Housing Complaints Officer

Vivid Resourcing Ltd; East Midlands; On-site; GBP 30,000 - 40,000; Full time

Job summary

A housing services organization in the East Midlands is seeking a Housing Complaints Officer responsible for managing formal complaints related to housing services. The role requires thorough investigations and ensures compliance with relevant codes and policies. Candidates should demonstrate effective complaint management, strong analytical skills, and the ability to write clear responses. This is a key role in identifying improvements in service based on complaint outcomes.

Qualifications

• Experience in housing complaints handling and investigation.
• Strong analytical skills to review and establish event chronology.
• Effective communication skills for interviewing and writing responses.

Responsibilities

• Manage and resolve Stage 1 and Stage 2 housing complaints.
• Investigate a variety of housing-related complaints and services.
• Gather evidence through interviews and document reviews.

Job description

The Housing Complaints Officer is responsible for managing and resolving formal complaints relating to housing services, ensuring compliance with the Housing Ombudsman Complaint Handling Code, internal policies, and statutory requirements. The role focuses on thorough investigation, fair decision-making, clear written responses, and identifying service improvements arising from complaint outcomes.

Key Responsibilities

Complaint Handling & Investigation

• Manage a caseload of Stage 1 and Stage 2 housing complaints in line with the organisation's Complaint Handling Policy and the Housing Ombudsman Complaint Handling Code.
• Investigate complaints relating to repairs and maintenance, tenancy management, antisocial behaviour, allocations, leaseholder services, housing management, and contractor performance.
• Review tenancy records, repair logs, contractor reports, correspondence, policies, and system notes to establish a full chronology of events.
• Conduct interviews with residents, housing officers, repairs teams, and external contractors where required to gather evidence.