Complaints Review Officer

Brackenberry; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A local authority support firm is seeking a Complaints Review Officer to manage complex complaints and ensure compliance with the Housing Ombudsman regulations. This role requires relevant experience in complaints handling and the ability to draft professional responses promptly. Candidates must be available to work immediately and possess a Basic DBS check. The position is on a 1.5-month contract with potential for extension. Rate of pay ranges from £24.12 to £31.92 per hour.

Qualifications

• Relevant experience in complaints handling within a local authority or registered housing provider.
• Experience managing complex investigations and drafting professional responses.
• Knowledge of the Housing Ombudsman and regulatory frameworks.
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
• Strong understanding of social housing services and local authority environments.

Responsibilities

• Investigate and respond to complex complaints, including Stage 1 and Stage 2 cases.
• Monitor performance and compliance with the Housing Ombudsman Complaint Handling Code.
• Draft clear and accurate complaint responses within statutory timescales.
• Reduce complaint escalations by ensuring agreed actions are recorded.
• Maintain oversight of corrective actions and keep residents informed.

Skills

Complaints handling experience

Managing complex investigations

Knowledge of Housing Ombudsman regulations

Drafting professional responses

Understanding of social housing services

Job description

We are working closely alongside a Local Authority in Tower Hamletsto assist with the appointment of a Complaints Review Officer, on a 1.5-month contract, likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £24.12 - £31.92 per hour

Overview

The Complaints Review Officer will ensure residents receive a fair, thorough, and resident-focused review of their complaints. Acting as a business partner to the Housing Management Service, the post holder will support compliance with the Housing Ombudsman Complaint Handling Code, draft high-quality responses, manage complex complaint cases, and identify learning to prevent escalation to the Housing Ombudsman.

Responsibilities

• Investigate and respond to complex complaints, including Stage 1 and Stage 2 cases, high-profile Member Enquiries, and Housing Ombudsman cases
• Monitor and report on performance and compliance with the Housing Ombudsman Complaint Handling Code
• Draft clear, accurate, and high-quality complaint responses within statutory timescales
• Reduce complaint escalations by ensuring agreed actions are recorded, monitored, and delivered
• Maintain oversight of corrective actions and keep residents informed of progress
• Provide dedicated case management for complex and ad hoc cases, maintaining a clear audit trail

Essentials

• Relevant experience in complaints handling within a local authority or registered housing provider
• Experience of managing complex investigations and drafting professional responses
• Knowledge and experience of working with the Housing Ombudsman and regulatory frameworks
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code
• Strong understanding of social housing services and local authority environments

Please note

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K
• This role requires a Basic DBS

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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