Housing Complaints Investigator — Hybrid/Remote

4Recruitment Services Ltd; Addlestone; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

4Recruitment Services are seeking a Housing Complaints Officer to join a Housing Services team in Addleston e, Surrey. The role focuses on coordinating and managing complaints under the Housing Ombudsman Code, supporting Stage 1 and 2 investigations, and delivering timely, accurate responses.

Initially based at the Civic Centre, with potential to work from home up to two days a week after training. You will liaise with residents, contractors and stakeholders, maintain records, and help drive

Qualifications

• Experience handling or investigating complaints in a regulated environment.
• Excellent written and verbal communication; professional, evidence-based correspondence.
• Strong organisational skills with ability to manage deadlines and priorities.
• Understanding of housing regulatory requirements and ombudsman codes.
• Customer-focused approach with ability to handle challenging conversations.

Responsibilities

• Coordinate and manage complaints from receipt to resolution, supporting Stage 1 and Stage 2 investigations.
• Draft responses and liaise with residents, contractors and stakeholders.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and timescales.
• Gather evidence, review records and assist investigations to establish facts.
• Monitor handling times, identify delays and escalate at risk of non-compliance.
• Maintain accurate records of outcomes, remedies and service improvements.
• Promote learning from complaints and contribute to process improvements.

Skills

Complaint handling

Investigation skills

Written communication

Organisational skills

Regulatory knowledge

Customer service

Tools

Copilot

Microsoft Office

Job description

4Recruitment Services are seeking a Housing Complaints Officer to join a Housing Services team in Addleston e, Surrey. The role focuses on coordinating and managing complaints under the Housing Ombudsman Code, supporting Stage 1 and 2 investigations, and delivering timely, accurate responses.

Initially based at the Civic Centre, with potential to work from home up to two days a week after training. You will liaise with residents, contractors and stakeholders, maintain records, and help drive