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Housing Complaints Officer

Fix Space161 open roles

Where
Addlestone, United Kingdom
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Your applicationOpen nowHousing Complaints OfficerFix Space · Addlestone, United Kingdom

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This job: first seen 2 hours ago

The posting

Housing Complaints Officer

Temporary Contract

Job Details

Client: Runnymede Borough Council Service Area: Housing Services / Service Improvement Grade: RBC 4 Hours: 37 per week Start Date: 02 November 2026 End Date: 28 March 2027 Duration: 21 weeks Number of Roles: 1

Working Pattern

Initially five days each week at Runnymede Civic Centre. After induction and training, up to two work-from-home days per week may be permitted, subject to approval; hybrid working is not guaranteed.

Location

Runnymede Civic Centre, Station Road, Addlestone, Surrey KT15 2AH.

Pay

PAYE Rate: £18.65 per hour

Job Overview

Runnymede Borough Council is seeking a Housing Complaints Officer to coordinate and investigate complaints relating to Housing Services. The role involves triaging and acknowledging complaints, reviewing records and evidence, drafting and checking responses, monitoring deadlines and supporting complaint resolution and service improvements under the Housing Ombudsman Complaint Handling Code.

Important – Please Read Carefully

Experience of complaints investigation in a regulated public service is essential. Candidates need strong professional letter-writing and organisational skills, an understanding of the statutory and regulatory requirements of a social housing landlord, and confidence handling challenging conversations and confidential information. Knowledge of the Housing Ombudsman Complaint Handling Code is desirable.

Key Responsibilities

  • Receive, triage and acknowledge housing complaints
  • Track Stage 1 and Stage 2 complaint cases to completion
  • Gather evidence, review records and assist investigations
  • Draft and review clear, empathetic, evidence-based complaint responses
  • Monitor Complaint Handling Code timescales and escalate risks of delay
  • Use complaint case management systems and keep accurate records
  • Coordinate agreed actions and remedies
  • Liaise with residents, advocates, Housing Services and contractors
  • Identify and record reasonable adjustments
  • Coordinate responses to Housing Ombudsman enquiries
  • Record outcomes, lessons learned and service improvements
  • Support better complaint processes and a resident-focused complaint handling culture

Essential Experience & Skills

  • Experience investigating complaints in a regulated public service
  • Understanding of social housing landlord statutory and regulatory responsibilities
  • Knowledge of public service or social housing complaints best practice
  • Understanding of administrative fairness and dispute resolution
  • Excellent communication and professional letter-writing skills
  • Excellent organisation and ability to manage deadlines
  • Strong Microsoft Office skills including Copilot
  • Customer care, empathy and professionalism
  • Understanding of equality, diversity and reasonable adjustments
  • Ability to handle sensitive information and challenging conversations

Desirable

  • Knowledge of the Housing Ombudsman Complaint Handling Code
  • Experience drafting evidence-based complaint responses
  • Experience interpreting housing policies and regulations
  • Experience using customer feedback to improve services
  • Relevant complaints, investigation, customer services or housing training

Additional Information

Target Interview Date: 28 October 2026, on site. Candidate Submission Deadline: 27 October 2026. Maximum CVs per Agency: 10.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference: OR120215

Strict Screening Questions

  1. Do you have experience investigating complaints within a local authority, housing organisation or regulated public service?
  2. Do you have experience managing complaints from acknowledgement through to resolution?
  3. Do you understand social housing landlord responsibilities and complaint handling procedures?
  4. Are you familiar with the Housing Ombudsman Complaint Handling Code?
  5. Have you drafted professional complaint response letters or investigation reports?
  6. Do you have experience gathering evidence and managing complaint deadlines?
  7. Are you confident using Microsoft Office, including Word, Excel, Outlook and Copilot?
  8. Can you work five days per week at the Civic Centre in Addlestone during induction?
  9. Are you available to start on 2 November 2026, and do you have the right to work in the UK?

Skills: Housing Complaints, Complaint Investigation, Housing Ombudsman, Case Management, Complaint Responses, Social Housing, Customer Service, Microsoft Office, Dispute Resolution, Regulatory Compliance

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