Complaints Officer

Job Overview

We are seeking a proactive and experienced Housing Complaints Officer to join our team. You will be responsible for managing and resolving complaints from tenants, leaseholders, and other stakeholders, ensuring timely, fair, and compliant outcomes in line with housing policies, legislation, and regulatory standards.

• Has to have Housing Complaints Experience

• Receive, investigate =$diff?>and manage housing complaints from tenants, leaseholders, and members of the public
• Respond to complaints in a professional, timely, and empathetic manner, ensuring excellent customer service
• Liaise with internal teams (e.g., Housing Officers, Repairs, Neighbourhood Services) to gather information and resolve issues
• Maintain accurate records of complaints and actions taken, ensuring compliance with corporate policies and regulatory requirements
• Prepare reports on complaints trends, outcomes, and service improvements
• Advise tenants on the complaints process, including escalation to the Housing Ombudsman where appropriate
• Identify systemic issues and recommend service improvements to prevent future complaints
• Ensure all safeguarding, equality, and diversity considerations are upheld during investigations