Housing Complaints Officer
Posted Today by Vivid Resourcing Ltd
£29 Per hour
Undetermined
Undetermined
East Midlands
Summary: The Housing Complaints Officer is tasked with managing and resolving formal complaints related to housing services, ensuring adherence to the Housing Ombudsman Complaint Handling Code and internal policies. The role emphasizes thorough investigations, fair decision-making, and clear communication in written responses, while also focusing on identifying service improvements based on complaint outcomes.
Key Responsibilities:
- Manage a caseload of Stage 1 and Stage 2 housing complaints in line with the organisation’s Complaint Handling Policy and the Housing Ombudsman Complaint Handling Code.
- Investigate complaints relating to repairs and maintenance, tenancy management, antisocial behaviour, allocations, leaseholder services, housing management, and contractor performance.
- Review tenancy records, repair logs, contractor reports, correspondence, policies, and system notes to establish a full chronology of events.
- Conduct interviews with residents, housing officers, repairs teams, and external contractors where required to gather evidence.
Key Skills:
- Strong understanding of housing services and complaint handling processes.
- Excellent investigative and analytical skills.
- Effective communication skills, both written and verbal.
- Ability to manage a caseload and prioritize tasks effectively.
- Experience in dealing with various stakeholders, including residents and contractors.
Salary (Rate): £29/hour
City: East Midlands
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
The Housing Complaints Officer is responsible for managing and resolving formal complaints relating to housing services, ensuring compliance with the Housing Ombudsman Complaint Handling Code, internal policies, and statutory requirements. The role focuses on thorough investigation, fair decision-making, clear written responses, and identifying service improvements arising from complaint outcomes.
Key Responsibilities
- Complaint Handling & Investigation
- Manage a caseload of Stage 1 and Stage 2 housing complaints in line with the organisation’s Complaint Handling Policy and the Housing Ombudsman Complaint Handling Code.
- Investigate complaints relating to repairs and maintenance, tenancy management, antisocial behaviour, allocations, leaseholder services, housing management, and contractor performance.
- Review tenancy records, repair logs, contractor reports, correspondence, policies, and system notes to establish a full chronology of events.
- Conduct interviews with residents, housing officers, repairs teams, and external contractors where required to gather evidence.