Complaints Manager

Pinnacle Group is looking for a Complaints Manager to join our Residential Management Services division, leading the Complaints Team and taking responsibility for continuously improving the organisation’s complaints service and learning function. The postholder will ensure that residents receive a fair, timely, empathetic and resolution-focused complaints service that complies with the Housing Ombudsman’s Complaint Handling Code, relevant regulatory requirements and applicable standards across private rented, leasehold and property management services including the Property Ombudsman Code and organisational policies.

The role will act as the organisation’s senior complaints specialist, championing a resident-first culture, using complaints insight to identify root causes, reduce service failure and drive measurable improvements across housing, repairs, neighbourhoods, customer services and contractor-led services. The role will also act as the Ombudsman Liaison and be the lead on Learning and Quality Assurance in relation to complaints.

Our Residential Management Services team oversees large, complex residential developments across the UK. They deliver expert leasehold and block management on behalf of institutional investors, developers, and residents’ management companies.

This is a hybrid role with travel to our Chancery Lane, London office.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include

• Lead and develop a high-performing complaints service that provides consistent, fair and resident-focused outcomes to both social and private rented tenants and leaseholders.
• Provide expert advice and assurance on complaint handling across both social and private housing functions.
• Ensure all complaints are acknowledged, investigated, responded to and resolved within agreed timescales, policy requirements and regulatory standards.
• Act as the organisational lead for complex, sensitive, high-risk and escalated complaints, including cases involving legal, reputational or safeguarding considerations.
• Oversee all interactions with the Housing Ombudsman Service, ensuring accurate evidence, timely submissions and effective implementation of determinations, orders and recommendations.
• Maintain compliance with the Property Ombudsman Code of Practice, the Housing Ombudsman Complaint Handling Code, the Regulator of Social Housing Consumer Standards and internal governance requirements.
• Use complaints data, resident feedback, Ombudsman findings and quality assurance activity to identify root causes, themes, trends, risks and opportunities for service improvement.
• Provide regular performance reports, trend analysis and learning updates to executive leaders, boards, committees, resident panels and operational teams.
• Embed a culture that values complaints as an opportunity to listen, learn and improve services.
• Work collaboratively with service leads, contractors, partners and Clients to ensure agreed remedies, compensation, corrective actions and learning outcomes are delivered.
• Develop and maintain complaints policies, procedures, templates, training materials and quality standards.
• Lead, coach and performance-manage the complaints team, ensuring clear objectives, effective supervision and professional development.
• Promote equality, diversity, inclusion and accessibility in complaint handling, ensuring residents are supported to raise concerns in ways that meet their needs.
• Maintain and develop case management systems for recording complaints.

Key requirements

• Significant experience leading complaints, service recovery or customer resolution services in social/affordable housing, private rented, local government, regulated services or a comparable customer-focused environment.
• Strong knowledge of social housing complaints, resident engagement, repairs-related complaints, service failure, compensation and regulatory expectations.
• Experience managing complex and sensitive cases involving vulnerable residents, legal risk, disrepair, safeguarding, media interest or elected member involvement.
• Proven ability to lead teams, manage performance, develop capability and create a culture of ownership, accountability and continuous improvement.
• Experience preparing senior-level reports, board papers, performance dashboards and regulatory submissions.
• Experience of managing a complaints reporting system to track performance and enable reporting in line with regulatory requirements.
• Excellent understanding of the Housing Ombudsman Complaint Handling Code, the Property Ombudsman code of Practice and the role of the Housing Ombudsman Service.
• Good working knowledge of the Regulator of Social Housing Consumer Standards and the wider operating context for social landlords.
• Good working knowledge of legislation, regulation and best practice relating to both social housing and private sector housing complaints.
• Strong analytical skills, with the ability to interpret complaints data and translate insight into practical service improvements.
• Excellent written communication skills, including the ability to produce clear, evidence-based responses for residents, senior leaders and external bodies.
• Strong interpersonal and influencing skills, with the ability to challenge constructively and build effective relationships across operational and senior teams.
• Sound judgement, resilience and the ability to make balanced decisions in complex, sensitive or high-pressure situations.
• Commitment to resident voice, fairness, transparency, accountability and continuous learning.

Qualifications

• Relevant professional qualification or equivalent experience in housing management, complaints handling, customer experience, regulatory compliance, leadership or service improvement.
• Evidence of continuing professional development in complaint handling, social housing regulation, customer service, leadership or related fields.
• Knowledge of safeguarding, equality, diversity and inclusion, vulnerability, reasonable adjustments and data protection requirements.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Electric Vehicle Scheme
• Company Bonus