Service Charge Complaints Specialist - London

Service Charge Complaints Specialist

WD6 (Hybrid Working)

£16.58 per hour

36 hours per week (Monday to Friday, 7.2 hours per day)

Immediate Start Ongoing Temporary Assignment

We are currently recruiting for an experienced Service Charge Complaints Specialist to join a large and reputable social housing organisation on an ongoing temporary basis.

This is an excellent opportunity for a housing professional with a proven background handling complex service charge complaints within the social housing sector. Candidates must have experience working within a housing association, local authority housing service, ALMO or other social housing provider.

The Role

The Service Charge Complaints Specialist will be responsible for investigating and resolving complex service charge-related complaints, ensuring cases are managed fairly, transparently and in accordance with legislation, regulatory requirements and best practice.

You will play a key role in improving resident experiences, reducing disputes and supporting the organisation's commitment to excellent customer service.

During quieter complaint periods, you will also support the wider service charge team by helping to reduce enquiry volumes and improve customer communication.

Key Responsibilities

• Investigate and resolve complex service charge complaints.
• Manage Stage 1 and Stage 2 complaint responses within agreed timescales.
• Deliver fair, thorough and evidence-based complaint investigations.
• Interpret leases, tenancy agreements and service charge provisions to assess recoverability and dispute resolution.
• Ensure compliance with relevant legislation, policies and housing regulations.
• Liaise with residents, internal departments and stakeholders to gather information and resolve issues.
• Prepare clear and comprehensive written responses, explaining complex service charge matters in a professional and empathetic manner.
• Support responses relating to Housing Ombudsman enquiries and investigations.
• Identify trends and recurring issues, making recommendations for service improvements.
• Assist the wider team with service charge enquiries when complaint volumes are lower.
• Maintain accurate records on housing management and finance systems.

Essential Experience & Skills

Applicants must have demonstrable experience handling service charge complaints within a social housing environment.

You will also have:

• Experience investigating complex service charge complaints within a housing association or local authority housing service.
• Strong understanding of service charges, including leasehold and shared ownership arrangements.
• Experience managing Stage 1 and Stage 2 complaints.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Understanding of relevant legislation, including the Landlord and Tenant Act 1985 and associated service charge requirements.
• Ability to interpret leases, tenancy agreements and service charge provisions.
• Excellent written and verbal communication skills.
• Strong investigative and analytical abilities with exceptional attention to detail.
• Experience managing competing priorities and meeting deadlines in a fast-paced environment.
• Confidence using housing management systems, finance systems and Microsoft Office applications.

Desirable

• Experience dealing directly with Housing Ombudsman cases.
• Knowledge of social housing regulation and consumer standards.
• CIH or other relevant housing or complaints qualification.