Complaints investigator (housing)

Job Description

Complaints Investigator – Housing (Local Authority)

Wembley (Hybrid – 3 Days Office-Based) Contract – Immediate Start £23.81 PAYE / £31.35 Umbrella per hour

We are seeking an experienced Complaints Investigator to support a London local authority in Wembley with clearing a backlog of Stage 1 complaints within the Housing Needs service.

This is a fast-paced and rewarding role focused on delivering high-quality, customer-centred responses across areas including housing needs, homelessness, and temporary accommodation.

Key Responsibilities

• Investigate and respond to Stage 1 housing complaints in line with statutory and corporate procedures
• Work closely with the Housing Needs team to gather evidence and draft clear, accurate written responses
• Ensure complaints are handled in a timely, fair, and customer-focused manner
• Analyse case information to identify service failings and recommend improvements
• Maintain accurate case records and adhere to compliance standards

Skills & Experience Required

• Proven experience handling complaints within a local authority setting
• Strong knowledge of housing and homelessness services, including:
  • Housing Act 1996 – Part VII
  • Homelessness Reduction Act 2018
  • Localism Act 2011
• Experience dealing with homelessness or temporary accommodation cases
• Excellent written communication skills with the ability to produce clear and empathetic responses
• Strong investigative, analytical, and organisational skills
• A customer-focused approach with attention to detail

Desirable

• Previous experience working with or for the Housing Ombudsman
• Experience handling high-volume complaint backlogs

Working Arrangements

• Hybrid working: 3 days per week in the office (Wembley based)
• Monday is a mandatory on-site day
• Immediate start available