Complaints Investigator

About the role

The role involves clearing a backlog of stage‑1 complaints concerning housing needs, homelessness and temporary accommodation. You will work within a local authority‑focused environment, supporting vulnerable households and ensuring timely resolution of initial enquiries.

Key responsibilities

• Investigate and assess stage‑1 housing and homelessness complaints.
• Document findings and recommend appropriate actions or referrals.
• Collaborate with housing teams, local authorities and the Housing Ombudsman where relevant.
• Maintain accurate records in line with statutory requirements.
• Provide clear communication to complainants regarding case status and next steps.

Required profile

• Experience handling local‑authority or homelessness complaints is preferred.
• Familiarity with the Housing Ombudsman process is an advantage.
• Knowledge of the Housing Act 1996 Part VII, Homelessness Reduction Act 2018 or Localism Act 2011 is desirable.
• Ability to work three days per week on‑site, with Monday as a statutory day.

Required skills

• Strong understanding of relevant housing legislation.
• Excellent investigative and analytical abilities.
• Effective written and verbal communication.

What we offer

• Competitive hourly rate of £31.35.
• Contractual employment with a reputable recruitment partner.
• Opportunity to make a tangible impact on housing outcomes in London.