and other operational teams to investigate complaints and agree corrective actions.
• Monitor actions, remedies and commitments to ensure they are delivered within agreed timescales.
• Analyse complaint trends and lessons learned to support wider service improvement.
• Maintain accurate complaint and Ombudsman case records and ensure compliance with regulatory requirements.

Key Requirements

• Significant experience investigating complex housing complaints within a local authority, housing association or social housing provider.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing Stage 1 and Stage 2 complaints.
• Experience managing Housing Ombudsman enquiries, investigations and determinations.
• Experience preparing evidence and case submissions for the Housing Ombudsman.
• Good understanding of housing legislation, Consumer Standards and landlord responsibilities.
• Experience identifying service failures, determining appropriate remedies and monitoring resulting actions.
• Experience responding to Councillor and MP enquiries.
• Strong experience managing complex complaint caseloads and meeting statutory and regulatory deadlines.