We’re 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 you’ll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. You’ll be working closely with internal teams—particularly repairs and contractors—to investigate issues and drive resolutions.
You’ll 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
1. Manage stage 1 complaints end-to-end, from initial receipt through to resolution
2. Monitor the complaints inbox and case management system (CRM)
3. Contact residents to clarify concerns and manage expectations
4. Investigate complaints by liaising with internal teams ( repairs, contractors)
5. Draft and issue formal written responses within agreed timescales
6. Ensure all cases are accurately recorded, tracked, and updated
7. Process compensation claims where appropriate
8. Escalate or route staff-related concerns to relevant managers
9. Provide follow-up support where needed after case closure
10. Identify and flag recurring issues or trends to management
About You
We’re looking for someone who is confident, organised, and customer-focused, with strong experience in handling complaints.
11. Proven experience in complaints handling or customer resolution (any sector considered)
12. Confident speaking to customers on the phone with empathy and professionalism
13. Strong written communication skills with the ability to handle sensitive situations
14. Able to manage multiple cases and meet deadlines
15. Comfortable investigating issues and working with different stakeholders
16. Good attention to detail and record-keeping skills
17. Able to remain calm and effective when dealing with challenging situations
Knowledge of housing or the Complaint Handling Code is helpful but not essential.
What’s on Offer: Housing Complaints Handler
18. Immediate start with a fast interview process
19. Hybrid working (typically 3 days from home, with some flexibility)
20. Opportunity to gain experience within a regulated housing environment
21. Potential for a longer-term opportunity (FTC or permanent)
If this Housing Complaints Handler role is of interest please apply or contact