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
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 managementAbout You
We’re looking for someone who is confident, organised, and customer-focused, with strong experience in handling complaints.
Proven experience in complaints handling or customer resolution (any sector considered)
Confident speaking to customers on the phone with empathy and professionalism
Strong written communication skills with the ability to handle sensitive situations
Able to manage multiple cases and meet deadlines
Comfortable investigating issues and working with different stakeholders
Good attention to detail and record-keeping skills
Able to remain calm and effective when dealing with challenging situationsKnowledge of housing or the Complaint Handling Code is helpful but not essential.
What’s on Offer: Housing Complaints Handler
Immediate start with a fast interview process
Hybrid working (typically 3 days from home, with some flexibility)
Opportunity to gain experience within a regulated housing environment
Potential for a longer-term opportunity (FTC or permanent)If this Housing Complaints Handler role is of interest please apply or contact (url removed)