Housing Complaints Officer — Hybrid, Impactful Resolution

Aatom Recruitment Limited; Addlestone; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Aatom Recruitment is assisting a Local Authority to recruit a Housing Complaints Officer on a 5-month contract. The role is 37 hours per week, with an initial five-day work pattern and potential to move to up to two days work-from-home, subject to training.

You will coordinate and manage complaints about Housing Services, ensuring timeliness and compliance with the Housing Ombudsman Complaint Handling Code, while supporting learning and service improvements.

Qualifications

• Experience handling Housing Ombudsman Code.
• Ability to triage and acknowledge complaints.
• Strong record-keeping and data accuracy.

Responsibilities

• Use the case management system to acknowledge complaints about Housing services and keep accurate records.
• Track complaints through to completion, including assisting with investigations and draft responses in liaison with the stage 1 or stage 2 response Officer.
• Work proactively with colleagues in Housing Services and the Council’s contractors.
• Ensure complaints are dealt with in line with the Housing Ombudsman’s Complaint Handling Code, including timeliness and quality of responses.
• Assist with complaint investigations by gathering evidence and reviewing records to establish facts and outcomes.
• Review complaint responses to ensure they are clear, evidence-based and empathetic.
• Monitor complaint handling timescales and escalate delays as needed.
• Liaise with complainants, advocates, contractors and stakeholders to facilitate resolution.
• Promote accessibility and ensure reasonable adjustments are recorded throughout the process.
• Coordinate responses to enquiries from the Housing Ombudsman and support investigations referred to the Ombudsman.

Skills

Case management

Complaint handling

Investigation support

Stakeholder liaison

Attention to detail

Customer service

Tools

Case management system

Job description

Aatom Recruitment is assisting a Local Authority to recruit a Housing Complaints Officer on a 5-month contract. The role is 37 hours per week, with an initial five-day work pattern and potential to move to up to two days work-from-home, subject to training.

You will coordinate and manage complaints about Housing Services, ensuring timeliness and compliance with the Housing Ombudsman Complaint Handling Code, while supporting learning and service improvements.