Head of Complaints

Clarion Housing Group; Greater London; Hybrid; GBP 104,000 - 130,000; Full time

Job summary

Clarion Housing Group in London is seeking a Head of Complaints to lead a high‑performing team and ensure fair, timely, empathetic resolutions for residents. You will shape the complaints strategy, drive learning from feedback and partner with operational teams to improve services.

This senior role requires strong social housing experience, governance reporting, and delivering improvements across services while championing resident voices and aligning resources to priorities.

Responsibilities

• Provide strategic leadership for the complaints function, translating organisational strategy into clear priorities and plans that deliver improved outcomes for residents.
• Lead operational performance, setting objectives and standards to ensure timely, high-quality complaint resolution.
• Champion the resident voice, ensuring feedback shapes service delivery and decision-making.
• Turn insight into improvement by using complaints data to identify root causes and recommend service enhancements.
• Build strong partnerships across the organisation, collaborating with teams, contractors and senior leaders to resolve issues.
• Ensure governance and compliance with regulatory requirements, internal policies and processes.
• Lead, develop and empower colleagues, building a high-performing, capable team.
• Manage resources effectively, including budgets and KPIs, aligning resources to priorities.

Job description

• Location: Hybrid - Linked to London - Greater London House
• London - £103,846 - £129,808 plus £5,000 car allowance per annum
• National - £91,696 - £114,620 plus £5,000 car allowance per annum
• Hours: 36 hours per week - flexible options considered
• Contract Type: Permanent

This is a great opportunity to join our team, Employer of the Year Housing Heroes Awards 2025 and Winner 2026 Inspiring Places to Work UK & Ireland

As our Head of Complaints, you'll lead the way in ensuring residents receive fair, timely and empathetic resolutions, while creating a culture at Clarion Housing where complaints are valued as an important opportunity to listen and improve.

You'll use resident feedback and complaints insight to identify themes, tackle the root causes of recurring issues and drive measurable improvements across our services. Working across operational teams, contractors and senior leaders, you'll embed learning, strengthen accountability and help build greater trust with our residents.

This is a highly influential role where you'll have the opportunity to shape not only how we respond when things go wrong, but how we learn from those experiences to make things better for our residents.

You'll provide strategic leadership for our complaints function, lead and develop a high-performing team, and work across the organisation to turn resident feedback and complaints insight into meaningful service improvement.

We are seeking a leader with a strong understanding and background in social housing with a proven experience of leading complaint handling in a regulated environment including complex casework, Ombudsman engagement and governance reporting.

As Head of Complaints, you will:

• Provide strategic leadership for the complaints function, translating organisational strategy into clear priorities and plans that deliver improved outcomes for residents and support Clarion's wider objectives.

• Lead operational performance, setting clear objectives and standards, monitoring performance and ensuring the function consistently delivers high-quality, timely and effective complaint resolution.

• Champion the resident voice, working with residents and colleagues to understand their experiences, identify what matters most and ensure feedback influences service delivery and decision-making.

• Turn insight into improvement, using complaints data, performance information and emerging trends to identify root causes, reduce repeat failures and make clear, actionable recommendations for service improvement.

• Build strong partnerships across the organisation, influencing and working collaboratively with operational teams, contractors, senior leaders and other stakeholders to resolve complex issues and embed learning.

• Ensure effective governance and compliance, maintaining robust policies and processes and ensuring complaint handling meets relevant regulatory requirements, internal standards and organisational policies.

• Lead, develop and empower colleagues, creating a high-performing and accountable culture, identifying development needs and providing coaching and expertise that builds capability both within the team and across the wider organisation.

• Manage resources effectively, including budgets and key performance measures, ensuring resources are aligned to priorities, and the function delivers against its business and financial objectives.

Please review the full role profile and Behaviours & Mandatory Accountabilities on our website before applying.

Salaries are just the starting point. Here at Clarion we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.

Closing Date: Monday 12th October 2026 at midnight.

This is a hybrid role with a base location at our offices in London. Candidates will be expected to work from the office at least 2 days per week.

Occasional travel may be required.

At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.