Client Local Authority in NewhamJob Title Housing Project Officer(Complaints)Pay Rate 24.37 an hour PAYE/ 31.81 an hour UMBRELLAHours 36 hours Mon to Fri (09:00:AM - 05:00:PM)Duration Initial 3 month contractLocation HYBRID WORKING- 2-3 Days office based in Newham DocksideDescription ROLE DUTIES: Develop and maintain a central learning from complaints action log, ensuring actions have clear owners, target dates and evidence of completion, and escalating overdue or outstanding actions where appropriate. Undertake regular analysis of complaints, Member Enquiries and Housing Ombudsman findings to identify recurring themes, trends, root causes and opportunities for service improvement. Work closely with senior managers, service leads and operational teams across Housing Services and Housing Needs to agree learning and improvement actions arising from complaints and monitor their delivery. Arrange, chair and contribute to regular learning from complaints meetings with senior stakeholders, providing constructive challenge and ensuring clear ownership of agreed actions. Undertake quality assurance and dip-sampling of complaint responses and case records to identify areas for improvement, good practice and opportunities for wider organisational learning. Monitor and provide assurance that agreed learning actions have been implemented and, where possible, assess whether the changes made have resulted in improved service delivery and resident outcomes. Produce regular reports, ..... full job details .....