Full job description* HYBRID - in office Monday, Tuesday, WFH, Wednesday, Thursday and Friday. Draft clear, accurate, and timely acknowledgement letters for all incoming housing complaints, setting expectations on process, timescales, and next steps.
* Log and categorise complaints correctly within internal systems, ensuring all relevant details and supporting evidence are captured from the outset.
* Investigate Stage 1 complaints thoroughly by reviewing case histories, tenancy records, policies, and correspondence to establish facts.
* Liaise with internal teams, contractors, and stakeholders to gather information and resolve issues promptly at Stage 1. * Produce high-quality Stage 1 response letters that are clear, concise, empathetic, and aligned with policy and regulatory standards.
* Apply a customer-first approach by recognising the impact on residents and offering practical, fair resolutions.
* Manage Stage 2 (escalated) complaints with enhanced scrutiny, ensuring independence and a fresh, unbiased review of the case.
* Identify any service failures, learning points, and areas for improvement during Stage 2 investigations
. * Draft detailed and well-reasoned Stage 2 responses, addressing all points raised and clearly explaining decisions and outcomes.
* Ensure all responses meet strict deadlines and comply with internal complaints procedures and regulatory requirements.
* Handle Members’ Enquiries (e.g., from MPs or councillors) with professionalism, ensuring accurate, sensitive, and timely responses.
* Coordinate with relevant departments to provide comprehensive updates and resolutions for Members’ Enquiries.
* Maintain a high standard of written communication, ensuring responses reflect organisational values and accountability.
* Respond to Housing Ombudsman queries, providing complete and well-documented case files within required timescales.
* Liaise with internal teams to gather evidence and ensure responses to the Ombudsman are accurate and transparent. * Support investigations by demonstrating compliance with complaint handling procedures and highlighting learning outcomes.
* Maintain exceptional attention to detail across all casework, ensuring accuracy in records, correspondence, and reporting.
* Consistently produce professional, well-structured written responses with clear reasoning and appropriate tone.
* Prioritise customer satisfaction by actively listening, showing empathy, and aiming for early resolution wherever possible.
* Ensure confidentiality and data protection standards are upheld in all aspects of complaint handling.