Housing Complaints and Enquiries Officer
£32.86 per hourTemporary
Housing Complaints & Enquiries Officer
Location: East London
Rate: £32.86 per hour (Umbrella)
Contract: 3-month ongoing contract
Hours: 36 hours per week, Monday to Friday, 9:00am – 5:00pm
Working Pattern: Hybrid – 1 day in the office, 4 days remote Vox Consultants are currently recruiting for an experienced Housing Complaints & Enquiries Officer to join a Local Authority in East London .
This is an excellent opportunity for someone with experience in housing complaints, customer service and complaint resolution within a social housing or local authority environment. The successful candidate will primarily manage housing disrepair complaints , while also supporting wider housing complaints, Members' Enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SARs). Key Responsibilities
Location: East London
Rate: £32.86 per hour (Umbrella)
Contract: 3-month ongoing contract
Hours: 36 hours per week, Monday to Friday, 9:00am – 5:00pm
Working Pattern: Hybrid – 1 day in the office, 4 days remote Vox Consultants are currently recruiting for an experienced Housing Complaints & Enquiries Officer to join a Local Authority in East London .
This is an excellent opportunity for someone with experience in housing complaints, customer service and complaint resolution within a social housing or local authority environment. The successful candidate will primarily manage housing disrepair complaints , while also supporting wider housing complaints, Members' Enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SARs). Key Responsibilities
- Investigate and respond to Stage 1 Housing Management and Asset complaints , with a focus on housing disrepair cases.
- Work closely with contractors and internal teams to investigate complaints and achieve timely, customer-focused resolutions.
- Prepare clear, accurate and professional complaint responses in plain English.
- Respond to Members' Enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SARs) within statutory timescales.
- Manage complex and escalated customer complaints, ensuring a high standard of customer service.
- Analyse information and evidence to determine whether policies and procedures have been followed correctly.
- Provide advice and recommendations based on investigations and findings.
- Maintain accurate case records using case management systems.
- Support the development and continuous improvement of complaint handling processes and procedures.
- Build positive relationships with residents, colleagues, contractors and external stakeholders.
- Previous experience handling complaints within a Local Authority , Housing Association or Social Housing environment.
- Experience investigating housing disrepair complaints is highly desirable.
- Knowledge of complaint handling, housing legislation and social housing landlord responsibilities.
- Experience managing Members' Enquiries , FOIs and SARs .
- Excellent written communication skills, with the ability to draft clear and professional complaint responses..
Vacancy posted 12 days ago
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