Housing Complaints Response Officer

Darlington Borough Council; Tees Valley; Hybrid; GBP 33,000 - 36,000; Part time

Benefits offered by this job

32 days Annual Leave

Local Government Pension Scheme

Flexi-time scheme

Flexible working

Wellbeing offer

Cycle to Work Scheme

Vivup employee benefit app

Arriva Employee Travel Club

Job summary

Darlington Borough Council is seeking an experienced Housing Complaints Response Officer to manage investigations, ensure regulatory compliance, and deliver thoughtful responses to residents.

This 22.5-hour part-time role is office-based for the first 3 months, then blended with home working. The post offers a comprehensive benefits package and a commitment to resident-focused services.

Qualifications

• Experienced housing professional with experience of dealing with the public, housing complaints and enquiries.

Responsibilities

• Manage and respond to housing complaints ensuring regulatory compliance.
• Carry out in-depth investigations and provide formal responses with recommendations for service improvements.
• Maintain focus on resident needs and deliver high-quality customer service.

Skills

Housing complaints experience

Public customer service

Job description

Housing Complaints Response Officer (Ref: POS013699)

Salary £33,119 - £35,570 per annum (pro rata) Salary Band £30,001 to £40,000 Post Type Permanent Hours Per Week Part time

Job and Application details

Categories Housing
Directorate N/A Published Date 09/09/2026 Closing Date 27/09/2026

We are looking to recruit an experienced housing professional with experience of dealing with the public, housing complaints and enquiries.

As a team we are dedicated to ensuring that we are resident focused and responsive to local needs. We are continuously looking to improve, developing and delivering services with a wide range of partners to successfully balance social and commercially-driven expectations to create vibrant communities and neighbourhoods.

You will support us to deliver an effective complaintsservice. This will include ensuring that we meet regulatory compliance and carrying out in-depth investigations and responses, whilst making recommendations for service improvements. You will be expected to provide outstanding service that demonstrates corporate values, meets performance targets and improves the customer journey.

This is a 22.5 hr post which will require the working hours being spread over a minimum of 4 days per week. For example this could be Monday to Friday 10am to 3pm, or Tuesday to Friday 8:30am to 3pm.

There will be a requirement to be office based for the first 3 months induction and training. Following this, the role is blended so a mix of home working and office based working would be available subject to service needs.

The rewards for working at Darlington Borough Council go beyond the salary you will receive; we have numerous additional benefits such as:

• 32 days Annual Leave, plus Bank Holidays, with option to purchase additional Annual Leave (pro-rata for part time working)
• Access to the Local Government Pension Scheme with option to make Additional Voluntary Contributions
• Generous Maternity, Paternity and Adoption Leave schemes
• Staff equality forums
• Green Car Leasing Scheme
• Access to a wide range of training, learning and development
• Physiotherapy service
• Confidential counselling service
• Cycle to Work Scheme
• Dolphin Centre Fit for Life Discounts
• Local and National retailer discounts
• Vivup employee benefit app and Lifestyle Savings
• Arriva Employee Travel Club

We are looking to recruit an experienced housing professional with experience of dealing with the public, housing complaints and enquiries.

As a team we are dedicated to ensuring that we are resident focused and responsive to local needs. We are continuously looking to improve, developing and delivering services with a wide range of partners to successfully balance social and commercially-driven expectations to create vibrant communities and neighbourhoods.

You will support us to deliver an effective complaintsservice. This will include ensuring that we meet regulatory compliance and carrying out in-depth investigations and responses, whilst making recommendations for service improvements. You will be expected to provide outstanding service that demonstrates corporate values, meets performance targets and improves the customer journey.

This is a 22.5 hr post which will require the working hours being spread over a minimum of 4 days per week. For example this could be Monday to Friday 10am to 3pm, or Tuesday to Friday 8:30am to 3pm.

There will be a requirement to be office based for the first 3 months induction and training. Following this, the role is blended so a mix of home working and office based working would be available subject to service needs.

The rewards for working at Darlington Borough Council go beyond the salary you will receive; we have numerous additional benefits such as:

• 32 days Annual Leave, plus Bank Holidays, with option to purchase additional Annual Leave (pro-rata for part time working)
• Access to the Local Government Pension Scheme with option to make Additional Voluntary Contributions
• Flexi-time scheme
• Flexible working
• Generous Maternity, Paternity and Adoption Leave schemes
• Staff equality forums
• Green Car Leasing Scheme
• Access to a wide range of training, learning and development
• Physiotherapy service
• Confidential counselling service
• Great wellbeing offer
• Cycle to Work Scheme
• Dolphin Centre Fit for Life Discounts
• Local and National retailer discounts
• Vivup employee benefit app and Lifestyle Savings
• Arriva Employee Travel Club

For the full range of benefits we offer, please see our Why work for us internet page, which also includes our Total Reward Booklet and Employee Benefit Video.

https://www.darlington.gov.uk/jobs-and-careers/why-work-for-us/

Find out further information about us and what it’s like to work for our great team by visiting the Jobs and Careers home page.

https://www.darlington.gov.uk/jobs-and-careers/

We are an equal opportunities' employer. We welcome applicants from all sections of the community. We aim to interview any applicant who declares a disability and meets the minimum criteria for the job.