_{15th January, 2026}

Senior Housing Complaints Officer x 2
1 x 6 month contract, 1 x 3 month contract
37 hrs per week
Fully remote working
£22.50 (PAYE) - £30 (Umbrella) per hour

An exciting opportunity to lead on customer complaints and maximise opportunities to enhance customer experience and mitigate reputational risk

You will be responsible for the effective management of complaint from customers, Housing Ombudsman Service (HOS) cases, investigations and complex stage one and stage two complaints.

A customer focused role where you will take ownership of resolving a range of complaints seeking early resolution wherever possible.
  
you will be responsible for actively engaging with customers to understand their concerns, proactively investigating complaints including directly with contracting partners and stakeholders, and communicating verbally and in writing with customers and monitoring commitments to deliver resolution

Main duties will include:

• Leading complaint investigations to identify any service failure, appropriate resolution and ensure our complaint responses meet the HOS’ requirements
• Lead work to improve customer experience, driving high levels of customer satisfaction through delivering excellent communication
• Working directly with contracting partners and the Housing team to make evidence-based decisions about service failure and to determine appropriate follow up including scheduling repairs/ maintenance works
• Working with anti-social behaviour and Housing teams to make evidence based decisions and determine appropriate follow up actions, including support, legal processes and signposting.
• Ensuring any commitments made in complaint responses are completed and customers are kept informed as needed
• Identifying and mitigating risks of negative HOS determinations, including proactively identifying any complaint handling issues at Stage One and ensuring these are addressed at Stage Two.
• To use the Compensation Policy and procedures to make appropriate remedy, ensuring appropriate records are kept.
• Champion great response writing, including translating complex technical information and any relevant housing legislation for a lay audience and utilising the Organisation's  ‘tone of voice’
• Build effective relationships with colleagues, contractors and customers to help resolve complaints
• Adherence to compliance requirements, such as HOS Code

You should have significant experience of complaint handling in social housing, including investigating and responding to complex stage two cases, demonstrable understanding of the HOS, the Complaint Handling Code and the Regulator of Social Housing’s expectations around complaint handling

for further information about this role, contact specialist Social Housing recruiter, Mark Grove, on 0117 923 9100 or apply via this site

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