Complaints Officer (Housing Repairs and Compliance)

Contract: Interim / Temporary Assignment
Duration: Initial 3-6 months with strong likelihood of extension
Location: East London (Hybrid Working)
Office Attendance: Minimum 1 day per week in the East London office, with the remainder of the week worked remotely, subject to service requirements.
Department: Customer Resolution & Complaints

About the Role

We are seeking an experienced Complaints Officer to join a busy Customer Resolution team on an interim basis. This is an excellent opportunity for a housing professional with experience managing complex complaints within a Housing Association, Local Authority, ALMO or social housing environment.

The successful candidate will be responsible for managing a caseload of Stage 1 and Stage 2 complaints, undertaking thorough investigations, liaising with operational teams and ensuring responses are delivered in line with Housing Ombudsman requirements.

This role requires a confident individual who can work with minimal supervision, demonstrate sound judgement, and quickly build effective relationships across service areas including housing management, repairs and property compliance.

Key Responsibilities

• Manage a caseload of approximately 20 complaints per week from receipt through to resolution.
• Investigate and respond to both Stage 1 and Stage 2 complaints in line with organisational po...