Head Of Complaints

Purpose of the Role

The Head of Complaints provides strategic leadership and operational oversight of the organisation's complaints function, ensuring residents receive a fair, transparent, and high‑quality service. The postholder is responsible for embedding a culture of learning, accountability, and continuous improvement across the housing association, ensuring compliance with the Housing Ombudsman's Complaint Handling Code and all regulatory expectations.

This role plays a critical part in strengthening resident trust, improving service delivery, and driving organisational change through insight gained from complaints, feedback, and service failures.

• Lead the organisation's complaints strategy, ensuring a resident‑centred, fair, and timely approach.
• Ensure full compliance with the Housing Ombudsman's Complaint Handling Code and regulatory requirements.
• Provide expert advice to senior leaders, the Board, and committees on complaint trends, risks, and learning.
• Champion a culture where complaints are valued as opportunities for improvement.

• Ensure residents feel heard, respected, and supported throughout the complaints process.
• Oversee the quality of written responses, ensuring clarity, empathy, and accountability.
• Work closely with resident panels, scrutiny groups, and engagement teams to strengthen trust and transparency.

• Significant experience managing complaints within housing associations or local councils.
• Strong understanding of the Housing Ombudsman's Complaint Handling Code and regulatory landscape.
• Proven leadership experience, including managing teams and driving cultural change.
• Excellent written and verbal communication skills, with the ability to handle sensitive issues.
• Strong analytical skills and experience producing high‑level reports for senior stakeholders.
• Ability to influence at all levels, including Executive Teams and Boards.
• Experience managing complex or high‑risk cases.

If you are interested in leading a high‑performing complaints service and driving meaningful change for residents, we would welcome your application. Please submit your CV and a supporting statement outlining how your experience aligns with the essential criteria.