Housing Complaints Officer

Job Type: Full-time temp until May 2026 with possible extension
Location: Maidenhead SL6
Salary: PAYE £25.11 per hour OR Umbrella £31.97 per hourWe are seeking a dedicated Housing Reviews and Complaints Officer to join a Housing and Public Protection team. This role is crucial for carrying out thorough investigations and reviews under the Housing Act 1996, as amended by subsequent legislation, ensuring all decisions are legally robust and issued within statutory guidelines.

The successful candidate will also lead on investigating and responding to complaints, promoting best practices, and identifying training needs within the Housing Service.

Day-to-Day of the Role:

Conduct detailed enquiries into reviews of applications made under the Housing Act, ensuring compliance with the Code of Guidance 2017.
Work closely with Housing Operations teams to manage review cases, conduct interviews with housing applicants, and maintain accurate records.
Investigate complaints regarding the Housing and Public Protection Service, compile draft responses, and engage with complainants to resolve issues.
Develop and lead training sessions based on case outcomes, statutory updates, and feedback from various sources to ensure continuous service improvement.
Coordinate with multiple teams to ensure a unified response to complaints and liaise with external bodies as necessary.
Prepare and present reports on complaints and review requests, including outcomes and response timescales.
Formulate and execute an annual training plan for Housing Options Staff, including monthly interactive sessions and competency reports.Required Skills & Qualifications:

Must have proven experience in handling reviews under part 6 and part 7 of the Housing Act.
Strong understanding of housing legislation and the ability to interpret complex legal documents.
Excellent investigative and analytical skills.
Ability to manage sensitive situations with tact and professionalism.
Strong organisational skills and the ability to manage multiple tasks simultaneously.
Proficient in using IT systems to record, analyse, and report data.
Excellent communication skills, both written and verbal, and the ability to liaise effectively with a range of stakeholders including MPs, councillors, and external agencies.To apply for the Housing Reviews and Complaints Officer position, please submit your CV detailing your relevant experience