Stage 2 complaints Lead

Job title – Stage 2 and Housing Ombudsman Lead

Location – London (SE1) – Hybrid Working

Contract – Full-time, Fixed-Term 24 months

Start Date – Asap

Salary – £44,000 per annum

We are working with a housing provider in South London to recruit a Stage 2 and Housing Ombudsman Lead. You will act as the primary liaison with the Housing Ombudsman Service, overseeing Stage 2 and Ombudsman complaints. This is an excellent opportunity for an experienced complaints professional to drive quality, compliance, and service improvement within a regulated social housing environment.

Key Responsibilities

• Act as the lead contact for the Housing Ombudsman Service
• Manage end-to-end handling of Stage 2 and Ombudsman complaints
• Coordinate and prepare detailed case files and evidence packs
• Lead responses to complex and high‑risk cases, including Ombudsman determinations
• Provide expert guidance to internal teams on complaint handling standards
• Conduct root cause analysis to identify trends and drive service improvements
• Deliver learning sessions to embed best practice across the organisation
• Ensure compliance with the Housing Ombudsman Code of Practice
• Monitor performance, outcomes, and complaint trends

About You

Essential

• Minimum 2 years’ experience as a Senior Complaints Investigator within a housing association
• Proven experience managing Stage 2 and Housing Ombudsman complaints
• Strong understanding of the Housing Ombudsman Code of Practice
• Experience preparing case files, evidence, and formal responses
• Excellent written and verbal communication skills
• Strong analytical and problem‑solving ability
• Confident using case management systems
• Experience coaching or advising colleagues on complex complaints

Desirable

• CIH qualification
• Experience delivering internal training or workshops

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