Housing Landlord Complaints Investigator

Housing Landlord Complaints Investigator

3 Month Contract With A Local Authority

Job Purpose

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.