You will be responsible for investigating and responding to complaints from residents, leaseholders, and other stakeholders relating to housing services. Working closely with internal departments, you will ensure complaints are handled promptly, sensitively, and in accordance with the Housing Ombudsman Complaint Handling Code.
The successful candidate will have excellent communication skills, strong attention to detail, and the ability to manage challenging situations professionally.
Key Responsibilities
Manage and coordinate housing complaints from initial receipt through to resolution
Investigate complaints thoroughly, gathering evidence and liaising with relevant departments
Draft clear, accurate, and empathetic complaint responses
Ensure compliance with complaint handling procedures, policies, and timescales
Maintain accurate records and case management systems
Identify trends and recurring issues to support service improvement
Support managers with com...