Housing Complaints Officer

Contract to start ASAP
Duration: 21 weeks with a possible extension.

Full job description

Housing Complaints Officer – Runnymede Borough Council

Hours: Full-time (37 hours per week)

Contract: 21-week temporary contract from 9 November 2026 to 4 April 2027

Support Fair, Timely and Effective Resolution of Housing Complaints

We're recruiting an experienced Housing Complaints Officer to join Runnymede Borough Council, based at Runnymede Civic Centre, Station Road, Addlestone, Surrey, KT15 2AH.

This is a customer-focused housing role responsible for investigating, managing and resolving complaints across housing services. You'll work closely with residents, housing officers, repairs teams, contractors and senior colleagues to ensure complaints are handled fairly, consistently and within required timescales.

The role requires strong written communication, sound judgement and the ability to manage sensitive or complex cases while maintaining a professional and solution-focused approach.

About the Role

As a Housing Complaints Officer, you'll manage a varied caseload of housing complaints from initial receipt through to resolution.

You'll investigate concerns, gather information, liaise with relevant teams, prepare clear written responses and identify opportunities for service improvement arising from complaint trends and outcomes.

What you'll be doing:

• Managing housing complaints from receipt through to resolution
• Investigating complaints thoroughly and objectively
• Liaising with housing, repairs, tenancy and other service teams to obtain relevant information
• Preparing clear, accurate and professional written complaint responses
• Ensuring complaints are handled within required timescales
• Maintaining regular communication with residents throughout the complaints process
• Managing escalated and complex complaints where required
• Reviewing case histories, correspondence and service records
• Identifying appropriate remedies and service recovery actions
• Recording complaints accurately on relevant case management systems
• Monitoring complaint outcomes and recurring themes
• Supporting the Council in learning from complaints and improving service delivery
• Liaising with contractors and external providers where complaints relate to outsourced services
• Supporting responses to Ombudsman enquiries or investigations where required
• Ensuring complaint handling complies with Council procedures and relevant standards
• Providing advice to colleagues on complaint handling and customer communication
• Maintaining confidentiality and appropriate information governance
• Producing reports and management information on complaint performance where required

Requirements

We're looking for a professional, organised and customer-focused individual with strong complaint-handling and written communication skills.

You'll ideally have:

• Previous experience handling complaints within housing, local government or a similar regulated environment
• Experience investigating complex customer complaints
• Strong written communication and report-writing skills
• Ability to prepare clear, balanced and professional complaint responses
• Experience dealing with challenging or dissatisfied customers
• Strong customer-service and conflict-resolution skills
• Good knowledge of housing services or social housing environments
• Ability to analyse information and identify appropriate resolutions
• Strong organisational and case-management skills
• Ability to manage multiple cases and meet strict deadlines
• Good attention to detail and accurate record-keeping
• Ability to work collaboratively with operational teams and contractors
• Experience working with complaint escalation or Ombudsman processes would be advantageous
• Ability to remain calm and professional when handling sensitive matters
• Eligibility to work in the UK
• Ability to provide relevant references/work history
• Ability to complete required pre-employment checks

Why Apply

• Opportunity to work with Runnymede Borough Council
• Competitive Umbrella rate of £24.28 per hour
• Full-time 37-hour working week
• 21-week temporary assignment
• Opportunity to build further housing and local government experience
• Customer-focused role with scope to influence service improvements
• Chance to work across housing, repairs and customer-service teams

Benefits

• Weekly Pay
• Company Pension
• Ongoing Agency Support

Additional Information

Client: Runnymede Borough Council

Job Title: Housing Complaints Officer

Location: Runnymede Civic Centre, Station Road, Addlestone, Surrey, KT15 2AH

Positions Available: 1

Hours: 37 hours per week

Start Date: 9 November 2026

End Date: 4 April 2027

Contract Duration: 21 weeks

Contract Type: Temporary

Pay Rate: Umbrella: £24.28 per hour

Job Types: Full-time, Temporary contract

Pay: £24.28 per hour

Benefits:

• Company pension

Application question(s):

• Do you have previous experience handling housing or local authority complaints?
• Do you have experience investigating complex complaints and preparing formal written responses?
• Are you confident dealing with challenging or dissatisfied residents professionally?
• Do you have experience working within social housing, repairs, tenancy services or a related environment?
• Are you able to reliably travel to Runnymede Civic Centre, Addlestone, KT15 2AH?
• Are you available to start from 9 November 2026?

Experience:

• Complaints Handling / Customer Resolution: 2 years (required)
• Housing / Local Authority: 1 year (preferred)
• Formal Complaint Investigation: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

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