Resident-Centric Housing Complaints Investigator

Vivid Resourcing Ltd; Nottingham; On-site; GBP 28,000 - 32,000; Full time

Job summary

Vivid Resourcing Ltd is seeking an experienced Housing Complaints Officer to support a busy housing service in delivering high-quality complaints handling. The role focuses on investigating housing-related complaints and delivering fair, evidence-based resolutions for residents in Nottingham.

You will manage a varied caseload, gather evidence, draft responses and ensure compliance with policies and regulatory requirements while maintaining strong resident relationships and meeting deadlines.

Qualifications

• Experience handling complaints within housing associations, local authorities or social housing environments.
• Excellent written communication skills with the ability to produce detailed and professional responses.
• Experience managing a varied caseload and meeting strict deadlines.
• Strong organisational and analytical skills.
• Ability to build effective relationships with residents, colleagues and stakeholders.
• Confident handling challenging conversations and resolving customer concerns.

Responsibilities

• Manage and investigate housing complaints from receipt through to resolution.
• Act as the main point of contact for residents throughout the complaints process.
• Gather evidence, review case information and liaise with relevant service areas to establish facts.
• Draft high-quality complaint responses that are clear, accurate and customer-focused.
• Ensure complaints are handled in line with organisational policies, procedures and regulatory requirements.
• Work collaboratively with housing teams to identify appropriate remedies and resolutions.
• Maintain accurate complaint records and update relevant systems.
• Identify trends, recurring issues and service failures from complaint investigations.
• Produce reports and contribute to lessons learned exercises to drive service improvements.
• Support the organisation in delivering excellent customer service and resident satisfaction.
• Handle sensitive and complex customer interactions professionally and empathetically.
• Monitor performance against complaint handling targets and deadlines.

Job description

Vivid Resourcing Ltd is seeking an experienced Housing Complaints Officer to support a busy housing service in delivering high-quality complaints handling. The role focuses on investigating housing-related complaints and delivering fair, evidence-based resolutions for residents in Nottingham.

You will manage a varied caseload, gather evidence, draft responses and ensure compliance with policies and regulatory requirements while maintaining strong resident relationships and meeting deadlines.