Housing Complaint Resolution Manager

Elevate Projects Ltd; Guildford; On-site; GBP 42,000 - 62,000; Full time

Job summary

Elevate Projects Ltd. is seeking a sharp, resident-focused complaints professional to own complaint handling across Housing Services in Surrey.

You will lead Stage 1 and Stage 2 complaints and Members' Enquiries, ensuring timely, fair outcomes and compliance with the Housing Ombudsman Code. You will oversee a small team, drive early resolution, support Ombudsman investigations, and translate resident feedback into measurable service improvements across Housing, Customer Services, Repairs and

Qualifications

• Significant experience managing complaints, investigations or customer feedback within housing, local government or a regulated environment.
• Track record handling complex Stage 1 and Stage 2 complaints and Members' Enquiries.
• Experience analysing performance data, producing reports and presenting to senior leaders.
• Used to working with regulatory frameworks and external scrutiny bodies.
• Strong report-writing, Excel and stakeholder management skills.
• Resident-focused, accountable, resilient and committed to continuous improvement.

Responsibilities

• Lead Stage 1, Stage 2 and Members' Enquiries; monitor timescales, quality and customer standards; track every action and service recovery measure to completion.
• Champion early resolution, ensure failures are acknowledged and remedied, reduce avoidable escalations.
• Support Ombudsman investigations, orders and recommendations; lead annual self-assessment; embed learning across the service.
• Spot trends and root causes, produce thematic reports, ensure learning actions are owned and delivered.
• Maintain oversight of performance, risks and outcomes; keep robust records and trackers.
• Build relationships across Housing, Customer Services, Repairs and contractors; hold services to account; advocate for residents.

Skills

Complaints management

Investigations

Data analysis

Report writing

Stakeholder management

Excel

Education

Experience in housing/local government

Tools

Excel

Job description

Elevate Projects are working in partnership with a Affordable Housing client in the Surrey area.

The Role

We need a sharp, resident-focused complaints professional to take ownership of complaint handling across Housing Services and make it faster, fairer and more outcome-driven.

You’ll lead Stage 1 and Stage 2 complaints plus Members' Enquiries, keep us fully compliant with the Housing Ombudsman Complaint Handling Code, and turn resident feedback into measurable service improvement. This is a hands‑on lead role — overseeing a small team, challenging poor performance constructively, and acting as the escalation point for complex, sensitive and high‑risk cases.

What You'll Do

• Lead Stage 1, Stage 2 and Members' Enquiries; monitor timescales, quality and customer standards; track every action and service recovery measure to completion.
• Champion early resolution, ensure failures are acknowledged and remedied, reduce avoidable escalations.
• Support Ombudsman investigations, orders and recommendations; lead annual self‑assessment; embed learning across the service.
• Spot trends and root causes, produce thematic reports, ensure learning actions are owned and delivered.
• Maintain oversight of performance, risks and outcomes; keep robust records and trackers.
• Build relationships across Housing, Customer Services, Repairs and contractors; hold services to account; advocate for residents.

What We're Looking For

• Significant experience managing complaints, investigations or customer feedback within housing, local government or a regulated environment.
• Track record handling complex Stage 1 and Stage 2 complaints and Members' Enquiries.
• Experience analysing performance data, producing reports and presenting to senior leaders.
• Used to working with regulatory frameworks and external scrutiny bodies.
• Strong report‑writing, Excel and stakeholder management skills.
• Resident‑focused, accountable, resilient and committed to continuous improvement.

Success Looks Like

• Complaints handled on time and to standard
• Ombudsman Code compliance maintained
• Orders delivered in full
• Learning turned into measurable improvements
• Resident satisfaction up, escalation rates down