Complaints Officer (Housing Repairs and Compliance)

Contract: Interim / Temporary Assignment Duration: Initial 3-6 months with strong likelihood of extension Location: East London (Hybrid Working) Office Attendance: Minimum 1 day per week in the East London office, with the remainder of the week worked remotely, subject to service requirements. Department: Customer Resolution and ComplaintsAbout the RoleWe are seeking an experienced Complaints Officer to join a busy Customer Resolution team on an interim basis. This is an excellent opportunity for a housing professional with experience managing complex complaints within a Housing Association, Local Authority, ALMO or social housing environment.The successful candidate will be responsible for managing a caseload of Stage 1 and Stage 2 complaints, undertaking thorough investigations, liaising with operational teams and ensuring responses are delivered in line with Housing Ombudsman requirements.This role requires a confident individual who can work with minimal supervision, demonstrate sound judgement, and quickly build effective relationships across service areas including housing management, repairs and property compliance.Key Responsibilities Manage a caseload of approximately 20 complaints per week from receipt through to resolution.Investigate and respond to both Stage 1 and Stage 2 complaints in line with organisational policies and Housing Ombudsman requirements.Gather evidence from multiple departments to establish facts and identify service failures where ..... full job details .....