Housing Complaints & Ombudsman Case Manager

Catering; Birmingham; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Weekly pay

Rate £20.86/hour including holiday

Job summary

Birmingham City Council is seeking an experienced Ombudsman Caseworker (internally known as a Regulation & Project Officer) to join its Housing Service. You will manage complex housing complaints, review histories, gather evidence and produce high-quality responses that meet regulatory timescales.

In this busy role you will liaise with housing teams, senior managers and external stakeholders, assess compensation claims and make fair recommendations in line with council policies and Housing

Qualifications

• Experience in complaint handling, ombudsman casework, investigations, housing services or regulatory environments.
• Experience reviewing compensation claims and making recommendations on financial redress.
• Excellent written communication skills, strong attention to detail and ability to analyse complex information, balancing empathy with a fair and evidence-based approach.
• Experience within social housing, local authorities, housing associations or complaint resolution teams would be advantageous.

Responsibilities

• Investigate and manage escalated housing complaints from receipt through to resolution.
• Review and assess compensation claims, making recommendations based on evidence and policy.
• Draft detailed complaint responses, reports and briefing notes.
• Liaise with housing teams, senior managers and external stakeholders to gather information and evidence.
• Support responses to Housing Ombudsman enquiries and recommendations.
• Identify trends, service failures and opportunities for service improvement.
• Ensure compliance with complaint handling standards, legislation and regulatory requirements.
• Maintain accurate records and monitor cases against strict deadlines.

Skills

Complaint handling

Ombudsman casework

Investigations

Housing services

Regulatory environments

Written communication

Attention to detail

Analytical thinking

Empathy and fairness

Job description

Birmingham City Council is seeking an experienced Ombudsman Caseworker (internally known as a Regulation & Project Officer) to join its Housing Service. You will manage complex housing complaints, review histories, gather evidence and produce high-quality responses that meet regulatory timescales.

In this busy role you will liaise with housing teams, senior managers and external stakeholders, assess compensation claims and make fair recommendations in line with council policies and Housing