Resident-Focused Housing Complaints Officer

Carrington Blake Recruitment; Kirkby-in-Ashfield; On-site; GBP 30,000 - 38,000; Full time

Job summary

Carrington Blake Recruitment is partnering with a UK local authority to appoint a Housing Complaints Officer. This role handles Stage 1 housing complaints, ensuring thorough investigations, sensitive handling and timely resolutions.

You will liaise with Residents, Housing teams and the Corporate Complaints team, gather information, explain actions, and ensure lessons learned improve housing services and resident satisfaction.

Qualifications

• Experience handling customer complaints or complex cases.
• Strong investigation and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage difficult conversations and resolve conflict.
• Strong customer/resident focus.
• Ability to manage a caseload and prioritise competing deadlines.
• Experience working with internal teams and external stakeholders.
• Strong report-writing and analytical skills.
• Ability to identify trends, lessons learned and opportunities for service improvement.
• Ability to interpret and apply policies, procedures and relevant legislation.
• A professional, empathetic and solution-focused approach.

Responsibilities

• Manage a caseload of Stage 1 housing complaints, ensuring investigations and responses are completed within required timescales.
• Act as the single point of contact for complainants throughout the complaints process.
• Listen to residents, establish the key issues and investigate complaints thoroughly and objectively.
• Work with Housing teams, colleagues and relevant stakeholders to gather information and resolve complaints.
• Provide clear explanations and communicate appropriate actions to residents to put things right.
• Handle difficult conversations, challenging situations and potential conflict sensitively and professionally.
• Use knowledge of Housing policies, procedures, legislation and statutory obligations when investigating complaints.
• Maintain accurate records of complaints, investigations, outcomes and actions.
• Prepare reports outlining complaints, findings, recommendations and lessons learned.
• Identify recurring issues and trends within complaints data.
• Make recommendations to managers regarding service improvements and preventative actions.
• Support Housing managers in implementing recommendations and improving service delivery.
• Help develop a resident-centred and transparent approach to complaints handling.
• Work closely with the Corporate Complaints team and Housing colleagues where complaints involve multiple services.
• Ensure residents are treated fairly, professionally and respectfully throughout the complaints process.

Skills

Customer complaints

Investigation

Communication

Conflict resolution

Caseload management

Stakeholder liaison

report writing

Analytical skills

Policy interpretation

Empathy

Job description

Carrington Blake Recruitment is partnering with a UK local authority to appoint a Housing Complaints Officer. This role handles Stage 1 housing complaints, ensuring thorough investigations, sensitive handling and timely resolutions.

You will liaise with Residents, Housing teams and the Corporate Complaints team, gather information, explain actions, and ensure lessons learned improve housing services and resident satisfaction.