Hybrid Housing Complaints Investigator

Carrington Blake Recruitment; Greater London; Hybrid; GBP 33,000 - 39,000; Full time

Job summary

Carrington Blake Recruitment is recruiting an experienced Housing Complaints Investigator to support the Housing Complaints Manager in examining complex Stage 1 housing complaints and delivering fair, timely outcomes for residents.

The role requires identifying root causes, recommending service improvements, monitoring trends and ensuring compliance with the Housing Ombudsman’s Complaints Handling Code and relevant legislation. The work pattern is hybrid: 2 days remote and 3 days in the office.

Qualifications

• Demonstrated experience investigating complex housing complaints.
• Strong knowledge of housing legislation and complaints procedures.
• Excellent written and verbal communication skills.
• Experience preparing reports and presenting findings to senior management.
• Analytical and problem-solving abilities to identify root causes and improvement actions.
• Excellent organisational skills and ability to prioritise and meet deadlines.
• High attention to detail with ability to handle confidential information.
• Experience maintaining databases and working with internal/external stakeholders.

Responsibilities

• Investigate complex housing complaints and identify appropriate resolutions.
• Analyse complaint trends, identify recurring issues and recommend service improvements.
• Prepare detailed reports for senior management, highlighting lessons learned and corrective actions.
• Maintain and oversee the housing complaints database, ensuring accurate records.
• Build effective relationships with residents, colleagues and external stakeholders.
• Provide guidance and training to colleagues on complaints handling procedures.
• Ensure complaints are handled confidentially, fairly and within required deadlines.
• Monitor compliance with statutory requirements, including the Housing Ombudsman’s Complaints Handling Code and relevant housing legislation.

Skills

Investigating complex complaints

Housing legislation knowledge

Communication skills

Report writing

Analytical thinking

Organisational skills

Confidential handling

Stakeholder management

Job description

Carrington Blake Recruitment is recruiting an experienced Housing Complaints Investigator to support the Housing Complaints Manager in examining complex Stage 1 housing complaints and delivering fair, timely outcomes for residents.

The role requires identifying root causes, recommending service improvements, monitoring trends and ensuring compliance with the Housing Ombudsman’s Complaints Handling Code and relevant legislation. The work pattern is hybrid: 2 days remote and 3 days in the office.