Complaints Review Officer

We are working closely alongside a Local Authority in Tower Hamlets
to assist with the appointment of a Complaints Review Officer, on a 1.5-month contract, likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £24.12 - £31.92 per hour

The Complaints Review Officer will ensure residents receive a fair, thorough, and resident-focused review of their complaints. Acting as a business partner to the Housing Management Service, the post holder will support compliance with the Housing Ombudsman Complaint Handling Code, draft high-quality responses, manage complex complaint cases, and identify learning to prevent escalation to the Housing Ombudsman.

• Investigate and respond to complex complaints, including Stage 1 and Stage 2 cases, high-profile Member Enquiries, and Housing Ombudsman cases
• Monitor and report on performance and compliance with the Housing Ombudsman Complaint Handling Code
• Draft clear, accurate, and high-quality complaint responses within statutory timescales
• Reduce complaint escalations by ensuring agreed actions are recorded, monitored, and delivered
• Maintain oversight of corrective actions and keep residents informed of progress
• Provide dedicated case management for complex and ad hoc cases, maintaining a clear audit trail

• Relevant experience in complaints handling within a local authority or registered housing provider
• Experience of managing complex investigations and drafting professional responses
• Knowledge and experience of working with the Housing Ombudsman and regulatory frameworks
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code
• Strong understanding of social housing services and local authority environments

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K
• This role requires a Basic
  DBS

Disclaimer
:
Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important
:
We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.
Your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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