Feedback Housing Officer
Ref: 176804-2
Salary: £38,220 p.a. plus benefits
37 hours per week
Swindon Borough Council are on an exciting journey to transform service delivery. We want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.
Your next role
The Feedback Housing Officer will act as the central point of contact for housing complaints, enquiries, and feedback, managing a caseload to ensure timely, compliant, and customer-focused resolutions in line with the Housing Ombudsman’s Complaint Handling Code.
You will investigate cases across service areas, engage directly with residents, councillors, and MPs, and produce clear, evidence-based responses while ensuring residents’ voices are at the heart of the process.
You will analyse complaint trends to identify root causes and support continuous service improvement, while ensuring accurate record-keeping and compliance with statutory and corporate requirements. Working collaboratively across teams, you will help embed a culture of early resolution, and ensure risks are appropriately identified and escalated.
The successful candidate will demonstrate strong knowledge of housing management, excellent communication skills, and the ability to manage complex casework, with a proactive approach to improving customer experience and service delivery.
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).
The ability to travel throughout the Borough will be required and access to a car.
The team operates a hybrid working model with all practitioners expected to be in the office for a minimum of two days per week.
You will be subject to an enhanced Disclosure and Barring Service Check.
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon together. And you’ll be proud to say it was made better with you.
Please see our Vision and Values page for more details and our new Swindon Plan.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
Your next steps
We reserve the right to close this vacancy early so early applications are encouraged.
For further information about the role please contact Rob Anscombe, Quality & Performance Housing Manager, [email protected]
As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.
If you are experiencing technical issues submitting your application, please email [email protected]
Closing Date: 05 August 2026
Interview Date: By Appointment
