Stage 2 & Housing Ombudsman Lead

About the role

Wandle Housing Association is creating a new Complaints team and is recruiting two Stage 2 and Housing Ombudsman Leads. The role is responsible for day-to-day contact between Wandle and the Housing Ombudsman Service, overseeing the coordination and delivery of all Stage 2 complaints and Housing Ombudsman cases, with the aim of rebuilding trust with tenants and raising the standard of complaint resolution. The position is full-time, permanent and hybrid.

Key responsibilities

• Serve as the main contact with the Housing Ombudsman Service
• Oversee the full process for Stage 2 and Ombudsman complaints with swift, high-quality responses
• Prepare and coordinate comprehensive case files and evidence packs
• Advise on complex, high-risk cases and set complaint handling standards
• Lead clear, compliant responses to Ombudsman enquiries and determinations

Required profile

• Experience handling Stage 2 or complex complaints for a housing association
• Deep understanding of the Housing Ombudsman Code
• Able to work independently and manage your own caseload and conflicting deadlines
• Strong organisation and supportive coaching skills, with a desire to guide others to high levels of customer service
• Right to work in the UK; visa sponsorship is not supported