Complaints Investigator - Housing association

Complaints Investigator – Housing association

Pay Rate: £22.59 per hour

Contract: Temporary

Positions Available: 4

Start Date: 24 November 2025

Training Location: Ealing Office

Work Locations (post-training): Pitsea, Ealing, or Westminster Bridge Road

We are seeking four experienced and motivated Complaints Investigators to join our team. The successful candidates will investigate and resolve complaints raised by residents, ensuring fair, transparent, and timely outcomes in line with the 2024 Housing Ombudsman Complaint Handling Code. This role plays a vital part in maintaining a positive complaint-handling culture and building trust with residents.

Key Responsibilities

• Conduct thorough investigations into resident complaints, analysing information to reach fair and balanced resolutions.
• Collaborate with internal teams and external contractors to gather evidence and ensure effective complaint resolution.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
• Maintain accurate records of all complaint-related activities within the CRM system.
• Identify and report recurring issues to management to support service improvement initiatives.
• Complaints Resolution: Timely and fair resolution of cases in line with SLAs.
• Resident Satisfaction: High levels of resident satisfaction and positive feedback.
• Ombudsman Compliance: Full compliance with regulatory codes and complaint-handling standards.

Skills, Abilities and Experience:

• Proven experience in a complaints, contact centre, or customer service role.
• Experience within social housing or a similar public sector environment (preferred).
• Strong written and verbal communication skills across multiple channels.
• Excellent organisational and time management abilities.
• Proficient in CRM systems and contact centre tools (e.g., Genesys).
• Sound understanding of the Housing Ombudsman Complaint Handling Code.
• Customer-focused with a passion for service excellence.
• Adaptable and able to manage competing priorities.
• Resilient and composed when dealing with complex or escalated issues.

To find out more information please contact Lily at (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.