Were working with a public-sector housing provider who urgently requires a Housing Complaints Handler to support their team during a period of high complaint volumes.
This is a hands-on role where youll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. Youll be working closely with internal teamsparticularly repairs and contractorsto investigate issues and drive resolutions.
Youll join a supportive team environment, working alongside an existing coordinator to help manage caseloads and improve overall service delivery.
Key Responsibilities of a Housing Complaints Officer
* Manage stage 1 complaints end-to-end, from initial receipt through to resolution
* Monitor the complaints inbox and case management system (CRM)
* Contact residents to clarify concerns and manage expectations
* Investigate complaints by liaising with internal teams (e.g. repairs, contractors)
* Draft and issue formal written responses within agreed timescales
* Ensure all cases are accurately recorded, tracked, and updated
* Process compensation claims where appropriate
* Escalate or route staff-related concerns to relevant managers
* Provide follow-up support where needed after case closure
* Identify and flag recurring issues or trends to management
About You