Job Description
Ensure all your application information is up to date and in order before applying for this opportunity.
Complaints Investigator – Housing (Local Authority)
Wembley (Hybrid – 3 Days Office-Based) Contract – Immediate Start £23.81 PAYE / £31.35 Umbrella per hour
We are seeking an experienced Complaints Investigator to support a London local authority in Wembley with clearing a backlog of Stage 1 complaints within the Housing Needs service.
This is a fast-paced and rewarding role focused on delivering high-quality, customer-centred responses across areas including housing needs, homelessness, and temporary accommodation.
Key Responsibilities
- Investigate and respond to Stage 1 housing complaints in line with statutory and corporate procedures
- Work closely with the Housing Needs team to gather evidence and draft clear, accurate written responses
- Ensure complaints are handled in a timely, fair, and customer-focused manner
- Analyse case information to identify service failings and recommend improvements
- Maintain accurate case records and adhere to compliance standards
Skills & Experience Required
- Proven experience handling complaints within a local authority setting
- Strong knowledge of housing and homelessness services, including:
- Housing Act 1996 – Part VII
- Homelessness Reduction Act 2018
- Localism Act 2011
- Experience dealing with homelessness or temporary accommodation cases
- Excellent written communication skills with the ability to produce xwzovoh clear and empathetic responses
- Strong investigative, analytical, and organisational skills
- A customer-focused approach with attention to detail
Desirable
- Previous experience working with or for the Housing Ombudsman
- Experience handling high-volume complaint backlogs
Working Arrangements
- Hybrid working: 3 days per week in the office (Wembley based)
- Monday is a mandatory on-site day
- Immediate start available
Job Description
Ensure all your application information is up to date and in order before applying for this opportunity.
Complaints Investigator – Housing (Local Authority)
Wembley (Hybrid – 3 Days Office-Based) Contract – Immediate Start £23.81 PAYE / £31.35 Umbrella per hour
We are seeking an experienced Complaints Investigator to support a London local authority in Wembley with clearing a backlog of Stage 1 complaints within the Housing Needs service.
This is a fast-paced and rewarding role focused on delivering high-quality, customer-centred responses across areas including housing needs, homelessness, and temporary accommodation.
Key Responsibilities
- Investigate and respond to Stage 1 housing complaints in line with statutory and corporate procedures
- Work closely with the Housing Needs team to gather evidence and draft clear, accurate written responses
- Ensure complaints are handled in a timely, fair, and customer-focused manner
- Analyse case information to identify service failings and recommend improvements
- Maintain accurate case records and adhere to compliance standards
Skills & Experience Required
- Proven experience handling complaints within a local authority setting
- Strong knowledge of housing and homelessness services, including:
- Housing Act 1996 – Part VII
- Homelessness Reduction Act 2018
- Localism Act 2011
- Experience dealing with homelessness or temporary accommodation cases
- Excellent written communication skills with the ability to produce xwzovoh clear and empathetic responses
- Strong investigative, analytical, and organisational skills
- A customer-focused approach with attention to detail
Desirable
- Previous experience working with or for the Housing Ombudsman
- Experience handling high-volume complaint backlogs
Working Arrangements
- Hybrid working: 3 days per week in the office (Wembley based)
- Monday is a mandatory on-site day
- Immediate start available
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