Technical Complaints Resolution Officer

PA Housing; England; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

High street discounts

Health cash plans

26 days' annual leave (29 after three 

Flexible bank holidays

Car leasing scheme

Hybrid working

Nine-day fortnight

Job summary

PA Housing’s Technical Complaints Resolution Team handles residents’ repairs complaints, investigating faults from inspection reports and photographs, and coordinating with contractors and internal teams to reach a resolution. The role is hybrid, with around two to three office days a week once settled.

Experience in social housing or building maintenance, and a qualification or equivalent experience in housing construction, plus training in complaint handling or conflict resolution, are

Qualifications

• Recognised qualification in housing construction or equivalent experience
• Evidence of training in customer service, complaint handling or conflict resolution
• Experience in social housing, property or construction environments
• Strong technical knowledge across multiple trades (plumbing, electrics, joinery, roofing, damp/mould)
• Proven ability to diagnose issues from inspection reports and photographs
• Excellent de-escalation and conflict resolution skills
• Good IT skills, including housing or repairs management systems, Microsoft Office and digital tools
• Solid understanding of housing legislation, landlord obligations and the Housing Ombudsman's Complaint Handling Code
• Excellent verbal and written communication, adapted to residents, contractors and senior stakeholders

Responsibilities

• Act as main contact for residents raising repair complaints, keeping them heard and informed
• Investigate complaints using inspection reports, photographs and technical insight to diagnose causes
• Manage each caseload from receipt to resolution, with timely updates
• Coordinate resolutions with contractors, surveyors and internal teams
• De-escalate challenging situations calmly and professionally
• Support vulnerable residents through reasonable adjustments and signposting
• Apply technical knowledge of repairs to recommend solutions
• Hold teams accountable where service falls short and promote learning from outcomes
• Monitor complaint trends and feed insights into process and policy changes
• Prioritise workloads against strict deadlines
• Maintain accurate documentation in line with data protection and the Ombudsman's Code
• Communicate clearly and empathetically with residents, contractors and senior stakeholders, handling sensitive information with discretion

Skills

Trades knowledge

Complaint handling

De-escalation skills

Communication skills

IT literacy

Housing legislation

Education

Housing construction qualification

Customer service training

Job description

PA Housing's newly formed Technical Complaints Resolution Team, within its Assets Directorate, handles residents' complaints about repairs. The post centres on investigating faults from inspection reports and photographs, managing each case to resolution and coordinating with contractors and internal teams under the Housing Ombudsman's Complaint Handling Code. It is hybrid, with around two to three office days a week once settled, subject to meeting cycles and board activity. Fit turns on a housing or building maintenance qualification or equivalent experience, and evidence of complaint-handling or conflict resolution training.

What the job involves

• Act as main contact for residents raising repair complaints, keeping them heard and informed
• Investigate complaints using inspection reports, photographs and technical insight to diagnose causes
• Manage each caseload from receipt to resolution, with timely updates
• Coordinate resolutions with contractors, surveyors and internal teams
• De-escalate challenging situations calmly and professionally
• Support vulnerable residents through reasonable adjustments and signposting
• Apply technical knowledge of repairs (plumbing, electrics, roofing, damp/mould) to recommend solutions
• Hold teams accountable where service falls short and promote learning from outcomes
• Monitor complaint trends and feed insights into process and policy changes
• Prioritise workloads against strict deadlines
• Maintain accurate documentation in line with data protection and the Ombudsman's Code
• Communicate clearly and empathetically with residents, contractors and senior stakeholders, handling sensitive information with discretion

What’s required

Qualifications

• Recognised qualification in housing construction or building maintenance, or equivalent experience
• Evidence of training in customer service, complaint handling or conflict resolution

Experience

• Experience in social housing, property or construction environments

Skills & knowledge

• Strong technical knowledge across multiple trades (e.g. plumbing, electrics, joinery, roofing, damp/mould)
• Proven ability to diagnose issues from inspection reports and photographs
• Excellent de-escalation and conflict resolution skills
• Good IT skills, including housing or repairs management systems, Microsoft Office and digital tools
• Solid understanding of housing legislation, landlord obligations and the Housing Ombudsman's Complaint Handling Code
• Excellent verbal and written communication, adapted to residents, contractors and senior stakeholders

Other

• High integrity, empathy and a commitment to putting residents first
• Proactive mindset, looking for ways to improve processes and resident satisfaction
• Calm, professional manner under challenging situations

What’s offered

• High street discount schemes
• Health cash plans
• 26 days' annual leave, rising to 29 after three years, with the option to buy more
• Flexible bank holidays, taken when it suits
• Car leasing scheme
• Hybrid working, with around two to three office days a week once settled
• Optional nine-day fortnight scheme to compress hours