Housing Complaints Specialist – Stage 1/2 (Hybrid)

Park Avenue Recruitment; Welwyn; Hybrid; GBP 39,000 - 44,000; Part time

Job summary

Park Avenue Recruitment is assisting a housing provider in Hertfordshire to recruit an experienced Complaints Resolution Officer. The role covers initial investigation through to final resolution of housing-related complaints, ensuring responses are thorough, timely and compliant with the Housing Ombudsman's code.

The post is initially 2 months, hybrid (2 days per week in the office), with a day rate of £222 umbrella.

Qualifications

• Experience handling complaints in social housing.
• Solid knowledge of the Housing Ombudsman's Complaint Handling Code.
• Ability to manage Stage 1 and Stage 2 complaints with minimal supervision.
• Excellent written communication for drafting detailed responses.
• Ability to prioritise and manage multiple cases concurrently.
• Experience using QL and SharePoint is advantageous.

Responsibilities

• Manage and investigate Stage 1 complaints, focusing on repairs and ASB.
• Draft clear, professional, well-evidenced responses.
• Handle escalations and collaborate with internal teams for resolutions.
• Ensure compliance with the Housing Ombudsman's Code and timescales.
• Maintain accurate case records and update complainants regularly.
• Support the team with increasing complaint volumes while maintaining standards.

Skills

Social housing experience

Housing Ombudsman Code knowledge

Stage 1 & Stage 2 handling

Written communication

Prioritisation / multitasking

QL familiarity

SharePoint

Tools

SharePoint

QL

Job description

Park Avenue Recruitment is assisting a housing provider in Hertfordshire to recruit an experienced Complaints Resolution Officer. The role covers initial investigation through to final resolution of housing-related complaints, ensuring responses are thorough, timely and compliant with the Housing Ombudsman's code.

The post is initially 2 months, hybrid (2 days per week in the office), with a day rate of £222 umbrella.