Housing Complaints Resolution Specialist

Vivid Resourcing Ltd; Essex; Hybrid; GBP 52,000 - 60,000; Full time

Job summary

Essex-based local authority is seeking three Complaints Resolution Officers to join its housing service on an initial six-month temporary contract. The role is hybrid, with minimum 2–3 days on site each week, offering an opportunity to manage a varied caseload.

You will handle Stage 1 and Stage 2 complaints, as well as Housing Ombudsman cases, ensuring timely, fair and well-documented responses for residents and stakeholders.

Qualifications

• Experience handling Stage 1 and Stage 2 complaints.
• Experience within a local authority, housing association or social housing environment.
• Knowledge of Housing Ombudsman Complaint Handling Code.
• Experience managing Housing Ombudsman enquiries, investigations or determinations.
• Strong report writing, letter drafting and case management skills.

Responsibilities

• Investigate and manage Stage 1 and Stage 2 housing complaints.
• Review records, policies, repairs histories and correspondence.
• Produce clear, accurate and well-reasoned complaint responses.
• Act as a primary point of contact for residents throughout the complaints process.
• Manage Housing Ombudsman enquiries, investigations and information requests.
• Prepare evidence and case files for Housing Ombudsman investigations.
• Identify service failures, root causes and remedies.
• Monitor remedies and actions to meet timescales.

Job description

Essex-based local authority is seeking three Complaints Resolution Officers to join its housing service on an initial six-month temporary contract. The role is hybrid, with minimum 2–3 days on site each week, offering an opportunity to manage a varied caseload.

You will handle Stage 1 and Stage 2 complaints, as well as Housing Ombudsman cases, ensuring timely, fair and well-documented responses for residents and stakeholders.