Housing Complaints Officer

We’re working with a public-sector housing provider who urgently requires a Housing Complaints Handler to support their team during a period of high complaint volumes.

This is a hands-on role where you’ll take ownership of stage 1 housing complaints from start to finish, helping to ensure residents receive timely, fair, and high-quality responses. You’ll be working closely with internal teams—particularly repairs and contractors—to investigate issues and drive resolutions.

You’ll join a supportive team environment, working alongside an existing coordinator to help manage caseloads and improve overall service delivery.
 
Key Responsibilities of a Housing Complaints Officer

• Manage stage 1 complaints end-to-end, from initial receipt through to resolution
• Monitor the complaints inbox and case management system (CRM)
• Contact residents to clarify concerns and manage expectations
• Investigate complaints by liaising with internal teams (e.g. repairs, contractors)
• Draft and issue formal written responses within agreed timescales
• Ensure all cases are accurately recorded, tracked, and updated
• Process compensation claims where appropriate
• Escalate or route staff-related concerns to relevant managers
• Provide follow-up support where needed after case closure
• Identify and flag recurring issues or trends to management

About You
We’re looking for someone who is confident, organised, and customer-focused, with strong experience in handling complaints.

• Proven experience in complaints handling or customer resolution (any sector considered)
• Confident speaking to customers on the phone with empathy and professionalism
• Strong written communication skills with the ability to handle sensitive situations
• Able to manage multiple cases and meet deadlines
• Comfortable investigating issues and working with different stakeholders
• Good attention to detail and record-keeping skills
• Able to remain calm and effective when dealing with challenging situations

Knowledge of housing or the Complaint Handling Code is helpful but not essential. 
What’s on Offer: Housing Complaints Handler

• Immediate start with a fast interview process 
• Hybrid working (typically 3 days from home, with some flexibility)
• Opportunity to gain experience within a regulated housing environment
• Potential for a longer-term opportunity (FTC or permanent)

If this Housing Complaints Handler role is of interest please apply or contact katie.cox@niyaapeople.co.uk