The Housing Complaints Officer is responsible for managing and resolving formal complaints relating to housing services, ensuring compliance with the Housing Ombudsman Complaint Handling Code, internal policies, and statutory requirements. The role focuses on thorough investigation, fair decision-making, clear written responses, and identifying service improvements arising from complaint outcomes.
Key Responsibilities
Complaint Handling & Investigation
*
Manage a caseload of Stage 1 and Stage 2 housing complaints in line with the organisation’s Complaint Handling Policy and the Housing Ombudsman Complaint Handling Code.
*
Investigate complaints relating to repairs and maintenance, tenancy management, antisocial behaviour, allocations, leaseholder services, housing management, and contractor performance.
*
Review tenancy records, repair logs, contractor reports, correspondence, policies, and system notes to establish a full chronology of events.
*
Conduct interviews with residents, housing officers, repairs teams, and external contractors where required to gather evidence