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We're recruiting a highly experienced and dynamic Housing Complaints & Feedback Manager to lead the delivery of a professional, resident-focused complaints and casework service. This role is central to championing the customer voice, ensuring learning from feedback drives service improvements, and strengthening compliance with housing regulations and consumer standards.
You'll be joining at a critical time for housing services, with the opportunity to shape the way complaints and feedback are managed, embed a culture of accountability, and deliver tangible improvements to resident experience.
The Role
路Lead and manage the Housing Complaints & Feedback team, setting the standard for empathetic, resolution-focused casework.
路Oversee the handling of complaints, Members' Enquiries, FOI requests, SARs, and Ombudsman investigations, ensuring compliance with statutory and regulatory frameworks.
路Act as subject matter expert on the Housing Ombudsman Code and Local Government & Social Care Ombudsman requirements.
路Work strategically with senior managers, elected members, and external partners to improve outcomes and strengthen accountability.
路Develop training and support programmes to upskill staff across housing services in complaint resolution and customer care.
路Ensure learning from complaints is captured and embedded into service delivery, driving measurable improvements in resident satisfaction.
路Produce and present clear performance reporting, data analysis, and assurance to senior leaders, boards, and elected members.
路Manage the Housing Complaints & Feedback budget and provide strong, people-focused leadership to a team of 8.
路Support wider housing strategy, tenant engagement initiatives, and homelessness services to ensure alignment with regulatory and resident priorities.
Key Requirements
路Significant experience in complaints management within housing or a related service.
路Strong people management skills with proven ability to lead, inspire, and develop teams.
路Detailed knowledge of the Housing Ombudsman Code and experience of working with the Local Government & Social Care Ombudsman.
路Excellent stakeholder management and communication skills, with the ability to influence at senior levels and build strong relationships with partners.
路Demonstrable experience in resident engagement and an understanding of housing strategy and homelessness services.
路Proven track record of using feedback and performance data to deliver sustainable service improvements.
路Politically astute, with strong awareness of housing regulatory frameworks and consumer standards.
路Commitment to equality, diversity, and inclusion in service delivery.
What you need to do now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from housing professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on
(phone number removed)
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
