_{04th August, 2026}

Are you eager to land a brand new role? Our client, a busy local authority in West London, are looking for an experienced Complex Cases Officer to join their team and play a crucial role in their resident safety and repairs operations. 

Position: Complex Cases Officer
Rate: £23.23 per hour (Umbrella)
Contract Duration: Temp (3 Months) Possible Extension
Working Arrangement: Hybrid 

Job Purpose:

• Repairs are the most important responsibility of a landlord. Most repairs are straightforward but we recognise that sometimes residents need extra support to enable us to resolve complex and difficult issues. You will aim to deliver a ‘right first time’ service, offering personalised solutions for our customers and the communities in which they live.

• Fulfil the role as ‘point of contact’ for disrepair, complex and high-profile cases.
• Investigate complaints, prepare drafts for Complex Cases Manager’s approval and highlight, summarise the ‘lessons learned’ for future improvement.
• Assist with preparation of legal paperwork for disrepair cases and other legal actions such as injunctions.

• Previous experience working within a local authority or a similar organisation.
• Experience of working within a call centre environment is essential.
• Experience of complaint handling where you have used discretion, took ownership and found solutions (going the extra mile).