Housing Complaints Officer

Hybrid Working | Full Time | Temporary Contract

The Role We are working with a forward-thinking Local Authority in Surrey seeking an experienced Housing Complaints Officer to join their housing services team. You will manage complaints from initial receipt through to resolution, ensuring residents receive timely, professional, and effective outcomes while helping to drive service improvements.
Key Responsibilities

• Manage and investigate housing complaints.
• Draft clear and professional complaint responses.
• Liaise with residents, contractors, and internal teams.
• Ensure complaints are handled within agreed timescales.
• Support Housing Ombudsman enquiries and investigations.
• Identify trends and recommend service improvements.

• Experience handling complaints within housing, local government, or a customer-focused environment.
• Strong investigation and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage a varied caseload and meet deadlines.
• Knowledge of complaint handling procedures and customer service best practice.