Complaints Officer

We’re recruiting an experienced Complaints Officer (Housing) to join a busy local authority housing service, focusing specifically on Stage 2 complaints. This is a key role responsible for handling complex escalated complaints, ensuring robust investigations and delivering high-quality responses in line with the Housing Ombudsman Complaint Handling Code.

Remote working will be offered to the right candidate.

The Role

• Lead on Stage 2 complaints across housing services, carrying out thorough and independent investigations
• Review Stage 1 complaint responses, identifying gaps, inconsistencies and areas for escalation
• Draft clear, detailed and high-quality Stage 2 responses in line with the Housing Ombudsman Complaint Handling Code
• Liaise with internal service areas to gather evidence, challenge responses and ensure accountability
• Manage complex complaints across housing management, repairs, ASB and tenancy services
• Identify trends, recurring issues and service failures, making recommendations for improvement
• Support responses to Housing Ombudsman enquiries and determinations
• Maintain accurate records and ensure compliance with internal processes and statutory requirements
• Work with managers to embed learning from complaints into service delivery
• Contribute to reporting, audits and performance monitoring of complaints handling

Key Requirements

• Experience handling Stage 2 complaints within a housing or local authority setting
• Strong knowledge of the Housing Ombudsman Complaint Handling Code
• Experience investigating complex complaints and producing detailed written responses
• Good understanding of housing services including tenancy, repairs, ASB or housing management
• Excellent written and verbal communication skills
• Ability to manage a high-volume caseload and work to tight deadlines
• Strong organisational skills and attention to detail
• Experience using housing systems or CRM platforms

By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.

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