Housing Complaints and Enquiries Officer

We are recruiting an experienced Housing Complaints and Enquiries Officer to support the London local authority. You will provide a comprehensive, resident-focused complaint-handling and resolution service, primarily manage Stage 1 housing disrepair complaints, while also supporting wider housing complaints, enquiries, Members’ Enquiries, Freedom of Information requests, and Subject Access Requests.

• Investigate and resolve Stage 1 Housing Management and Assets complaints, with a particular focus on housing disrepair.
• Work closely with contractors, internal teams and partner organisations to establish facts, progress actions and secure satisfactory outcomes for residents.
• Draft clear, accurate and timely formal complaint responses in plain English.
• Manage escalated and complex customer issues with professionalism, empathy and sound judgement.
• Respond consistently to Members’ Enquiries, Freedom of Information requests and Subject Access Requests.
• Gather, collate and analyse case information to determine whether policies and procedures have been followed correctly.
• Provide advice and recommendations based on current housing, legal and regulatory requirements.
• Maintain accurate case records and support the development and improvement of relevant systems, procedures and service standards.

• Experience handling customer complaints in housing, local government, social housing, repairs, assets or a comparable regulated environment.
• Strong investigative and information-gathering skills, including confidence conducting unscripted telephone conversations.
• Excellent written communication skills and experience producing formal responses on complex or sensitive matters.
• Ability to manage a demanding caseload, prioritise deadlines and adapt to changing requirements.
• Strong relationship-building, influencing, negotiation and stakeholder management skills.
• Ability to work independently and collaboratively with residents, colleagues, contractors and partners.
• Good working knowledge of Microsoft Office and case management systems.
• Understanding of the responsibilities of social housing landlords and relevant housing legislation or regulation is desirable.

• Competitive rate of £32.83 per hour through an umbrella company.
• Hybrid working arrangement with four days working remotely.
• Opportunity to contribute to a high-profile resident complaints service within a London local authority.
• Full-time assignment of 36 hours per week.

If you are an experienced Housing Complaints Officer, Housing Disrepair Officer or Customer Resolution Officer with strong investigation and complaint-writing skills, please apply with an up-to-date CV. Early applications are encouraged.

DBHRSolutions is acting as the employment agency for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates.