We're recruiting an experienced Complaints and Repairs Officer to join a busy Temporary Accommodation and Resettlement service within a London local authority.
This role will focus heavily on managing complaints, repairs casework and resident enquiries across temporary accommodation services. You will be responsible for investigating complaints, responding to Ombudsman and Members enquiries, liaising with residents and managing agents, and ensuring repairs and property-related issues are resolved effectively and in line with corporate policies and procedures.
The successful candidate will have strong written and verbal communication skills alongside experience within temporary accommodation, housing management, property management, repairs and maintenance, or complaints handling within a local authority or housing setting.
The Role
- Manage complaints and repairs casework across temporary accommodation services.
- Investigate Stage 1 and Stage 2 complaints in line with the council's corporate complaints policy.
- Respond to Members enquiries, Ombudsman enquiries and escalated resident concerns within required timescales.
- Liaise directly with residents, landlords, managing agents, contractors and internal teams to resolve accommodation and repairs issues.
- Draft high-quality written complaint responses, investigation findings and case updates.
- Monitor and progress repairs issues within temporary accommodation, ensuring timely resolutions and clear communication with residents.
- Investigate disrepair concerns, service failures and property-related complaints across temporary accommodation placements.
- Carry out property inspections, tenancy audits and follow-up visits where required.
- Work collaboratively with procurement, placement and housing management teams to minimise disruption to residents.
- Escalate complex safeguarding, health and safety or property concerns appropriately.
- Maintain accurate records, reports and complaint logs on housing management systems.
- Monitor trends and recurring issues to support service improvement and better resident outcomes.
- Support the wider Temporary Accommodation and Resettlement team with accommodation-related casework when required.
- Ensure all work is delivered in line with housing legislation, temporary accommodation policies and information governance requirements.
Key Requirements
- Experience handling complaints, repairs casework or resident enquiries within a housing or temporary accommodation environment.
- Strong background in temporary accommodation, housing management, property management, repairs or maintenance services.
- Experience responding to complex complaints, Members enquiries or Ombudsman cases.
- Excellent written communication skills with the ability to produce professional and detailed complaint responses.
- Strong verbal communication and customer service skills.
- Ability to investigate issues thoroughly and manage sensitive conversations with residents professionally and empathetically.
- Experience liaising with contractors, landlords, agents and internal departments to resolve repairs and accommodation issues.
- Good understanding of housing standards, repairs processes and temporary accommodation challenges.
- Ability to manage a busy and varied caseload effectively under pressure.
- Strong organisational skills and attention to detail.
- Good IT skills and experience updating housing or case management systems.
- Understanding of data protection, safeguarding and resident-focused service delivery.
What You Need to Do Now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you are currently satisfied in your role, we welcome calls from Complaints Officers, Repairs Officers, Temporary Accommodation Officers, Housing Officers and Property Management professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us