Full job descriptionComplaints Investigator – Housing Association (Temporary)
London / Essex (Hybrid Working Available)

Monday – Friday, 9:00am – 5:00pm

Start Date: 10th June (not flexible)

Rates:
*London (Westminster Bridge / Ealing): £17.85 PAYE / £22.59 Umbrella
*Pitsea (Essex): £16.23 PAYE / £20.51 Umbrella
About the Role
We are seeking an experienced Complaints Investigator to join a well-established Housing Association on a temporary basis with an immediate upcoming start on 10th June.
This role is ideal for someone who is confident managing end-to-end complaint cases, working in high-volume environments, and delivering professional, fair, and thorough resolutions.
Working Arrangements
*Hybrid working model
*Initial 3 days of training required at the Ealing office
*Ongoing work can be based from one of three locations:
*Westminster Bridge
*Ealing
*Pitsea (Essex)

Key Responsibilities
*Take full ownership of complaints, managing cases from initial receipt through to final resolution
*Investigate complaints thoroughly, gathering and analysing relevant evidence
*Communicate effectively with internal teams and customers to ensure fair outcomes
*Draft clear, well-structured and professional response letters
*Manage a high volume caseload, meeting deadlines and service standards
*Ensure all complaints are handled in line with organisational policies and regulatory requirements
*Identify trends and escalate recurring issues where appropriate
Candidate Requirements
*Proven experience in complaint handling/investigation roles
*Background in housing association, local authority, or commercial environments (all considered)
*Demonstrable experience of owning cases through to resolution
*Ability to manage a high workload and competing priorities
*Strong written and verbal communication skills
*Excellent attention to detail and investigative approach
*Comfortable working both independently and collaboratively
Why Apply?
*Opportunity to gain experience within a reputable housing sector organisation
*Structured onboarding with initial training provided
*Flexible hybrid working and choice of office location
*Competitive hourly rates
If you have strong investigative experience and thrive in a fast-paced, customer-focused environment, we’d love to hear from you.