Complaints jobs in United Kingdom

• £32 umbrella per hour

This period closes on Wednesday December 3 2025 at 12:00.

To conduct robust and timely reviews of decisions made under Lambeth Council’s Allocations Policy and in pursuit of the Council’s statutory duties to the homeless.

• To be senior in rank to Housing Officers and provide an independent legal review of cases where a customer is dissatisfied with a Council’s decision on the allocation of housing.
• To liaise with external partners and carry out statutory review enquiries and proceedings prior to review decisions.
• To ensure that statutory decisions are able to withstand, political, media and legal scrutiny.
• To provide effective, professional Review and Appeal service on behalf of the Housing Service.
• To work professionally with service users, their representatives and other agencies involved with Reviews and Appeals.
• To work collaboratively with other teams within Homeless Services to deal with Reviews and Appeals within the prescribed time limits.
• To instruct legal services on Housing Act appeals and represent the Council in Court as and when required.
• To manage and control the use of costly temporary accommodation during the review and Court appeal process.
• To ensure that all work is carried out in accordance with the current relevant legislation, and any central government or Lambeth policies, procedures and performance measures.
• To contribute to the work of the Unit and report to the Review Manager.
• Perform administrative tasks for the Review Team.
• Liaise with the Legal Department to prevent any Judicial Review threats.
• To communicate effectively with staff within the team and the Unit in connection with review and appeal cases.
• To write and issue statutory review decisions for the Council and external bodies.
• To provide an effective, efficient and professional reviews and appeals service to service users and their representatives.
• To have specialist knowledge of the Equality Act Care Act, Mental Health Acts, Immigration Acts, Children Act, Welfare Reform Act and the Housing Act /Homelessness Reduction Act.
• To provide the Review Team Manager with feedback from the Review and Appeals process in order to improve the quality of casework decisions and reduce the number of reviews and appeals.
• To work co-operatively and professionally with other Lambeth staff and any external agencies, voluntary bodies, statutory agencies and other organisations who have an input into the work of the Review Team.
• To comply with all relevant statutory requirements, Government Guidance and Codes of Conduct, Lamebth policies and procedures, professional and performance standards and good housing and homelessness practice.
• To assist and review in developing a full range of information and publicity for all clients as well as internal procedures and other stakeholders.
• To deputise for Review Manager as and when necessary.
• To provide quality assurance and control to improve service delivery where customers have received unlawful decisions.
• To protect the Councils reputation and other Councils in terms of legal costs and other publicity when conducting reviews.
• To attend case conferences relating homelessness reviews and vulnerable high risk customers.
• To ensure full and accurate records of all clients, all advice and support provided. To maintain accurate written and computer records, reports, & other monitoring information as required in connection with the various duties undertaken, and keep other records necessary to provide an adequate management information data base.
• To understand the value of information to the council and to contribute to good information governance by keeping information safe, accurate and up to date and available to those who need it. The officer is required to abide by the council’s information governance policies.
• To develop effective working relationships with colleagues within Lambeth, other council and statutory services, external bodies, service users, landlords as well as voluntary and other housing organisations and ensure effective referrals.
• To deal with enquiries, complaints and correspondence from clients and their advocates, including solicitors, councillors, MPs, the ombudsman and other housing providers, in line with the Council’s complaints and enquiries procedure. This may include preparing information to support court cases for which the post-holder is responsible.
• This position is complex with the potholder being required to liaise with customers, statutory organisation, advocates, solicitors and third sector providers to arrive at a sustainable housing solution for customers with complex and multiple needs for example mental health combined with drug and or alcohol addiction.
• Any other duties appropriate to the post and grade.