Complaints Investigator

Complaints Investigator (Housing & Homelessness)

Rate of pay: 23.81 PAYE or 31.35 Umbrella per hour
Job Type: Full-time hours Monday to Friday
Location: Hybrid (3 days per week in office - Monday required)
Contract: Temporary until October 2026 with possible extension

We are seeking an experienced Complaints Investigator to support with clearing a backlog of Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation. This is a key role requiring a customer-focused professional with strong investigation skills and experience within a local authority or housing complaints environment.

Day-to-day of the role:

Investigate Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation
Work closely with Housing Needs teams to produce clear, well-written, and evidence-based responses
Take ownership of complex cases, ensuring timely and high-quality complaint resolution
Review complaint responses and identify areas for service improvement
Liaise with internal teams and stakeholders to gather information for investigations
Produce detailed reports with findings, recommendations, and corrective actions
Support responses to Ombudsman enquiries, including Housing Ombudsman cases
Provide guidance to colleagues on complaints handling and best practice
Manage multiple cases simultaneously while meeting strict deadlines
Contribute to improving complaint processes, policies, and service delivery

Required Skills & Qualifications:

Experience investigating complaints within a housing, homelessness, or local authority setting (essential)
Strong understanding of homelessness legislation such as Housing Act 1996 Part VII, Homelessness Reduction Act 2018, or Localism Act 2011
Experience handling Stage 1 complaints and producing formal written responses
Knowledge of Housing Ombudsman processes (desirable)
Excellent written and verbal communication skills with a customer-centric approach
Strong analytical and investigative skills with attention to detail
Ability to manage complex and sensitive cases with professionalism and empathy
Experience working with internal stakeholders to drive service improvements
Ability to manage workload effectively and meet deadlines in a fast-paced environment
Good IT skills, including MS Office (Excel, Word, Outlook); experience with case management systems is beneficial

To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience.