Description Internal Applicants Only Organisation: London Borough of Waltham Forest Salary: PO6 £52,584 - £55,620 Contract Type: Full-time, permanent Working hours per week: 36 Application Deadline: 31 August 2025 Reference: 1843 About Us: Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work. We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents. London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment. About the role: We are seeking a skilled and empathetic Housing Landlord Complaints Investigator to lead on Stage 2 complaint investigations within our Housing Management and Assets service. This role will also lead relationship management and liaison with the Housing Ombudsman Service and provide insight to the senior management team and service leads to help drive continuous improvement. >> Click here to download the Role Profile Key Responsibilities: Investigate and resolve Stage 2 housing complaints in line with the council’s policy and the Housing Ombudsman’s Complaint Handling Code. Liaise with residents to understand their complaint and desired outcome, taking into account any specific needs of vulnerable residents Carry out investigations empathetically with an open mind, ensuring that all issues raised by the complainant are fully addressed Produce high-quality written complaint responses and reports, ensuring clarity and compliance. Assess and apply appropriate remedies, including compensation. Hold contractors and internal teams accountable for timely and effective complaint resolution. Lead relationship management with the Housing Ombudsman, including responses to orders and requests. Lead the Council’s annual self-assessment and reporting on complaint handling performance. Identify areas of significant or persistent service failure identified through complaint investigations and analysis, recommending actions to deliver improvements. Skills, Experience and Qualifications: Excellent investigative skills and experience of undertaking high quality complaint investigations within a local authority, other public sector organisation, regulatory body or similar. Experience of liaising with and responding to the requirements of a regulatory body. Ability to use housing, legal and regulatory knowledge to resolve issues. Excellent written and verbal communication skills, with the ability to explain complex issues clearly. Skilled in stakeholder engagement, negotiation, and influencing to drive positive outcomes. Excellent time management skills to manage a complex caseload, prioritise, set deadlines and cope with conflicting and changing demands. Ability to work both autonomously and collaboratively with a wide range of stakeholders and make evidence based decisions in a fast paced environment. Excellent analytical and report writing skills, with the ability to produce concise, accurate and informative written material for a variety of audiences. Experience of working in social housing and a good understanding of the responsibilities of social housing landlords. Familiarity with the Housing Ombudsman Complaint Handling Code. Experience of working in a local authority with an understanding of a local authority’s responsibility to elected members (desirable). Degree-level education or equivalent, with evidence of continuous professional development. Terms and conditions: The below terms and conditions apply to this role: Satisfactory employment references and CIFAS identity checks; Satisfactory declaration of interest; As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English. How to Apply: Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible. Equal Opportunity Employer: Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value. To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy. We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview. For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us. Contact Information: If you have any questions about this vacancy or the application process, please contact Salvatore Barbato, Acting Head of Housing Engagement & Service Improvement via email: Salvatore.Barbato@walthamforest.gov.uk If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk. Click here for further information on the Human Resources recruitment privacy notice .