Housing Complaints Resolution Lead (Hybrid)

Park Avenue; England; Hybrid; GBP 35,000 - 46,000; Part time

Job summary

Park Avenue is seeking a Complaints Resolution Officer for an interim housing role in Hertfordshire. The position is hybrid, with 2 days per week in the office and starts ASAP at a daily rate of £222 (Umbrella) for a 2‑month contract.

You will manage housing-related complaints from initial investigation through to resolution, ensuring timely, compliant responses and strong documentation. Immediate start preferred.

Qualifications

• Experience handling complaints in a social housing environment.
• Strong knowledge of the Housing Ombudsman's Complaint Handling Code.
• Ability to manage Stage 1 and Stage 2 complaints independently.
• Excellent written communication skills for detailed responses.
• Ability to manage competing priorities with minimal supervision.
• Experience using QL and SharePoint is advantageous.

Responsibilities

• Manage and investigate Stage 1 complaints, particularly about repairs and ASB.
• Draft clear, professional, and well-evidenced complaint responses.
• Handle escalations and collaborate with internal teams to reach resolutions.
• Ensure complaints are managed in line with the Housing Ombudsman Code and timescales.
• Maintain accurate case records and keep complainants updated throughout the process.
• Support the team in managing increasing complaint volumes and service standards.

Skills

Social housing complaints

Housing Ombudsman Code

Stage 1 & Stage 2 handling

Excellent written comms

Prioritisation & autonomy

QL & SharePoint experience

Tools

QL

SharePoint

Job description

Park Avenue is seeking a Complaints Resolution Officer for an interim housing role in Hertfordshire. The position is hybrid, with 2 days per week in the office and starts ASAP at a daily rate of £222 (Umbrella) for a 2‑month contract.

You will manage housing-related complaints from initial investigation through to resolution, ensuring timely, compliant responses and strong documentation. Immediate start preferred.