Complaints Reviewer – Stage 2 (Hybrid, West London)

About the role

The Complaints Reviewer will work within the Housing Trust’s Complaints Service, handling stage‑2 complaints on a temporary, hybrid basis. You will assess the quality of stage‑1 investigations, make independent decisions on outcomes and compensation, and ensure compliance with regulatory standards.

Key responsibilities

• Lead the review of stage‑2 complaints, evaluating the rigor and fairness of stage‑1 investigations.
• Advise on the appropriate level of scrutiny required for each case, proportionate to its complexity.
• Make evidence‑based decisions on complaint outcomes, compensation levels and other remedies.
• Ensure all reviews are completed within regulatory timescales and meet the Housing Ombudsman Service Code.
• Produce clear, balanced response letters and reports for customers and internal stakeholders.

Required profile

• Proven experience handling complaints in a regulated environment, preferably within housing or similar sectors.
• Demonstrated ability to review and assess the quality of investigations conducted by others.
• Experience working with compensation frameworks and making evidence‑based redress decisions.
• Excellent written communication skills for drafting comprehensive response letters and reports.

Required skills

What we offer

• Competitive hourly rate of £32.69.
• Hybrid working model – 3 days remote, 2 days office (Wednesday & Thursday) in West London.
• 35‑hour work week, Monday‑Friday, 9:00‑17:00.
• Three‑month contract with the possibility of extension.