Housing and Enquiries Officer

BBS Recruitment is an independent recruitment agency for transport and logistics sector, supplying to a variety of clients across UK.

We are recruiting a Housing Complaints and Enquiries Officer for our client based in Waltham Forest.

Responsibilities for

Housing Complaints and Enquiries Officer

• Manage and investigate Stage 1 Housing Management and Assets complaints, ensuring responses are accurate, timely, customer-focused, and compliant with organisational policies and statutory requirements.

• Provide a high-quality complaint resolution service, ensuring residents receive clear explanations, appropriate remedies, and satisfactory outcomes.

• Investigate complex and escalated customer complaints by gathering evidence, reviewing records, liaising with relevant teams, and identifying appropriate resolutions.

• Work closely with contractors, repairs teams, housing management teams, and operational services to investigate issues and ensure effective resolution of resident concerns.

• Monitor complaint progress, ensuring actions are completed within agreed timescales and residents are kept informed throughout the process.

• Draft professional, clear, and evidence-based complaint responses, ensuring findings, decisions, and recommendations are accurately communicated.

• Handle escalated customer issues, identifying root causes and implementing solutions to improve resident satisfaction and service delivery.

• Provide advice and recommendations to managers and service areas based on analysis, evaluation of information, and current housing policies and procedures.

• Respond to and coordinate Members’ Enquiries, ensuring responses are accurate, comprehensive, and delivered within required deadlines.

• Manage Freedom of Information (FOI) requests and Subject Access Requests (SARs), ensuring compliance with relevant legislation, confidentiality requirements, and organisational procedures.

• Research developments, best practice, and legislative changes relating to housing complaints, customer service, and complaint handling standards.

• Collect, collate, and analyse complaint data, trends, and performance information to identify recurring issues and opportunities for improvement.

• Produce reports, briefings, and recommendations to support service improvements and inform strategic decision-making.

• Contribute to the development, implementation, and review of complaint handling systems, processes, policies, procedures, and service standards.

• Maintain accurate records of investigations, outcomes, correspondence, and lessons learned.

• Promote a positive complaints culture by ensuring feedback is used to improve housing services and resident experiences.

• Work collaboratively with internal departments and external stakeholders to improve customer outcomes and strengthen service delivery.