Housing Complaints Resolution Specialist

Working for Essex; Basildon; On-site; GBP 54,000 - 60,000; Full time

Benefits offered by this job

On-site role

Temporary 6-month contract

Job summary

Basildon Borough Council is seeking a Complaints Resolution Officer to manage and investigate Stage 1 and Stage 2 complaints in a social housing context. You will act as the primary contact for residents, draft responses, and coordinate Housing Ombudsman inquiries to ensure timely, compliant outcomes.

The role is on-site at Basildon with a 6-month temporary contract and a requirement to work 2–3 days per week on site; involvement in some travel is possible.

Qualifications

• Experience investigating and resolving complex complaints within housing, a housing association, local authority, or social housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and related investigations.
• Experience managing Housing Ombudsman inquiries and investigations.
• Good understanding of housing legislation, consumer standards, and landlord responsibilities.
• Experience handling Stage 1 and Stage 2 complaints and preparing responses to Councillor/MP inquiries.
• Experience identifying service failures and driving service improvements.

Responsibilities

• Manage and investigate Stage 1 and Stage 2 complaints in line with Housing Ombudsman guidelines and organisational procedures.
• Conduct thorough investigations by reviewing tenancy records, policies, repairs history, and correspondence.
• Draft clear, accurate, empathetic, and well-reasoned complaint responses.
• Be the primary point of contact for residents throughout the complaints process and manage expectations.
• Respond to inquiries from Councillors, MPs, advocates, and other stakeholders as required.
• Manage Housing Ombudsman inquiries, investigations, and information requests within timescales.
• Prepare evidence, case files, and submissions for Housing Ombudsman investigations.
• Review Housing Ombudsman determinations and coordinate actions to achieve compliance.
• Identify service failures and remedies to achieve fair resolutions.
• Collaborate with operational teams to gather information and resolve complaints.
• Monitor actions and ensure commitments arising from complaints are completed.
• Maintain records of complaints, Ombudsman cases, outcomes, and improvements.
• Record and report lessons learned to drive organisational learning.
• Analyse complaint trends to identify opportunities for improvement.
• Ensure compliance with housing legislation, regulatory requirements, and internal policies.

Job description

Basildon Borough Council is seeking a Complaints Resolution Officer to manage and investigate Stage 1 and Stage 2 complaints in a social housing context. You will act as the primary contact for residents, draft responses, and coordinate Housing Ombudsman inquiries to ensure timely, compliant outcomes.

The role is on-site at Basildon with a 6-month temporary contract and a requirement to work 2–3 days per week on site; involvement in some travel is possible.