Housing Landlord Complaints Investigator
3 Month Contract With A Local Authority
Job Purpose
To deliver a comprehensive, responsive, and high-quality complaint investigation and resolution service for residents, focusing on Stage 2 Housing Management and Asset-related complaints. The role ensures complaints are handled in line with agreed procedures, regulatory expectations, and timescales, producing clear, detailed, and outcome-focused responses.
The postholder will act as a key liaison with the Housing Ombudsman Service and other relevant regulatory bodies, while providing insight and recommendations to senior management to support service improvement and organisational learning.
Key Responsibilities
* Lead and manage complex Stage 2 complaint investigations relating to housing management and asset services, ensuring thorough, fair, and timely resolution.
* Produce high-quality written responses that clearly address issues, explain findings, and outline resolutions in plain English.
* Gather, analyse, and evaluate evidence from multiple sources to inform robust, defensible decisions.
* Act as the primary point of contact for the Housing Ombudsman Service, ensuring effective relationship management and timely, accurate responses.
* Liaise with internal departments, contractors, and stakeholders to obtain information, challenge performance, and drive complaint resolution.
* Provide expert advice and guidance on complaint handling, housing policy, and regulatory compliance.
* Identify trends, root causes, and systemic issues arising from complaints and provide actionable insights to senior leaders and service managers.
* Influence and support service improvements to enhance customer experience and reduce repeat complaints.
* Ensure compliance with corporate complaint procedures, service standards, and relevant regulatory frameworks.
* Manage a complex caseload, prioritising effectively to meet deadlines and respond to changing demands.
* Handle sensitive, contentious, and high-risk cases with professionalism, empathy, and sound judgement.
Requirements
* Proven experience conducting high-quality complaint investigations within a local authority, public sector organisation, regulatory body, or similar.
* Experience liaising with regulatory bodies such as Ombudsman services or equivalent.
* Demonstrable experience managing complex cases and delivering effective resolutions.
* Excellent investigative and analytical skills, with the ability to research and understand complex issues across multiple disciplines.
* Strong knowledge of housing services, legislation, and regulatory frameworks.
* Exceptional written communication skills, with the ability to translate complex issues into clear, concise, and accessible responses.
* Excellent interpersonal and communication skills, with the ability to build rapport with residents, colleagues, and external stakeholders.
* Strong influencing, negotiation, and persuasion skills to achieve positive outcomes.
* Effective stakeholder management and collaboration skills.
* Ability to handle sensitive and contentious issues with tact and professionalism.
* Strong organisational and time management skills, with the ability to prioritise competing demands.
* Ability to work independently and collaboratively in a fast-paced environment.
* Sound judgement and ability to make evidence-based decisions.
* Understanding of complaint handling best practice and regulatory expectations.
* Knowledge of housing management, asset services, and relevant legal frameworks.
* Awareness of continuous improvement methodologies and customer insight principles.
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