Job Description

Location: 6 Brixton Hill, London SW2 1RW
Contract: Temporary (12 weeks)
Hours: 35 hours per week
Working Pattern: Hybrid - 2 days office / 3 days remote (subject to service requirements)
Start Date: 20 July 2026
Rate: 216.39 per day

Lambeth Council is looking for an experienced Temporary Accommodation Officer to join our Temporary Accommodation Complaints Team within the Housing Needs Service.

This is an exciting opportunity for a housing professional with strong complaint handling experience to play a key role in delivering high-quality services to residents living in temporary accommodation.

You will be responsible for managing a varied caseload of complaints and enquiries, ensuring timely, accurate and customer-focused responses while working collaboratively with internal teams and external partners. Your work will directly contribute to improving services and supporting some of the borough's most vulnerable residents.

As a Temporary Accommodation Officer within the Complaints Team, you will:

• Manage and respond to Members' Enquiries, Stage 1 and Stage 2 Complaints, and Local Government and Social Care Ombudsman (LGSCO) investigations.

• Investigate complaints thoroughly, gathering evidence and liaising with internal departments, temporary accommodation providers and external agencies.

• Produce clear, accurate and comprehensive written responses within agreed timescales.

• Identify service failures and recommend improvements to enhance customer experience.

• Monitor complaint trends and provide management information to support service development.

• Maintain accurate case records and ensure compliance with data protection and council policies.

• Build positive relationships with residents, landlords, managing agents and accommodation providers.

• Support the wider Temporary Accommodation Service where required, including issues relating to property standards, tenancy management, anti-social behaviour, and resident welfare.

We're looking for someone who has:

• Experience working within temporary accommodation, homelessness or housing services.

• Proven experience managing Members' Enquiries, Stage 1 and Stage 2 complaints, and ideally Local Government Ombudsman cases.

• Excellent written communication skills with the ability to produce high-quality complaint responses and reports.

• A sound understanding of homelessness legislation, housing law and temporary accommodation management.

• Experience managing a busy caseload, meeting deadlines and working independently.

• Strong investigation, negotiation and problem-solving skills.

• Experience working with vulnerable households and delivering excellent customer service.

• Confidence building effective relationships with internal stakeholders, landlords, managing agents and accommodation providers.

You will demonstrate:

• Knowledge of homelessness legislation, housing law and best practice relating to temporary accommodation.

• Understanding of property standards, health and safety requirements and housing regulations.

• Experience working with diverse and vulnerable customers.

• Experience monitoring performance, managing contracts or working with external providers.

• Excellent organisational skills with the ability to prioritise competing demands.

• Commitment to equality, diversity and safeguarding.

You'll be joining a committed Housing Service focused on delivering excellent outcomes for residents. This role offers the opportunity to make a real difference by improving services, resolving complex issues and ensuring residents receive a fair, responsive and professional service.

If you're an experienced housing professional with a strong background in complaints handling and a passion for delivering excellent customer service, we'd love to hear from you.