Stage 1 Complaints Handler (Housing)

Overview

We are currently supporting a housing association in North West England that is building and developing its complaints team. This contract role has been created to help reduce a backlog of Stage 1 housing complaints while supporting wider service improvement activity.

This is a hands‑on position suited to an experienced housing complaints professional who can confidently manage cases and deliver high‑quality, compliant responses from day one.

Key Responsibilities

• Handle and resolve Stage 1 housing complaints, with a focus on clearing backlog cases
• Investigate complaints across housing services including repairs, tenancy management, ASB, and estates
• Liaise with housing officers, repairs teams, contractors, and customer service teams
• Draft clear, professional, and empathetic written complaint responses
• Ensure complaints are managed in line with internal procedures and the Housing Ombudsman Complaint Handling Code
• Maintain accurate case records on CRM or housing management systems
• Capture learning outcomes and support the development of a growing complaints function

Essential Experience

• Previous complaints handling experience within social housing, housing associations, or local authorities
• Strong understanding of housing services and complaint investigation processes
• Experience managing high‑volume complaint workloads
• Excellent written communication skills
• Ability to work independently and meet tight deadlines

Desirable

• Knowledge of the Housing Ombudsman Service
• Experience supporting complaint backlog reduction or improvement projects
• Familiarity with housing management or CRM systems

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