Complaints Investigation Assistant - Housing

About the role

This position supports a busy Complaints & Resolution team for a reputable housing provider. You will help deliver a high‑quality enquiries and complaints service, ensuring residents receive timely and accurate resolutions.

Key responsibilities

• Respond to enquiries promptly, professionally and within agreed service standards.
• Investigate housing‑related enquiries by gathering information from internal departments, contractors and housing systems.
• Draft clear, accurate written responses tailored to different audiences.
• Assist with early resolution of resident complaints and housing‑related enquiries.
• Maintain accurate case records and update internal case management systems.
• Liaise with residents, contractors and internal stakeholders to progress cases.
• Support managers with case monitoring, reporting and day‑to‑day administration.
• Produce performance reports and monitor enquiry volumes.
• Contribute to continuous service improvements and enhance the customer experience.

Required profile

• Experience in housing, customer service, complaints handling, tenancy services or resident engagement.
• Proven ability to resolve customer complaints or disputes, ideally within a housing association, local authority or public sector.
• Excellent written and verbal communication with strong attention to detail.
• Ability to manage a busy caseload while meeting deadlines.
• Strong organisational and time‑management skills.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Competitive rate of £19.98 PAYE.
• Full‑time interim contract with a minimum of 3‑4 days per week onsite in West London.
• Training and ongoing development to build a career in housing complaints and resident services.