Complaint Handling Code Specialists (Duty to Monitor Leads and Officers)

A rewarding opportunity to use your experience of assessing compliance against set standards (the Complaint Handling Code) to contribute to ensuring and extending fairness in complaint handling across the social housing sector. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services. Complaint Handling Code Specialists, specifically Duty to Monitor Leads and Duty to Monitor Officers, are based within the Duty to Monitor function of the Housing Ombudsman Service. This team sits within the Quality, Engagement and Development directorate. The Duty to Monitor team is responsible for monitoring landlords’ compliance with the Complaint Handling Code and for carrying out activities to extend fairness in complaint handling across the social housing sector. Complaint Handling Code Specialists will significantly contribute to the delivery of HOS’ legal duty to monitor compliance in an independent, robust and efficient way. This will involve: assessments of landlords’ compliance with the Complaint Handling Code, taking a fair, evidence based and proportionate approach; making effective decisions and orders based on robust findings that ensure compliance with the Complaint Handling Code and drive change to landlords’ complaint handling; and building and managing effective relationships with key stakeholders in order to drive changes in complaint handling across the social housing sector. For these key roles, you will possess: experience of assessing compliance against set standards, ideally gained within the social housing sector; proven experience in impartial and evidence-based report writing and decision making; a track record of operational policy development and application; and proven portfolio / account management approach to stakeholder/senior stakeholder engagement. For the Lead role, you will additionally require a successful track record in training, mentoring and / or coaching of others, with proven stakeholder engagement at the most senior levels.