Complaints Officer

Pinnacle Group is looking for a Complaints Officer to join our Residential Management Services division and lead the effective management, investigation and resolution of complaints across social housing and private housing services. The postholder will ensure residents, tenants, leaseholders and customers receive fair, timely, empathetic and high-quality responses, while supporting a positive complaints culture that drives service improvement, accountability and learning.

The role will act as the organisation’s subject matter expert for complaint handling, ensuring compliance with relevant internal policies, regulatory expectations, the Housing Ombudsman Complaint Handling Code for social housing, and applicable standards across private rented, leasehold and property management services including the Property Ombudsman Code.

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 the end-to-end management of complaints, ensuring cases are acknowledged, investigated and responded to within agreed timescales.
• Oversee complex, high-risk, sensitive and escalated complaints, including Stage 1, Stage 2 and external escalation cases.
• Ensure investigations are thorough, evidence-based and balanced, with clear findings, remedies and learning outcomes.
• Liaise directly with operational teams, contractors and service managers to gather accurate information, case records, timelines, evidence and technical input needed to investigate and resolve complaints.
• Draft clear, accurate and customer-focused complaint responses on behalf of the organisation, ensuring findings, decisions, remedies and next steps are clearly explained.
• Maintain a resident-centred and empathetic approach, ensuring customers feel listened to, respected and kept informed throughout the process.
• Use appropriate dispute resolution techniques to resolve complaints at the earliest possible stage.
• Ensure complaint handling processes comply with organisational policies, regulatory requirements and relevant complaint handling codes and applicable standards across private rented, leasehold and property management services including the Property Ombudsman Code.
• For social housing services, ensure alignment with the Housing Ombudsman Complaint Handling Code, including accessibility, timescales, record keeping, remedies, self-assessment and reporting requirements.
• Support compliance with regulatory expectations relating to consumer standards, tenant satisfaction, transparency and accountability.
• Ensure accurate and complete complaint records are maintained on all relevant Case Management systems.
• Work with operational teams to agree corrective actions and ensure learning from complaints is embedded across the organisation.
• Work proactively with operational colleagues to obtain updates, clarify actions taken, challenge incomplete information and ensure complaint responses are based on a full understanding of service delivery issues.
• Monitor completion of actions, remedies, compensation decisions and service improvements arising from complaints.
• Promote a culture where complaints are valued as a key source of insight and a driver for better resident and customer outcomes.
• Share learning with staff, contractors and partners to prevent repeat failures.
• Lead, manage, coach and support the complaints coordinators to log and chase complaints and record all satisfaction information.
• Build effective working relationships with internal teams, contractors, managing agents, local authorities and external partners.
• Act as a point of escalation and liaison for the Housing Ombudsman, the Property Ombudsman, councillors, MPs, advocates and other external bodies where relevant.
• Support operational managers to resolve customer dissatisfaction and improve service delivery.
• Communicate clearly and professionally with residents, customers and stakeholders, including in sensitive or complex circumstances.

Key requirements

• Experience managing complaints, customer resolution or service improvement within social housing, private housing, property management, repairs, local authority housing or a regulated customer service environment.
• Experience investigating complex complaints and preparing clear, well-evidenced written responses.
• Experience working with residents, tenants, leaseholders or customers in challenging or sensitive situations.
• Experience using complaint data, performance information and customer feedback to drive service improvement.
• Experience managing, or supporting staff, or leading complaint handling activity across teams.
• Strong understanding of effective complaint handling principles, including fairness, transparency, empathy, putting things right and organisational learning.
• Knowledge of the Housing Ombudsman Complaint Handling Code and its relevance to social landlords.
• Awareness of private rented sector, leasehold or property management complaint routes and relevant redress arrangements including the property Ombudsman Code.

Desirable Experience and Qualifications

• Chartered Institute of Housing qualification, customer service qualification, complaints handling training or equivalent professional development.
• Experience responding to Housing Ombudsman or Property Ombudsman enquiries.
• Experience in repairs, maintenance, tenancy management, neighbourhood services, leasehold management or asset management.
• 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