Complaints Handler

We’re looking for an experienced and confident Complaints Handler with a strong background in social housing. You’ll be responsible for managing complex complaints from start to finish, ensuring fair outcomes, high‑quality investigations, and full compliance with the Housing Ombudsman’s Complaint Handling Code. This role suits someone who thrives in a fast‑paced environment, communicates with clarity and empathy, and understands the unique challenges faced by tenants, leaseholders, and vulnerable residents.

🔑 Key Responsibilities

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Lead on the end‑to‑end management of Stage 1 and Stage 2 complaints in line with statutory and organisational policies.

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Carry out thorough, impartial investigations, gathering evidence, interviewing staff, and reviewing case history.

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Draft clear, accurate, and outcome‑focused complaint responses that meet Housing Ombudsman standards.

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Ensure all complaint handling complies with the Housing Ombudsman Complaint Handling Code, including timeliness, fairness, and transparency.

Essential Experience & Skills

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Proven experience handling complaints within a Housing Association or Local Authority setting.

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Strong working knowledge of the Housing Ombudsman’s Complaint Handling Code and experience responding to Ombudsman investigations.

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Excellent written communication skills with the ability to produce clear, evidence‑based responses.

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Ability to manage a high‑volume caseload while maintaining accuracy and attention to detail.

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Skilled in conflict resolution, negotiation, and managing challenging conversations.

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Understanding of housing legislation, tenancy management, repairs processes, and resident rights.

✅ Are You the Right Fit?

If you’re someone who brings compassion, fairness, and resilience to every case and you have the housing sector experience needed to navigate complex complaints with confidence then this role is absolutely for you