Local Authority Housing, Homelessness Complaints And Enquiries Officer, Central London

Local Authority Housing, Homelessness Complaints and Enquiries Officer, Central London

Pay rate £40 per hour

Contract role, Local Authority Housing Services

Qualifications

• Proven experience in complaint handling (mandatory)
• Experience handling complaints relating to homelessness services (mandatory)
• Experience dealing with complaints involving statutory decision‑making, housing register, and temporary accommodation
• Strong working knowledge of homelessness legislation and associated policies

Key Responsibilities

• Manage and respond to complaints and enquiries relating to homelessness services
• Handle complaints covering statutory homelessness decisions, housing register applications, and temporary accommodation
• Ensure complaint responses are compliant with homelessness legislation, statutory guidance, and council policies
• Manage a caseload proactively with minimal supervision, progressing cases efficiently to resolution
• Liaise with service users, internal teams, and external partners via email, telephone, and face‑to‑face contact
• Accurately record all case activity and outcomes within case management systems and relevant spreadsheets
• Gather, assess, and analyse information to ensure comprehensive, evidence‑based responses

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