Housing Complaints Investigator – Onsite, Basildon

New Start; Basildon; On-site; GBP 25,000 - 28,000; Full time

Job summary

Basildon Borough Council is seeking a Complaints Resolution Officer to manage and investigate housing-related complaints within a social housing setting. The role requires thorough, fair investigations and clear communication with residents throughout the process.

You will work with Housing Ombudsman enquiries, deadlines, and cross-departmental teams to deliver timely outcomes. On-site presence is required with travel across the borough and a valid driving licence is preferred.

Qualifications

• Experience investigating and resolving complex complaints within housing contexts.
• Strong knowledge of housing ombudsman processes and investigations.
• Experience coordinating responses with multiple stakeholders.

Responsibilities

• Manage and investigate Stage 1 and Stage 2 complaints under codes and procedures.
• Conduct evidence-based investigations using tenancy records and correspondence.
• Draft clear, empathetic complaint responses for residents.
• Be the primary contact for residents throughout the complaints process.
• Coordinate Housing Ombudsman responses within set timescales.
• Identify service failures and root causes and propose remedies.
• Collaborate with teams to gather information and implement actions.
• Maintain records of complaints, investigations and outcomes.

Skills

Experience handling complaints

Investigation skills

Stakeholder management

Report writing

Job description

Basildon Borough Council is seeking a Complaints Resolution Officer to manage and investigate housing-related complaints within a social housing setting. The role requires thorough, fair investigations and clear communication with residents throughout the process.

You will work with Housing Ombudsman enquiries, deadlines, and cross-departmental teams to deliver timely outcomes. On-site presence is required with travel across the borough and a valid driving licence is preferred.