Housing Complaints Officer - Stage 1

Reed Specialist Recruitment; Greater London; On-site; GBP 30,000 - 39,000; Part time

Job summary

Reed Specialist Recruitment is seeking an experienced Housing Complaints Officer - Stage 1 to investigate and resolve complaints within a Repairs & Maintenance service in London. You will manage complaints from start to finish, working closely with residents, contractors and internal teams.

The role focuses on gathering evidence, drafting clear and empathetic responses, and driving service improvements through complaint analysis.

Qualifications

• Experience handling complaints within housing, repairs, or property services.
• Strong investigation and case management capabilities.
• Excellent written and verbal communication skills.
• Ability to analyse information and identify root causes.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Investigate Stage 1 complaints relating to repairs, maintenance and service delivery.
• Engage with residents to understand concerns and provide updates.
• Gather and review evidence including repair records, inspections and contractor information.
• Produce clear, professional and empathetic complaint responses.
• Recommend remedies, compensation and service improvements where appropriate.
• Track actions and ensure agreed outcomes are completed.
• Support Housing Ombudsman enquiries, FOI requests and Member enquiries.
• Monitor complaint trends and identify opportunities to improve services.
• Work with contractors and operational teams to resolve issues and improve performance.

Skills

Complaint handling

Investigation & case management

Written and verbal communication

Data analysis

Housing Ombudsman Code knowledge

Multitasking

Job description

Housing Complaints Officer - Stage 1

• Pay: 22.07 PAYE / 28.78 Umbrella


• Contract: Temporary (1 October to 1 April)


• Location: London, Barbican Estate Officer EC2Y


• Working Pattern: Hybrid

The Role

We are looking for an experienced Housing Complaints Officer - Stage 1 to investigate and resolve complaints within a Repairs & Maintenance service.

You’ll manage complaints from start to finish, work closely with residents, contractors and internal teams, and help drive service improvements through customer feedback and complaint analysis.

Key Responsibilities

• Investigate Stage 1 complaints relating to repairs, maintenance and service delivery.


• Engage with residents to understand concerns and provide updates.


• Gather and review evidence including repair records, inspections and contractor information.


• Produce clear, professional and empathetic complaint responses.


• Recommend remedies, compensation and service improvements where appropriate.


• Track actions and ensure agreed outcomes are completed.


• Support Housing Ombudsman enquiries, FOI requests and Member enquiries.


• Monitor complaint trends and identify opportunities to improve services.
  
• Work with contractors and operational teams to resolve issues and improve performance.

About You

Essential:

• Experience handling complaints within housing, repairs, maintenance or property services.


• Strong investigation and case management skills.


• Excellent written and verbal communication skills.


• Ability to analyse information and identify root causes.


• Knowledge of the Housing Ombudsman Complaint Handling Code.


• Ability to manage multiple priorities and meet deadlines.