Housing Complaints Officer

Turn feedback into better housing services.

Are you an excellent communicator with experience of investigating complaints and writing clear, balanced responses? Bring your analytical skills and commitment to customer service to a role where you can help residents be heard and turn learning from complaints into meaningful improvements.

About the role

Reporting to the (Housing) Customer Communications Engagement Lead, you will be a single point of contact for Stage 1 and Stage 2 housing complaints. You will gather evidence, liaise with colleagues across the Council and prepare high-quality responses that meet policy deadlines and comply with the Council’s Complaints Policy and the Housing Ombudsman Complaint Handling Code.

Your responsibilities will include:

• Managing complex complaint cases and maintaining accurate, confidential records in Infreemation.
• Coordinating Housing Ombudsman enquiries, investigations, determinations and orders.
• Analysing complaint trends, outcomes and response times, and producing reports that support service improvement.
• Capturing lessons learnt, tracking improvement actions through to completion and escalating delays where appropriate.
• Coordinating responses to Subject Access Requests and supporting the annual Complaint Handling Code self-assessment and regulatory assurance activities.

About you

You will have experience of complaints management, investigation and report writing, alongside a proven ability to handle sensitive information with discretion and confidentiality. You will be confident managing multiple complex cases and competing priorities within strict deadlines.

We are looking for:

• Strong written and verbal communication skills, with excellent attention to detail.
• Analytical skills and the ability to assess evidence and explain findings clearly.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Five GCSEs, including Maths and English, at Grade 4 or above.

How you will work

Our five core behaviours—Communication, Respect, Accountability, Adaptability/Flexibility and Collaboration—guide how we work.

You will listen carefully, treat people with dignity, take ownership and work across teams to resolve complaints and improve services.

If you take pride in clear communication, thorough investigation and learning from customer feedback that in turn help us improve our Housing Services, we would welcome your application.