Resident Complaints & Service Improvement Lead

Vivid Resourcing Ltd; Basildon; On-site; GBP 32,000 - 46,000; Full time

Job summary

Vivid Resourcing Ltd is seeking an experienced Complaints Investigator to manage Stage 1 and Stage 2 housing complaints, using tenancy records, repairs history and policies to form evidence-based conclusions. You will write clear, empathetic responses and act as the main contact for residents, coordinating Ombudsman submissions and driving service improvements by identifying trends and remedies.

The role requires strong knowledge of Housing Ombudsman Code, housing legislation, and proficient

Qualifications

• Experience investigating complex complaints within housing or local authority settings.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code.
• Understanding of housing legislation and landlord responsibilities.
• Experience responding to Councillor and MP enquiries.
• Excellent report writing, letter drafting and case management skills.
• Analytical and problem-solving abilities with a focus on remedies.

Responsibilities

• Investigate Stage 1 and Stage 2 complaints using tenancy records, repairs history, policies and correspondence.
• Write clear, empathetic and well-reasoned complaint responses.
• Act as the main point of contact for residents throughout the complaints process.
• Manage Ombudsman enquiries and investigations with timely submissions.
• Coordinate actions to comply with Ombudsman determinations, orders and recommendations.
• Record lessons learned and analyse complaint trends to drive service improvement.

Skills

Complaint investigations

Stakeholder management

Report writing

Analytical thinking

Time management

Housing Ombudsman Code knowledge

Housing legislation knowledge

Job description

Vivid Resourcing Ltd is seeking an experienced Complaints Investigator to manage Stage 1 and Stage 2 housing complaints, using tenancy records, repairs history and policies to form evidence-based conclusions. You will write clear, empathetic responses and act as the main contact for residents, coordinating Ombudsman submissions and driving service improvements by identifying trends and remedies.

The role requires strong knowledge of Housing Ombudsman Code, housing legislation, and proficient