Complaints Handler

Join a Well-Established Housing Association as a Complaints Officer Join a well-established housing association in a fulfilling role that truly makes a difference to tenants lives. This Complaints Officer role offers the chance to manage and resolve complaints across housing services, helping ensure safe, quality homes and services that tenants can trust. The role operates within a regulated and supportive environment, providing consistent, meaningful work.

Youll be delivering end-to-end case management of complaints that escalate beyond the informal stage, often dealing with sensitive and complex issues. This is a rewarding role for someone who values person-centred service, empathy, and proactive problem-solving, while collaborating across teams to improve services. As a Complaints Officer, you will:
Investigate and resolve complaints thoroughly, effectively, and in a timely manner. Maintain consistent and clear communication with tenants throughout the complaints process. Build relationships with internal stakeholders to gather information and identify root causes. Produce high-quality outcome letters and reports for tenants, outlining actions taken. Identify trends and recurring issues to support service improvements. Wed love to hear from anyone who has:
Essential:
Experience working in housing, housing management, or tenancy services.