Housing Complaints Resolution Specialist

Kirklees Metropolitan Council; Basildon; On-site; GBP 49,000 - 55,000; Full time

Job summary

Basildon Borough Council is seeking a Complaints Resolution Officer to investigate and manage housing complaints within a social housing context across Basildon. This is a six‑month, full‑time temporary post.

Onsite attendance is required for at least three days a week, with regular borough travel; a car driver with access to a vehicle is essential. You will handle Stage 1 and Stage 2 complaints and Housing Ombudsman cases, draft clear responses, coordinate across teams, and help drive service

Qualifications

• Experience investigating and resolving complex complaints within a housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and related investigations.
• Experience managing Housing Ombudsman enquiries and investigations.
• Good understanding of housing legislation and consumer standards.
• Experience handling Stage 1 and Stage 2 complaints and preparing responses to Councillor/MP inquiries.
• Experience identifying service failures, recommending remedies, and driving service improvements.
• Excellent report writing, letter drafting, and case management skills.
• Strong analytical, investigative, and problem-solving abilities.

Responsibilities

• Manage and investigate Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Code and organisational procedures.
• Conduct thorough, evidence-based investigations by reviewing tenancy records, policies, repairs history, correspondence, and other documentation.
• Draft clear, accurate, empathetic, and well-reasoned complaint responses.
• Act as the primary contact for residents, ensuring effective communication and expectation management.
• Respond to enquiries from Councillors, MPs, advocates, and other stakeholders.
• Manage Housing Ombudsman enquiries and investigations, ensuring timely responses.
• 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 implement corrective actions.
• Monitor actions and ensure commitments are delivered within timescales.
• Maintain records of complaints, Ombudsman cases, outcomes, and lessons learned.
• Record, monitor, and report on lessons learned to drive improvements.
• Analyze complaint trends to identify service improvement opportunities.

Skills

Investigation skills

Housing Ombudsman knowledge

Stakeholder management

Documentation & reports

Analytical thinking

Communication

Job description

Basildon Borough Council is seeking a Complaints Resolution Officer to investigate and manage housing complaints within a social housing context across Basildon. This is a six‑month, full‑time temporary post.

Onsite attendance is required for at least three days a week, with regular borough travel; a car driver with access to a vehicle is essential. You will handle Stage 1 and Stage 2 complaints and Housing Ombudsman cases, draft clear responses, coordinate across teams, and help drive service