Complaints Officer
CV-LibraryBasildon, EssexcontractPosted: 15 October 2026
Apply NowWhat you'll be doing
* Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code
* Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence
* Writing clear, empathetic and well-reasoned complaint responses
* Acting as the main point of contact for residents throughout the complaints process
* Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales
* Coordinating actions to comply with Ombudsman determinations, orders and recommendations
* Responding to enquiries from Councillors, MPs, advocates and other stakeholders
* Working with operational teams to agree remedies and corrective actions, and following them through to completion
* Recording lessons learned and analysing complaint trends to drive service improvement
What you'll bring
* Experience investigating complex complaints within a local authority, housing association or social housing setting
* Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations
* A good understanding of housing legislation, consumer standards and landlord responsibilities
* Experience responding to Councillor and MP enquiries
* Excellent report writing, letter drafting and case management skills
* Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies
* The ability to manage a demanding caseload against strict deadlines
* A resident-focused, solution-oriented approach
* Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code
* Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence
* Writing clear, empathetic and well-reasoned complaint responses
* Acting as the main point of contact for residents throughout the complaints process
* Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales
* Coordinating actions to comply with Ombudsman determinations, orders and recommendations
* Responding to enquiries from Councillors, MPs, advocates and other stakeholders
* Working with operational teams to agree remedies and corrective actions, and following them through to completion
* Recording lessons learned and analysing complaint trends to drive service improvement
What you'll bring
* Experience investigating complex complaints within a local authority, housing association or social housing setting
* Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations
* A good understanding of housing legislation, consumer standards and landlord responsibilities
* Experience responding to Councillor and MP enquiries
* Excellent report writing, letter drafting and case management skills
* Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies
* The ability to manage a demanding caseload against strict deadlines
* A resident-focused, solution-oriented approach