Housing Complaints Resolution Manager

Carrington West; Guildford; On-site; GBP 55,000 - 75,000; Full time

Job summary

Carrington West is seeking an experienced Housing Complaint Resolution Manager to lead Stage 1 and Stage 2 complaints across Housing Services, ensuring compliance with the Housing Ombudsman Complaint Handling Code and driving service improvements.

You will manage a team of Complaints Resolution Officers, oversee performance, analyse data for trends, and produce governance reports for senior management. The role requires extensive housing sector experience and strong regulatory knowledge.

Qualifications

• Significant experience managing complaints within social housing or local government.
• Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing complex Stage 1 and Stage 2 complaints and Members' Enquiries.
• Experience managing Housing Ombudsman investigations, orders and recommendations.
• Experience managing or overseeing a housing complaints team.
• Experience analysing complaint data and identifying trends, root causes and service failures.
• Evidence of using complaint learning to deliver service improvements.
• Experience producing performance, governance and assurance reports.
• Experience developing complaint policies, procedures and quality assurance arrangements.

Responsibilities

• Lead the management of Stage 1 and Stage 2 complaints and Members' Enquiries across Housing Services.
• Manage up to three Complaints Resolution Officers, overseeing caseloads, performance and quality.
• Act as the escalation point for complex and high-risk housing complaints.
• Monitor complaint performance against timescales, quality standards and regulatory requirements.
• Lead compliance with the Housing Ombudsman Complaint Handling Code, including annual self‑assessment and assurance activity.
• Manage Housing Ombudsman investigations, determinations, orders and recommendations.
• Analyse complaint data to identify trends, recurring service failures and root causes.
• Ensure learning from complaints and Ombudsman cases is translated into measurable service improvements.
• Produce complaint performance, thematic and assurance reports for senior management.
• Maintain complaint action trackers and ensure agreed actions are delivered.
• Support the development and review of complaint policies, procedures and quality assurance arrangements.

Skills

Complaints handling

Leadership

Data analysis

Regulatory knowledge

Stakeholder management

Job description

We are currently supporting a housing provider with the appointment of an experienced Housing Complaint Resolution Manager to lead complaint handling across Housing Services, ensuring compliance with the Housing Ombudsman Complaint Handling Code and driving service improvement from complaints and resident feedback.

The Role

• Lead the management of Stage 1 and Stage 2 complaints and Members' Enquiries across Housing Services.
• Manage up to three Complaints Resolution Officers, overseeing caseloads, performance and quality.
• Act as the escalation point for complex and high-risk housing complaints.
• Monitor complaint performance against timescales, quality standards and regulatory requirements.
• Lead compliance with the Housing Ombudsman Complaint Handling Code, including annual self‑assessment and assurance activity.
• Manage Housing Ombudsman investigations, determinations, orders and recommendations.
• Analyse complaint data to identify trends, recurring service failures and root causes.
• Ensure learning from complaints and Ombudsman cases is translated into measurable service improvements.
• Produce complaint performance, thematic and assurance reports for senior management.
• Maintain complaint action trackers and ensure agreed actions are delivered.
• Support the development and review of complaint policies, procedures and quality assurance arrangements.

Key Requirements

• Significant experience managing complaints within social housing or local government.
• Strong working knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience managing complex Stage 1 and Stage 2 complaints and Members' Enquiries.
• Experience managing Housing Ombudsman investigations, orders and recommendations.
• Experience managing or overseeing a housing complaints team.
• Experience analysing complaint data and identifying trends, root causes and service failures.
• Evidence of using complaint learning to deliver service improvements.
• Experience producing performance, governance and assurance reports.
• Experience developing complaint policies, procedures and quality assurance arrangements.

If you do not hear from us within 48 hours of applying, your application has been unsuccessful.

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