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