Housing Complaints Investigator — Hybrid, Immediate Start

Niyaa People; Evesham; Hybride; GBP 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Three-month contract

Hybrid working

Flexible hours

Résumé du poste

Niyaa People is seeking a Complaints Officer for a well-established housing organisation in Worcestershire. The role is a three-month temporary contract with an immediate start, offering hybrid working and 37 hours per week.

You will manage a high volume of complaints, particularly relating to repairs and contractor performance, investigate cases thoroughly, liaise with internal teams and prepare clear, professional responses in line with regulatory requirements.

Qualifications

• Direct experience using the QL housing management system is essential.
• Experience with Housing Ombudsman and its Complaint Handling Code is essential.
• Experience handling complaints within a housing association or social housing provider is essential.

Responsabilités

• Managing and investigating formal complaints, including Stage 1 and Stage 2 cases
• Using the QL housing management system to access and review relevant housing records
• Investigating repairs-related complaints by reviewing case histories, tenancy records and contractor information
• Liaising with internal teams and stakeholders to obtain information and resolve complaints
• Drafting formal complaint responses and outcome letters in line with the Housing Ombudsman's Complaint Handling Code
• Identifying recurring issues, investigating root causes and recommending service improvements
• Maintaining accurate case records and ensuring complaints are progressed within required timescales

Connaissances

Written communication

Verbal communication

Organisational skills

High-volume case management

Outils

QL Housing management system

Description du poste

Niyaa People is seeking a Complaints Officer for a well-established housing organisation in Worcestershire. The role is a three-month temporary contract with an immediate start, offering hybrid working and 37 hours per week.

You will manage a high volume of complaints, particularly relating to repairs and contractor performance, investigate cases thoroughly, liaise with internal teams and prepare clear, professional responses in line with regulatory requirements.