Housing Complaints Officer

Belmont Recruitment; Kirkby-in-Ashfield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency is seeking a Housing Complaints Officer for Ashfield Council on a temporary full-time contract. Responsibilities include managing complaints, drafting responses, and ensuring adherence to guidelines. The ideal candidate has experience in social housing and understands the Housing Ombudsman’s Complaint Handling Code. This role is crucial for improving services and maintaining records, offering 37 hours per week from Monday to Friday.

Responsibilities

• Collate, review, and analyse information relating to complaints.
• Acknowledge complaints in writing and draft responses.
• Ensure compliance with the Housing Ombudsman Service’s guidelines.
• Prepare complaint information for the Housing Ombudsman.
• Maintain accurate records of complaint cases.
• Implement learning outcomes and improvements from complaints.
• Collaborate with housing teams for service improvements.

Skills

Experience of handling complaints within a social housing or local authority setting

Awareness of the Housing Ombudsman Service’s Complaint Handling Code

Job description

Belmont Recruitment are currently looking for a Housing Complaints Officer to join Ashfield Council on an initial 3-6 month temporary contract. This is a full-time role working 37 hours per week, Monday to Friday.

Main Responsibilities

• Collate, review, and analyse information relating to expressions of dissatisfaction and formal complaints.
• Acknowledge complaints in writing and support with drafting responses and investigation notes.
• Ensure all complaints are managed in accordance with the Housing Ombudsman Service’s Complaint Handling Code and council policy.
• Support the preparation of complaint information for submission to the Housing Ombudsman Service.
• Maintain accurate and up-to-date records of all complaint cases.
• Contribute to the implementation of learning outcomes, recommendations, and orders resulting from complaints and Ombudsman determinations.
• Work collaboratively with housing teams to identify service improvements and share best practice.

You’ll bring :

• Experience of handling complaints within a social housing or local authority setting.
• Awareness or understanding of the Housing Ombudsman Service’s Complaint Handling Code (desirable).

Please apply with an up to date CV ASAP if this role would be of interest to you.