Neway are looking for a Housing Landlord Complaints Investigator to join our client based with the London Borough of Waltham Forest.
Hours: 36 per week.
Rate: £29.27 PAYE / £38.31 Umbrella.
About the Role
Waltham Forest is seeking an experienced Housing Landlord Complaints Investigator to manage Stage 2 Housing Management and Assets complaints. You’ll deliver high‑quality investigations, produce clear and detailed responses, and work closely with the Housing Ombudsman Service. The role is central to improving resident experience and supporting continuous service improvement across Housing & Growth.
Key Responsibilities
* Lead Stage 2 complaint investigations across Housing Management and Assets
* Produce high‑quality, evidence‑based complaint responses in plain English
* Liaise with the Housing Ombudsman Service and respond to regulatory requirements
* Build strong relationships with residents, regulators and internal teams
* Provide insight and learning to senior managers to support service improvement
* Manage a complex caseload, prioritising effectively in a fast‑paced environment
* Handle sensitive and contentious matters with professionalism and empathy
What You’ll Need
* Strong experience investigating complex complaints in local government, public sector or regulatory settings
* Knowledge of housing, legal and regulatory frameworks
* Experience working with bodies such as the Housing Ombudsman, LGSCO, Ofsted or CQC
* Excellent written and verbal communication skills
* Ability to influence, negotiate and collaborate with a wide range of stakeholders
* Strong analytical skills and the ability to make evidence‑based decisions
* Exceptional time management and the ability to work autonomously
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