Housing Complaints Handler (Temp, Summer)

About the role

We are looking for an experienced, customer‑focused Housing Complaints Handler to join our client’s team on a short‑term basis over the summer. You will manage tenant and resident complaints, ensuring fair, timely resolutions that meet company policies and regulatory standards.

Key responsibilities

• Handle a caseload of housing‑related complaints from receipt to resolution.
• Investigate issues thoroughly, liaising with internal teams, contractors and external parties.
• Provide clear, empathetic written and verbal responses within SLA timeframes.
• Maintain accurate case records in internal systems.
• Identify trends, report recurring issues and suggest service improvements.
• Escalate complex or high‑risk cases appropriately.
• Support Stage 1 and Stage 2 complaint responses and occasional Ombudsman submissions.
• Ensure compliance with housing policies, procedures and legislation.

Required profile

• Previous experience handling complaints in housing, public sector or regulated environments.
• Strong investigative and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to manage a busy caseload and meet deadlines.
• Attention to detail and strong organisational skills.

Required skills

• Experience with case management systems or CRM databases.

What we offer

• Fixed‑term contract of 2‑3 months (potential extension).
• Full‑time schedule, Monday‑Friday 9am‑5pm.
• Salary £31,700 per year pro‑rata.