Job Title - Social Housing Complaints Admin (Housing Association)
Location - Croydon
Contract Type - Full-time, temp to permanent
Hours - Monday to Friday, 08:00 – 17:00
Pay - £16.22 per hour
About the Role
As a Complaints Admin, you will log and manage repair requests, general housing enquiries, and liaise with contractors and internal teams to ensure timely resolution. You will provide excellent customer service, maintain accurate records, and support the broader housing operations team in meeting service standards.
Key Responsibilities
Receive incoming calls, emails, and web enquiries from tenants and stakeholders
Log repair requests, allocate jobs to contractors, and follow up on progress
Provide regular updates to residents on status of requests
Escalate complex or urgent matters to senior staff
Resolve general housing enquiries about tenancy, rent, policies, and health & safety
Work with housing management, maintenance, and contractor teams
Maintain records and data in housing/repairs management systems
Ensure compliance with service standards, KPI targets, and version control
Identify recurring issues or trends and flag them to management
Participate in continuous improvements and process reviews
Desirable / Preferred
Previous experience in social housing, housing repairs or facilities management
Knowledge of housing law, tenancy agreements, and landlord obligations
Experience with housing or maintenance management systems
Understanding of health & safety regulations, compliance, and risk
How to Apply
Please submit an up to date CV to this job, interviews due to take place in the coming week.
We are an equal opportunities employer and welcome applications from all sections of the community