Position: Housing Landlord Complaints Investigator – Housing
Location: Waltham Forest Town Hall, Forest Road, Walthamstow, E17 4JF
Start Date: ASAP
Contract Duration: 8 weeks
Working Hours: 36 hours per week
Pay Rate: PAYE: £29.27 per hour
Job Reference: OR112661
Job Responsibilities
Manage and investigate Stage 2 Housing Management and Assets complaints in accordance with agreed procedures, quality standards, regulatory requirements, and timescales.
Conduct thorough and impartial investigations, researching complex housing issues and reviewing relevant records, evidence, correspondence, policies, and supporting information.
Prepare clear, accurate, well-reasoned, and high-quality written responses that address residents’ concerns and provide appropriate resolutions.
Liaise effectively with residents, internal housing and asset teams, senior managers, service leads, and other relevant stakeholders throughout the investigation process.
Lead relationship management and effective liaison with the Housing Ombudsman Service, ensuring responses and investigations meet required standards and deadlines.
Apply relevant housing, legal, regulatory, and local authority knowledge to assess complaints, identify appropriate resolutions, and ensure fair and evidence-based outcomes.
Analyse complaint findings, identify recurring issues, and provide insight and recommendations to senior management and service leads to support service improvement.
Manage a complex and varied caseload, prioritising investigations effectively and ensuring all cases are progressed and completed within required deadlines.
Handle sensitive, contentious, and potentially high-risk complaints professionally, objectively, and fairly, maintaining confidentiality and appropriate records.
Make evidence-based decisions and work effectively both independently and collaboratively with colleagues and stakeholders across the organisation.
Person Specification
Must-Have Requirements
Proven experience conducting high-quality complaint investigations within a local authority, council, public sector organisation, regulatory body, housing organisation, or similar environment.
Experience dealing with and responding to the requirements of a regulatory or external oversight body, such as the Housing Ombudsman
Job Types: Full-time, Fixed term contract
Pay: £29.27 per hour
Application question(s):
- Do you have experience working directly with the Housing Ombudsman Service?
- Do you have strong knowledge of UK housing legislation, regulatory requirements, and complaint-handling procedures?
- What is your current location/postcode, and are you able to commute to Waltham Forest Town Hall, E17 4JF?
Experience:
- investigating housing complaints: 2 years (required)
- handling Stage 2 Housing Management : 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
