Housing Complaints Officer — Hybrid, Impact & Compliance

4Recruitment Services Ltd; Addlestone; Hybride; GBP 26 000 - 38 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complaint handling

Written communication

Verbal communication

Organisational skills

IT skills

Copilot

Outils

Copilot

Description du poste

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.