Complaints Investigator

Complaints Investigator (Housing & Homelessness)

* Rate of pay: £23.81 PAYE or £31.35 Umbrella per hour
* Job Type: Full-time hours Monday to Friday
* Location: Hybrid (3 days per week in office - Monday required)
* Contract: Temporary until October 2026 with possible extension

We are seeking an experienced Complaints Investigator to support with clearing a backlog of Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation. This is a key role requiring a customer-focused professional with strong investigation skills and experience within a local authority or housing complaints environment.

Day-to-day of the role:

* Investigate Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation
* Work closely with Housing Needs teams to produce clear, well-written, and evidence-based responses
* Take ownership of complex cases, ensuring timely and high-quality complaint resolution
* Review complaint responses and identify areas for service improvement
* Liaise with internal teams and stakeholders to gather information for investigations
* Produce detailed reports with findings, recommendations, and corrective actions
* Support responses to Ombudsman enquiries, including Housing Ombudsman cases
* Provide guidance to colleagues on complaints handling and best practice
* Manage multiple cases simultaneously while meeting strict deadlines
* Contribute to improving complaint processes, policies, and service delivery

Required Skills & Qualifications:

* Experience investigating complaints within a housing, homelessness, or local authority setting (essential)
* Strong understanding of homelessness legislation such as Housing Act 1996 Part VII, Homelessness Reduction Act 2018, or Localism Act 2011
* Experience handling Stage 1 complaints and producing formal written responses
* Knowledge of Housing Ombudsman processes (desirable)
* Excellent written and verbal communication skills with a customer-centric approach
* Strong analytical and investigative skills with attention to detail
* Ability to manage complex and sensitive cases with professionalism and empathy
* Experience working with internal stakeholders to drive service improvements
* Ability to manage workload effectively and meet deadlines in a fast-paced environment
* Good IT skills, including MS Office (Excel, Word, Outlook); experience with case management systems is beneficial

To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience