Resident Complaints Investigator & Resolution Lead

Heart of Care Staffing Ltd; Basildon; On-site; GBP 36,000 - 52,000; Full time

Job summary

Heart of Care Staffing Ltd is seeking a Complaints Resolution Officer in Basildon on an hourly rate of £32 per hour. You will manage and investigate Stage 1 and Stage 2 complaints, reviewing tenancy records and related documentation to draft clear responses.

You will act as the primary resident contact, respond to enquiries from Councillors, MPs and advocates, and prepare submissions for Housing Ombudsman investigations while ensuring timely actions and compliance with housing standards.

Qualifications

• Experience handling Stage 1 and Stage 2 complaints.

Responsibilities

• Manage and investigate Stage 1 and Stage 2 complaints in accordance with the Housing Ombudsman Complaint Handling Code.
• Conduct evidence-based investigations, reviewing tenancy records, policies, repairs history and other documentation.
• Draft clear, empathetic and well-reasoned complaint responses.
• Act as a primary contact for residents throughout the complaints process.
• Respond to enquiries from Councillors, MPs, advocates and other stakeholders.
• Manage Housing Ombudsman enquiries, investigations and information requests within required timescales.
• Prepare evidence, case files and submissions for Housing Ombudsman investigations.
• Review Ombudsman determinations, orders and recommendations and coordinate required actions.
• Identify service failures, root causes and remedies.
• Work with operational teams to gather information and resolve complaints.
• Monitor and follow up on remedies to ensure completion.
• Maintain accurate records of complaints, Ombudsman cases, outcomes and lessons learned.
• Analyse complaint trends and performance data to identify opportunities for service improvement.
• Ensure compliance with housing legislation and internal policies.

Skills

Complaint handling

Investigations

Stakeholder management

Record keeping

Job description

Heart of Care Staffing Ltd is seeking a Complaints Resolution Officer in Basildon on an hourly rate of £32 per hour. You will manage and investigate Stage 1 and Stage 2 complaints, reviewing tenancy records and related documentation to draft clear responses.

You will act as the primary resident contact, respond to enquiries from Councillors, MPs and advocates, and prepare submissions for Housing Ombudsman investigations while ensuring timely actions and compliance with housing standards.