HYBRID - in office Monday, Tuesday, WFH, Wednesday, Thursday and Friday. Draft clear, accurate, and timely acknowledgement letters for all incoming housing complaints, setting expectations on process, timescales, and next steps. Log and categorise complaints correctly within internal systems, ensuring all relevant details and supporting evidence are captured from the outset. Investigate Stage 1 complaints thoroughly by reviewing case histories, tenancy records, policies, and correspondence to establish facts. Liaise with internal teams, contractors, and stakeholders to gather information and resolve issues promptly at Stage 1. Produce high-quality Stage 1 response letters that are clear, concise, empathetic, and aligned with policy and regulatory standards. Apply a customer-first approach by recognising the impact on residents and offering practical, fair resolutions. Manage Stage 2 (escalated) complaints with enhanced scrutiny, ensuring independence and a fresh, unbiased review of the case. Identify any service failures, learning points, and areas for improvement during Stage 2 investigations . Draft detailed and well-reasoned Stage 2 responses, addressing all points raised and clearly explaining decisions and outcomes. Ensure all responses meet strict deadlines and comply with internal complaints procedures and regulatory requirements. Handle Members'' Enquiries (e.g., from MPs or councillors) with professionalism, ensuring accurate, sensitive, and timely ..... full job details .....