Housing Complaints Officer

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 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 **escalate** 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.