Housing Ombudsman Service (HOS) Support Officer
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Job Summary
Title:Housing Ombudsman Service (HOS) Support Officer
Contract Type:6monthFixed term contract/ secondment
Salary:Starting from29909per annum(London salary) or26170per annum (Regional salary)
Grade:04
Reporting Office: London Stratford or Manchester Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Working Pattern:Monday to Friday8:00am-4:00pm or 9:00am -5:00pm
Closing Date:14thApril2026
Interviews: To be heldw/c 20thApril 2026
Please click herefor the role profile
Benefits include: Excellent pension plan (up to 6% double contribution) 28 days Annual Leave rising to 31 days with length of service Bank Holidays Westfield Health Cash Plan non-contributory life assurance up to 21 hours volunteering paid days lifestyle benefits Employee Assistance Programme and many more
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
Join our Housing Ombudsman Service Team at L&Q:
At L&Qwerecommitted to delivering fair and transparent outcomes for our residents. Reporting to theHousing Ombudsman Service (HOS) Team Leaderyoullplay a vital role in managing and coordinating complaint case histories drafting clear and comprehensive responses to Ombudsman enquiries and ensuring every request is tracked and actioned through strong stakeholder engagement.
Youllbe the first point of contact for the Housing Ombudsman managing correspondence and building trusted relationships. With a solid understanding of legislation and regulatory frameworksyoullensure compliance and auditability across all cases while confidently reviewing decisions and challenging outcomes where needed.
Are you a detail-driven professional with a passion for fairness and accountability Do you thrive in a role where diplomacy stakeholder management and independent working are key If sowedlove for you to bring yourexpertiseto our collaborative and values-led Customer Resolution Team.
If this sounds like you we would love for you to apply!
Your impact in the role:
Youllcompile detailed complaint case histories and produce comprehensive evidence-based responses to Housing Ombudsman requests ensuring accuracy clarity and compliance.
Deliver high-quality case files that support favourable outcomes for L&Q mitigating risk and strengthening the organisations position in Ombudsman determinations.
Analyse case data to ensure relevance and accuracyidentifyingpotential risks and opportunities for service improvement.
Contribute to the development of the complaints process by monitoring trends logging insights andidentifyingareas for improvement that enhance customer experience and reduce future complaints.
Collaborate with a wide range of internal and external stakeholders including customers to ensure informed transparent and effective complaint resolution.
What youll bring:
Knowledge of social housing regulations and the Housing Ombudsman Code
Experience handling complex legal or Ombudsman cases
Strong organisational skills with the ability to prioritise track actions and support team performance
Excellent written and verbal communication confident in influencing stakeholders at all levels
Effective collaboration and delegation across teams and senior colleagues
Proven ability to analyse data and implement service improvements
Highly analytical able to interpret and summarise complex information clearly
Proficient in Microsoft Office and related IT tools
Customer-focused with experience in delivering high-quality service
Experience in coaching or managing complex cases
If you require any reasonable adjustments at any stage during this process including application stage please email
About L&Q:
Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250000 people call our properties home and were proud to serve diverse communities across London the South East and North West of England.
People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework which outlines our core expectations and should be demonstrated at all times and all levels when representing L&Q.
At L&Q we know that diversity and inclusion make us stronger and theyre at the heart of everything we do.
When we recruit we look at what really matters: your skills experience and potential. Were proud to be recognised for creating an inclusive workplace. Were a Disability Confident Leader (Level 3) and weve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair transparent and consistent. Its all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here.
Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.
Click here to find out more about L&Q and why you should join us!
Required Experience:
Unclear Seniority
About Company
L&Q, a leading residential developer & housing association, was founded over 50 years ago to create affordable, high-quality homes for better living.
