Repairs Complaints Resolutions Officers

Park Avenue Recruitment; Basildon; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Park Avenue Recruitment is seeking an experienced Repairs Complaints Officer for a 5-month initial contract in the Property Services team. The role is full-time with hybrid working, requiring 2 days in the office.

The job involves owning repairs and property-related complaints end-to-end, ensuring residents receive clear and timely resolutions, and coordinating with repairs teams and external contractors as needed.

Qualifications

• Experience managing Stage 1 and Stage 2 housing complaints.
• Strong investigation and correspondence writing skills.
• Ability to work independently and progress cases.
• Full UK driving licence is advantageous.

Responsibilities

• Managing Stage 1 and Stage 2 complaints relating specifically to repairs and Property Services.
• Handling cases escalated to the Housing Ombudsman and supporting the preparation of formal responses.
• Taking full ownership of complaints from initial investigation through to resolution.
• Producing high-quality, detailed and customer-focused complaint response letters.
• Liaising with repairs teams, contractors, surveyors and other internal services to investigate cases.
• Identifying when a property inspection is required and arranging or attending inspections where appropriate.
• Keeping residents updated throughout the complaints process and ensuring agreed actions are followed through.
• Identifying recurring issues and opportunities for service improvement.

Skills

Complaints handling

Housing Ombudsman

Investigation

Letter writing

Caseload management

Job description

Repairs Complaints Officer - Property Services

5-Month Initial Contract

Full-Time | Hybrid Working - 2 Days in the Office

I am currently working with a housing provider looking for an experienced Repairs Complaints Officer to join their Property Services team on an initial 5-month contract.

This role will take ownership of repairs and property-related complaints from start to finish, acting as a true case manager and ensuring residents receive clear, thorough and timely resolutions.

Key Responsibilities

• Managing Stage 1 and Stage 2 complaints relating specifically to repairs and Property Services.
• Handling cases escalated to the Housing Ombudsman and supporting the preparation of formal responses.
• Taking full ownership of complaints from initial investigation through to resolution.
• Producing high-quality, detailed and customer-focused complaint response letters.
• Liaising with repairs teams, contractors, surveyors and other internal services to investigate cases.
• Identifying when a property inspection is required and arranging or attending inspections where appropriate.
• Keeping residents updated throughout the complaints process and ensuring agreed actions are followed through.
• Identifying recurring issues and opportunities for service improvement.

About You

We are looking for someone with strong experience managing complaints within housing repairs, property services, maintenance or a similar housing environment.

You will ideally have experience of Stage 1, Stage 2 and Housing Ombudsman complaints, alongside excellent investigation and letter-writing skills.

You must be comfortable independently managing a caseload and driving cases forward rather than simply coordinating responses.

A full UK driving licence and access to a vehicle would be beneficial due to the potential requirement to attend property inspections.

This is a full-time, 5-month initial contract, with 2 days per week required in the office