Housing Complaints Officer

4Recruitment Services; Addlestone; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

4Recruitment Services are seeking a Housing Complaints Officer to join the Housing Services team in Addlestone, Surrey. The role focuses on coordinating and managing complaints under the Housing Ombudsman Complaint Handling Code, with a view to timely resolution and learning for service improvements.

Based at the Civic Centre in Addleston e five days a week, the role offers potential to work from home for up to two days per week after training.

Qualifications

• Experience of handling or investigating complaints in a regulated environment (preferably housing/public service).
• Understanding of the Housing Ombudsman Complaint Handling Code and regulatory requirements.
• Excellent written and verbal communication skills.
• Strong organisational skills and ability to manage competing priorities and deadlines.
• Good IT skills, including Microsoft Office and digital tools such as Copilot.

Responsibilities

• Coordinate complaints from initial receipt through to resolution, supporting Stage 1 and Stage 2 investigations and drafting responses where required.
• Manage and acknowledge housing complaints, ensuring accurate records on the case management system.
• Work closely with Housing Services colleagues and contractors to investigate complaints and achieve timely resolutions.
• Ensure complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code, meeting timescales and quality standards.
• Gather evidence, review records and assist with investigations to establish facts and determine outcomes.
• Review complaint responses to ensure clarity, empathy, evidence-based, and compliant with requirements.
• Monitor complaint handling timescales, identify potential delays and escalation risks.
• Liaise with residents, advocates, contractors and stakeholders to resolve complaints effectively.
• Identify reasonable adjustments to ensure accessible and inclusive complaints process.
• Coordinate responses to Housing Ombudsman enquiries and support investigations.
• Maintain accurate records of complaint outcomes, remedies, lessons learned and service improvements.

Skills

Complaint handling

Written communication

Verbal communication

Organisational skills

IT skills

Copilot

Tools

Copilot

Job description

4Recruitment Services are seeking a Housing Complaints Officer to join a Housing Services team in Addlestone, Surrey.

PURPOSE OF THE ROLE:

To coordinate and manage complaints relating to Housing Services in accordance with the Housing Ombudsman Complaint Handling Code.

To support fair and thorough complaint investigations, ensuring compliance and timely resolution.

To help identify learning from complaints and contribute to continuous improvement to Housing Services.

Initially, this role will be based at the Civic Centre in Addlestone, five days a week. Subject to completion of training and induction, there may be the option to work from home for up to two days a week.

DUTIES & RESPONSIBILITIES INCLUDE:

• Manage and acknowledge housing complaints, ensuring accurate records are maintained on the case management system.
• Coordinate complaints from initial receipt through to resolution, supporting Stage 1 and Stage 2 investigations and drafting responses where required.
• Work closely with Housing Services colleagues and contractors to investigate complaints and achieve timely resolutions.
• Ensure complaints are handled in accordance with the Housing Ombudsman Complaint Handling Code, meeting required timescales and quality standards.
• Gather evidence, review records and assist with investigations to establish facts and determine appropriate outcomes.
• Review complaint responses to ensure they are clear, empathetic, evidence-based and compliant with relevant requirements.
• Monitor complaint handling timescales, identify potential delays and escalation risks of non-compliance.
• Liaise with residents, advocates, contractors and other stakeholders to resolve complaints effectively.
• Identify and record reasonable adjustments to ensure the complaints process is accessible and inclusive.
• Coordinate responses to Housing Ombudsman enquiries and support investigations referred to the Ombudsman.
• Maintain accurate records of complaint outcomes, remedies, lessons learned and agreed service improvements.
• Promote learning from complaints, support improvements to processes and contribute to developing a positive complaint handling culture.

ESSENTIAL REQUIREMENTS:

• Experience of handling or investigating complaints, preferably within a regulated public service or social housing environment.
• An understanding of the Housing Ombudsman Complaint Handling Code and the importance of meeting regulatory requirements.
• Excellent written and verbal communication skills, particularly the ability to produce clear, professional and evidence-based correspondence.
• Strong organisational skills and the ability to manage competing priorities and deadlines.
• Experience of interpreting policies, procedures and regulatory requirements.
• Excellent customer care skills, with the ability to handle challenging conversations professionally and empathetically.
• Good IT skills, including Microsoft Office and confidence in using digital tools such as Copilot.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.