Housing Landlord Complaints Investigator

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

We are currently recruiting a Housing Landlord Complaints Investigator for our client based in Waltham Forest.

Responsibilities for

Housing Landlord Complaints Investigator

• Lead the investigation and resolution of Stage 2 Housing Management and Assets complaints, ensuring all cases are handled fairly, thoroughly and in accordance with agreed procedures, standards and statutory timescales.

• Conduct detailed investigations into complex and contentious complaints, gathering, analysing and evaluating evidence from a range of sources to establish facts and identify appropriate resolutions.

• Prepare high-quality, comprehensive complaint responses that clearly address all issues raised by residents and explain findings, decisions and remedies in plain English.

• Manage and maintain effective relationships with the Housing Ombudsman Service, responding to enquiries, information requests and investigations within required timescales.

• Apply housing legislation, regulatory requirements, policies and procedures when assessing complaints and determining appropriate outcomes.

• Liaise with residents, housing teams, legal services, senior managers and other internal and external stakeholders to resolve complaints and achieve positive outcomes.

• Provide specialist advice and guidance on complex complaints, influencing and negotiating with stakeholders to ensure appropriate actions are taken and service standards are met.

• Identify recurring issues, service failures and areas of risk through complaint investigations and provide insight and recommendations to senior management and service leads to support continuous improvement.

• Maintain accurate records of investigations, evidence, correspondence, outcomes and agreed actions, ensuring information is recorded in line with governance and data protection requirements.

• Manage a complex caseload effectively, prioritising workloads, setting deadlines and ensuring complaints are progressed and concluded within agreed timescales.

• Handle sensitive, challenging and potentially contentious matters professionally, demonstrating empathy and maintaining positive relationships with residents and stakeholders.

• Make evidence-based decisions in a fast-paced environment, balancing competing priorities while maintaining a high standard of accuracy and customer service.

• Work autonomously while collaborating effectively with colleagues and stakeholders across Housing, Assets, Legal, Customer Services and senior management teams.

• Monitor complaint trends and outcomes to identify opportunities for service improvement, strengthen processes and help prevent recurring complaints.