Housing Hub – Economy Directorate
Min. 6-Month Duration
£30.61 per hour (Umbrella)
Full time, Monday–Friday (2 days per week on site)
A leading local authority is seeking a highly capable Dispute Resolution Officer to join its Housing Hub. You will deliver a high-quality complaints and enquiries service, with a strong emphasis on Stage 2 complaint handling, ensuring fair, timely, and transparent resolutions for residents.
You will play a key role in improving services through effective case management, robust investigations, and learning from complaints to prevent escalation and strengthen resident confidence in the authority’s services.
The Role
You will manage a varied caseload of complaints, enquiries, and Ombudsman cases from end to end, ensuring compliance with the Housing Ombudsman Complaint Handling Code and internal policies.
Key responsibilities include:
Responding to all enquiries and complaints, ensuring they are processed and resolved in a timely, fair, and transparent manner
Managing end-to-end case handling from receipt through to resolution, with a strong focus on Stage 2 complaints
Applying relevant policies, regulatory standards, and best practice when making decisions
Investigating and responding to complex and multi-service complaints, including specialist investigations
Meeting with residents (including home visits where required) to support resolution
Drafting clear, accurate, and evidence-based complaint and enquiry responses
Ensuring a robust and consistent approach is taken and that all issues raised are fully addressed
Challenging managers and services where standards are not met
Coordinating and monitoring responses to Member enquiries to ensure effective handling
Supporting the team in responding to Housing Ombudsman requests and determinations
Ensuring all complaints are handled in line with the Housing Ombudsman’s Complaint Handling Code
Meeting KPIs / SLAs for timeliness, quality, and accuracy
Maintaining high-quality documentation and audit trails on relevant systems
Managing workload effectively in a fast-paced, high-volume environment
Monitoring follow-up actions to ensure completion within agreed timescales and customer satisfaction
Building effective relationships with residents and stakeholders, keeping them informed throughout
Proactively chasing overdue complaint or enquiry responses
Identifying trends, root causes, and risks across cases and contributing to lessons learned and service improvement
Working with managers to identify training, procedural, and policy issues and contributing to policy, practice, and service planningAbout You
You will be an experienced complaints or dispute resolution professional, ideally from a housing, local authority, or social housing background.
You will bring:
Experience of working with residents to resolve complaints or disputes with their landlord
Experience of dealing with a diverse community client base and developing successful strategies for dispute resolution
Strong problem-solving skills and a solutions-focused approach
Proven ability to organise your own workload and manage a large caseload with conflicting priorities
Confidence to exercise independent judgement, including on escalation decisions or complex/high-risk cases
Experience in setting up and maintaining accurate records, including databases and spreadsheets
Excellent verbal and written communication skills, with the ability to present information clearly and accurately
Ability to persuade, negotiate, and influence stakeholders to achieve fair outcomes
Strong attention to detail and commitment to high-quality, evidence-based decision making
Commitment to continuing personal development and keeping up to date with best practice and regulatory requirements
About the Local Authority
This local authority is committed to delivering high-quality, resident-focused services and is driven by continuous improvement and learning from feedback. It promotes agile and flexible working and has a strong commitment to equality, diversity, and inclusion.
The authority is also committed to playing its part in tackling the climate and ecological emergency, ensuring decision-making and day-to-day choices support a low-carbon, sustainable future.
As a disability confident employer, the local authority welcomes applications from all sections of the community and guarantees an interview to disabled applicants who meet the minimum criteria for the role.
If you would like a confidential conversation about the role, please contact Imran Makda at Red Personnel
Keywords (for traction / search optimisation)
Dispute Resolution Officer; Complaints Officer; Housing Complaints; Stage 2 Complaints; Housing Ombudsman; Local Authority; Council; Social Housing; Resident Services; Complaint Handling; Case Management; Complex Complaints; Ombudsman Cases; Investigation Officer; Housing Officer; Customer Resolution; Public Sector; Temporary Contract; Hybrid Working; PO2; Housing Disputes; London
Salary description
£30.61 - £30.61 per hour