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Temporary Accommodation Officer – Complaints

Fix Space155 open roles

Where
London, United Kingdom
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Your applicationOpen nowTemporary Accommodation Officer – ComplaintsFix Space · London, United Kingdom

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This job: first seen 2 days ago

The posting

Temporary Accommodation Officer – Complaints

Temporary Contract

Job Details

Client: London Borough of Lambeth Service Area: Housing / Housing Needs / Accommodation Services / Temporary Accommodation

Hours: 35 hours per week

Working Pattern: Hybrid working 2 days in the office and 3 days remote Subject to change depending on service requirements

Start Date: 20 July 2026 Duration: 12 weeks

Location

Office Base: 6 Brixton Hill London Lambeth SW2 1RW

Pay

PAYE Rate: £164.59 per day Equivalent to approximately £23.51 per hour, based on 35 hours per week.

Job Overview

London Borough of Lambeth is seeking an experienced Temporary Accommodation Officer to join the Temporary Accommodation Service.

This recruitment is specifically for the Temporary Accommodation Complaints Team. The successful candidate will be responsible for managing and responding to Members Enquiries, Stage 1 complaints, Stage 2 complaints and Local Government Ombudsman complaints relating to temporary accommodation.

The wider Temporary Accommodation Officer role involves supporting the day-to-day allocation, management and monitoring of temporary accommodation, working with residents, accommodation providers, landlords, agents and internal housing teams to ensure statutory duties, contractual standards and service objectives are met.

This role requires strong housing, homelessness, temporary accommodation, complaints handling, casework, stakeholder management and written communication experience.

Important – Please Read Carefully

This role is specifically focused on Temporary Accommodation complaints and enquiries.

Candidates must have proven experience managing complaints, Members Enquiries, Stage 1 complaints, Stage 2 complaints or Local Government Ombudsman complaints within housing, homelessness, temporary accommodation or a similar public sector environment.

Candidates must also have knowledge of homelessness legislation, temporary accommodation, property standards, tenancy issues, contract/performance monitoring and working with vulnerable residents.

An Enhanced DBS is required for this role.

Candidates without temporary accommodation, housing complaints, homelessness, casework or complaint response experience are unlikely to be considered.

Key Responsibilities

  • Manage and respond to Members Enquiries relating to temporary accommodation
  • Manage Stage 1 complaints
  • Manage Stage 2 complaints
  • Manage Local Government Ombudsman complaint responses
  • Investigate complaint issues and gather relevant evidence
  • Prepare clear, accurate and professional written responses
  • Liaise with residents, Councillors, internal teams and service managers
  • Work with Temporary Accommodation teams to resolve complaint issues
  • Review case records, housing application details and supporting information
  • Ensure complaint responses are completed within required timescales
  • Identify service failures, delays, disrepair, ASB, tenancy issues or provider performance concerns
  • Support resolution of complaints, emergencies, tenancy and anti-social behaviour issues
  • Support the day-to-day management of temporary accommodation where required
  • Assist with placements, transfers, move-on and management of temporary accommodation
  • Work with accommodation providers, landlords and agents
  • Monitor contractual arrangements and provider performance
  • Provide accurate reports and information to managers
  • Maintain accurate case records and update IT systems
  • Support resident engagement and customer care
  • Work in line with homelessness legislation, council policy and safeguarding responsibilities
  • Promote excellent customer service and value for money

Essential Experience & Skills

  • Experience handling housing complaints, Members Enquiries, Stage 1 complaints, Stage 2 complaints or Ombudsman complaints
  • Experience working in temporary accommodation, homelessness, housing needs or housing management
  • Experience dealing with vulnerable residents in a housing or homelessness environment
  • Knowledge of homelessness legislation, case law and best practice as it applies to temporary accommodation
  • Basic understanding of private sector landlord and tenant legislation
  • Practical understanding of temporary accommodation allocation and housing resource maximisation
  • Knowledge of property standards, health and safety issues, regulations and legislative requirements
  • Experience managing a personal caseload and meeting performance targets
  • Experience working on own initiative and within a team
  • Experience negotiating with internal and external stakeholders
  • Experience of contract or performance monitoring
  • Excellent written communication skills
  • Ability to produce clear, detailed and professional complaint responses
  • Strong verbal communication and customer service skills
  • Ability to deal with complaints calmly and professionally
  • Good IT and case record keeping skills
  • Ability to work collaboratively across housing and other directorates
  • Ability to prioritise work and meet deadlines
  • Understanding of data protection, confidentiality and safeguarding requirements

Qualifications

Essential: Educated to degree level standard or equivalent, or able to demonstrate suitable relevant experience.

Desirable

  • Previous local authority housing experience
  • Temporary Accommodation complaints experience
  • Experience responding to Local Government Ombudsman cases
  • Experience working with Councillors or Members Enquiries
  • Experience with disrepair, ASB, emergency accommodation or tenancy complaints
  • Experience monitoring accommodation providers or contracts
  • Experience preparing management information or complaint trend reports

Additional Information

This role is specifically within the Temporary Accommodation Complaints Team.

The key responsibility will be managing and responding to Members Enquiries, Stage 1 complaints, Stage 2 complaints and Local Government Ombudsman complaints.

An Enhanced DBS is required.

Interview will be held online via Microsoft Teams with operational/service managers.

Candidate submission deadline is 01 July 2026.

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

OR106630

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