Housing Complaint Resolution Manager

Elevate Projects are working in partnership with a Affordable Housing client in the Surrey area. The Role We need a sharp, resident-focused complaints professional to take ownership of complaint handling across Housing Services and make it faster, fairer and more outcome-driven. You'll lead Stage 1 and Stage 2 complaints plus Members' Enquiries, keep us fully compliant with the Housing Ombudsman Complaint Handling Code, and turn resident feedback into measurable service improvement. This is a hands-on lead role — overseeing a small team, challenging poor performance constructively, and acting as the escalation point for complex, sensitive and high-risk cases. What You'll Do * Lead Stage 1, Stage 2 and Members' Enquiries; monitor timescales, quality and customer standards; track every action and service recovery measure to completion. * Champion early resolution, ensure failures are acknowledged and remedied, reduce avoidable escalations. * Support Ombudsman investigations, orders and recommendations; lead annual self-assessment; embed learning across the service. * Spot trends and root causes, produce thematic reports, ensure learning actions are owned and delivered. * Maintain oversight of performance, risks and outcomes; keep robust records and trackers. * Build relationships across Housing, Customer Services, Repairs and contractors; hold services to account; advocate for residents. What We're Looking For * Significant experience managing complaints, investigations or customer feedback within housing, local government or a regulated environment. * Track record handling complex Stage 1 and Stage 2 complaints and Members' Enquiries. * Experience analysing performance data, producing reports and presenting to senior leaders. * Used to working with regulatory frameworks and external scrutiny bodies. * Strong report-writing, Excel and stakeholder management skills. * Resident-focused, accountable, resilient and committed to continuous improvement. Success Looks Like Complaints handled on time and to standard · Ombudsman Code compliance maintained · Orders delivered in full · Learning turned into measurable improvements · Resident satisfaction up, escalation rates down If you believe this is the next challenge for you, apply straight away, as this role will be filled as soon as the right candidate is found