Job Description

We are currently looking for an experienced Complaints Investigator to join a busy housing service. This Complaints Investigator role will focus on investigating complex housing complaints, managing Stage 2 complaints and supporting Housing Ombudsman enquiries.

The successful candidate will investigate complaints across housing management, repairs, homelessness and temporary accommodation services, producing detailed findings and recommendations. This Complaints Investigator position would suit someone with extensive local authority or housing association complaints experience.

The Role
- Investigating complex Stage 2 complaints across housing management, repairs, homelessness and temporary accommodation services.
- Producing investigation reports, findings and recommendations.
- Drafting complaint responses on behalf of senior housing managers and directors.
- Coordinating responses to Housing Ombudsman enquiries and investigations.
- Reviewing complaint trends and identifying service improvements.
- Producing complaint performance reports and management information.
- Supporting compliance with the Housing Ombudsman Complaint Handling Code.

Key Requirements
- Extensive experience working as a Complaints Investigator, Housing Complaints Officer or Complaints Manager.
- Experience managing complex Stage 2 housing complaints.
- Experience investigating housing management, repairs, homelessness and temporary accommodation complaints.
- Experience responding to Housing Ombudsman enquiries and investigations.
- Experience drafting responses on behalf of senior managers and directors.
- Knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience producing investigation reports and recommendations.
- Experience using Microsoft Dynamics D365 and Northgate V6 would be advantageous.

What You Need to Do Now
If you are interested in this Complaints Investigator role and meet the criteria above, please click APPLY NOW and send us your CV.

If you do not hear from us within 48 hours, unfortunately your application has not been successful on this occasion.

Footnote
If you feel that this Complaints Investigator job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We regularly recruit for Complaints Investigators, Housing Complaints Officers, Complaints Managers and Housing Ombudsman roles across the UK and would be pleased to speak with you confidentially.
Even if you are currently satisfied in your role, we welcome calls from housing complaints professionals looking to build future connections.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.