Complaints Reviewer

Notting Hill Genesis; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working opportunities

Generous pension scheme

Enhanced maternity/paternity/adoption

Employee assistance

Health cash plan

Staff discounts

Interest free loans

Cycle to work

Life Assurance x 4

Job summary

Notting Hill Genesis is seeking a Complaints Reviewer to join our expanding Complaints Service in London. You will lead the review of stage 2 complaints, assess stage 1 investigations, and make independent, evidence-based decisions on outcomes, remedies and redress.

You'll work with operational teams to support resolution, ensure compliance with the Housing Ombudsman Service Code, and draft clear responses. The role may require professional qualification in the future.

Qualifications

• Experience handling complaints through to resolution in a regulatory environment.
• Experience reviewing investigations conducted by others.
• Experience using compensation frameworks and determining appropriate redress.
• Excellent written communication and ability to produce clear, well-reasoned responses.

Responsibilities

• Lead the review of stage 2 complaints, assessing the quality and thoroughness of stage 1 investigations.
• Make independent, evidence-based decisions on complaint outcomes, remedies, and compensation levels.
• Ensure reviews meet regulatory requirements, including the Housing Ombudsman Service Complaint Handling Code.
• Take ownership of cases from acknowledgement to closure, keeping residents informed throughout.
• Draft clear, balanced, and high-quality response letters that explain decisions sensitively and transparently.
• Identify service failings, determine appropriate redress, and support effective resolution recovery.
• Work closely with operational teams and service managers to support coordinated complaint resolution.
• Share insight and learning from stage 2 reviews to support service improvement and better first-stage resolution.

Skills

Complaints handling

Regulatory compliance

Investigation review

Communication skills

Analytical skills

Evidence-based decisions

Job description

Job Introduction

NHG introduced a centralised complaints function in July 2024, and we've already transformed the way we manage complaints, but we're determined to go further. Our residents are at the heart of everything we do, and by investing in a dedicated complaints service, we're committed to resolving issues more effectively and delivering a better experience for the people we serve.

As we expand, we're looking for passionate individuals to join us on this journey. This is an exciting opportunity to be part of a growing team that's making a real difference to our residents lives

What you’ll do

Notting Hill Genesis, one of London's largest housing associations, is seeking Complaints Reviewers to join our growing Complaints Service. As a Complaints Reviewer, you'll play a key specialist role within our Complaints Service, leading on the review and resolution of stage 2 complaints. You'll bring expert judgement to assess how complaints have been handled at stage 1, ensuring outcomes are fair, evidence-based, and compliant with regulatory standards. Through rigorous reviews and clear decision-making, you'll help resolve complex cases, restore customer trust, and reduce future complaint escalation.

How you’ll do it

• Lead the review of stage 2 complaints, assessing the quality and thoroughness of stage 1 investigations.
• Make independent, evidence-based decisions on complaint outcomes, remedies, and compensation levels.
• Ensure reviews meet regulatory requirements, including the Housing Ombudsman Service Complaint Handling Code.
• Take ownership of cases from acknowledgement to closure, keeping residents informed throughout.
• Draft clear, balanced, and high-quality response letters that explain decisions sensitively and transparently.
• Identify service failings, determine appropriate redress, and support effective resolution recovery.
• Work closely with operational teams and service managers to support coordinated complaint resolution.
• Share insight and learning from stage 2 reviews to support service improvement and better first-stage resolution.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential

• Experience in handling complaints through to resolution within a regulatory environment.
• Experience in reviewing complaint investigations completed by others.
• Experience using compensation frameworks and determining appropriate redress.
• Excellent written communication skills, with the ability to produce clear, well-reasoned responses.
• Strong analytical skills, with the ability to assess evidence, identify gaps, and determine next steps.

Desirable

• Experience in handling complaints within the property/housing sector

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit:

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit:

Selection Process

Step 2: Successful candidates will be invited to interview and assessment.

Should a redeployee apply for this role, their application will be considered before any others.