Service Charge Complaints Specialist

Key Details

• Location: Borehamwood, WD6 (Hybrid Working)
• Rate: £16.58 PAYE / £20.97 Umbrella per hour
• Contract: Temporary Contract Until the End of May 2027
• Hours: Full Time
• Working Pattern: Hybrid

Key Responsibilities

• Investigate and resolve complex service charge-related complaints.
• Manage complaints through all stages, ensuring timely and high-quality responses.
• Review service charge budgets, reconciliations and supporting documentation to identify issues and disputes.
• Interpret leases, tenancy agreements and service charge provisions to assess recoverability and compliance.
• Act as a key point of contact for residents regarding service charge complaints and queries.
• Liaise closely with Finance, Housing Management, Asset Management and Legal teams to facilitate complaint resolution.
• Prepare responses in line with Housing Ombudsman requirements and best practice.
• Maintain accurate records and update CRM systems accordingly.
• Identify trends, root causes and opportunities for service improvement.
• Support the wider service charge team in reducing complaints and improving customer experience.

About You

• To be successful in this role, you will have:
• Previous experience investigating complex service charge complaints.
• Strong understanding of leasehold and service charge principles.
• Experience handling Stage 1 and Stage 2 complaints.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Ability to interpret leases, tenancy agreements and service charge provisions.
• Excellent written communication skills, with the ability to explain complex matters clearly and empathetically.
• Strong analytical and investigative skills with excellent attention to detail.
• Experience working within social housing, housing associations or local authorities.
• Good working knowledge of Microsoft Office applications.