Stage 1 Complaints Officer

We are currently working in partnership with a Housing Association based in Surrey, who are recruiting for a Stage One Housing Complaints Officer on a permanent contract. The position is due to start as soon as possible and is offering a salary of £41,000 per annum.

The ideal candidate will have experience managing complaints within a Social Housing or Local Authority setting, have a strong understanding of the Housing Ombudsman Complaint Handling Code, and possess excellent written communication skills with the ability to produce clear and well-evidenced complaint responses.

Duties will include (but are not limited to):

• Managing housing complaints from start to finish, acting as the single point of contact for residents


• Investigating complaints by liaising with housing, repairs, contractors and support teams


• Drafting clear, balanced and evidence-based complaint responses within agreed timescales


• Handling sensitive and complex cases involving vulnerable residents with empathy and professionalism


• Ensuring complaints are handled in line with the Housing Ombudsman Complaint Handling Code and organisational policies


• Maintaining accurate records on case management systems and monitoring complaint progress


• Recommending remedies and compensation where appropriate in line with policy


• Identifying complaint trends, lessons learned and opportunities for service improvement


• Preparing reports and responses for managers, councillors, MPs and the Housing Ombudsman


• Monitoring agreed actions and ensuring resolutions are implemented effectively

Experience required:

• Experience in complaints management


• Experience working within Local Government and/or Social Housing


• Working knowledge of the Housing Ombudsman Complaint Handling Code

Skills, knowledge and expertise required:

• Strong written communication skills for formal complaint responses


• Excellent organisational and time management skills with the ability to meet deadlines


• Good understanding of social housing operations, legislation and regulatory standards


• Experience using data, KPIs and digital reporting tools to identify trends and learning


• Strong communication and stakeholder management skills


• Ability to maintain professionalism and fairness when handling challenging situations


• Understanding of data protection principles and confidentiality requirements

Rewards and Benefits:

• Hybrid working


• Flexible working arrangements


• Permanent opportunity with long-term career development

Working hours:

• 37 hours per week


• Monday – Friday, 9am-5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

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