Housing Landlord Complaints Investigator

3 Month Contract With A Local Authority

To deliver a comprehensive responsive and high-quality complaint investigation and resolution service for residents focusing on Stage 2 Housing Management and Asset-related complaints. The role ensures complaints are handled in line with agreed procedures regulatory expectations and timescales producing clear detailed and outcome-focused responses.

The postholder will act as a key liaison with the Housing Ombudsman Service and other relevant regulatory bodies while providing insight and recommendations to senior management to support service improvement and organisational learning.

Key Responsibilities

• Lead and manage complex Stage 2 complaint investigations relating to housing management and asset services ensuring thorough fair and timely resolution.
  
• Produce high-quality written responses that clearly address issues explain findings and outline resolutions in plain English.
  
• Gather analyse and evaluate evidence from multiple sources to inform robust defensible decisions.
  
• Act as the primary point of contact for the Housing Ombudsman Service ensuring effective relationship management and timely accurate responses.
  
• Liaise with internal departments contractors and stakeholders to obtain information challenge performance and drive complaint resolution.
  
• Provide expert advice and guidance on complaint handling housing policy and regulatory compliance.
  
• Identify trends root causes and systemic issues arising from complaints and provide actionable insights to senior leaders and service managers.
  
• Influence and support service improvements to enhance customer experience and reduce repeat complaints.
  
• Ensure compliance with corporate complaint procedures service standards and relevant regulatory frameworks.
  
• Manage a complex caseload prioritising effectively to meet deadlines and respond to changing demands.
  
• Handle sensitive contentious and high-risk cases with professionalism empathy and sound judgement.
  

Requirements

• Proven experience conducting high-quality complaint investigations within a local authority public sector organisation regulatory body or similar.
  
• Experience liaising with regulatory bodies such as Ombudsman services or equivalent.
  
• Demonstrable experience managing complex cases and delivering effective resolutions.
  
• Excellent investigative and analytical skills with the ability to research and understand complex issues across multiple disciplines.
  
• Strong knowledge of housing services legislation and regulatory frameworks.
  
• Exceptional written communication skills with the ability to translate complex issues into clear concise and accessible responses.
  
• Excellent interpersonal and communication skills with the ability to build rapport with residents colleagues and external stakeholders.
  
• Strong influencing negotiation and persuasion skills to achieve positive outcomes.
  
• Effective stakeholder management and collaboration skills.
  
• Ability to handle sensitive and contentious issues with tact and professionalism.
  
• Strong organisational and time management skills with the ability to prioritise competing demands.
  
• Ability to work independently and collaboratively in a fast-paced environment.
  
• Sound judgement and ability to make evidence-based decisions.
  
• Understanding of complaint handling best practice and regulatory expectations.
  
• Knowledge of housing management asset services and relevant legal frameworks.
  
• Awareness of continuous improvement methodologies and customer insight principles.
  

• 36 Hours Per Week
  
• Bi-Weekly Payments