Complaints Investigator

Complaints Investigator (Housing & Homelessness)\n\n* Rate of pay: £23.81 PAYE or £31.35 Umbrella per hour\n * Job Type: Full-time hours Monday to Friday\n * Location: Hybrid (3 days per week in office - Monday required)\n * Contract: Temporary until October 2026 with possible extension\n\nWe 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.\n\nDay-to-day of the role:\n\n* Investigate Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation\n * Work closely with Housing Needs teams to produce clear, well-written, and evidence-based responses\n * Take ownership of complex cases, ensuring timely and high-quality complaint resolution\n * Review complaint responses and identify areas for service improvement\n * Liaise with internal teams and stakeholders to gather information for investigations\n * Produce detailed reports with findings, recommendations, and corrective actions\n * Support responses to Ombudsman enquiries, including Housing Ombudsman cases\n * Provide guidance to colleagues on complaints handling and best practice\n * Manage multiple cases simultaneously while meeting strict deadlines\n * Contribute to improving complaint processes, policies, and service delivery\n\nRequired Skills & Qualifications:\n\n* Experience investigating complaints within a housing, homelessness, or local authority setting (essential)\n * Strong understanding of homelessness legislation such as Housing Act 1996 Part VII, Homelessness Reduction Act 2018, or Localism Act 2011\n * Experience handling Stage 1 complaints and producing formal written responses\n * Knowledge of Housing Ombudsman processes (desirable)\n * Excellent written and verbal communication skills with a customer-centric approach\n * Strong analytical and investigative skills with attention to detail\n * Ability to manage complex and sensitive cases with professionalism and empathy\n * Experience working with internal stakeholders to drive service improvements\n * Ability to manage workload effectively and meet deadlines in a fast-paced environment\n * Good IT skills, including MS Office (Excel, Word, Outlook); experience with case management systems is beneficial\n\nTo apply for the Complaints Investigator position, please submit your CV detailing your relevant experience