Housing Complaints and Enquiries Officer

Housing Complaints & Enquiries Officer
Location: East London
Rate: £32.86 per hour (Umbrella)
Contract: 3-month ongoing contract
Hours: 36 hours per week, Monday to Friday, 9:00am – 5:00pm
Working Pattern: Hybrid – 1 day in the office, 4 days remote

Vox Consultants are currently recruiting for an experienced Housing Complaints & Enquiries Officer to join a Local Authority in East London.
This is an excellent opportunity for someone with experience in housing complaints, customer service and complaint resolution within a social housing or local authority environment. The successful candidate will primarily manage housing disrepair complaints, while also supporting wider housing complaints, Members' Enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SARs).

Key Responsibilities

• Investigate and respond to Stage 1 Housing Management and Asset complaints, with a focus on housing disrepair cases.
• Work closely with contractors and internal teams to investigate complaints and achieve timely, customer-focused resolutions.
• Prepare clear, accurate and professional complaint responses in plain English.
• Respond to Members' Enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SARs) within statutory timescales.
• Manage complex and escalated customer complaints, ensuring a high standard of customer service.
• Analyse information and evidence to determine whether policies and procedures have been followed correctly.
• Provide advice and recommendations based on investigations and findings.
• Maintain accurate case records using case management systems.
• Support the development and continuous improvement of complaint handling processes and procedures.
• Build positive relationships with residents, colleagues, contractors and external stakeholders.

About You

• Previous experience handling complaints within a Local Authority, Housing Association or Social Housing environment.
• Experience investigating housing disrepair complaints is highly desirable.
• Knowledge of complaint handling, housing legislation and social housing landlord responsibilities.
• Experience managing Members' Enquiries, FOIs and SARs.
• Excellent written communication skills, with the ability to draft clear and professional complaint responses..

If you're an experienced Housing Complaints & Enquiries Officer looking for your next interim opportunity within local government, we'd love to hear from you.

Apply today with your updated CV or contact Vox Consultants for more information.