Complaints Review Officer (Stage 2) Housing & Regulatory Services
| Dyddiad hysbysebu: | 07 Ionawr 2026 |
|---|---|
| Cyflog: | £25.12 i £32.92 yr awr |
| Gwybodaeth ychwanegol am y cyflog: | PAYE rate: £25.12 per hour Umbrella rate: £32.92 per hour |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Ionawr 2026 |
| Lleoliad: | Tower Hill, Central London |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Neway International Ltd |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 1673101 |
Crynodeb
Neway International are seeking a Complaints Review Officer to join our client London Borough of Tower Hamlets.
Hours: 35 per week, 09:00 – 17:00
Start Date: 26 January 2026
About the Client
The London Borough of Tower Hamlets delivers a wide range of housing and regulatory services to residents across the borough. The Regulatory Assurance Service plays a key role in ensuring compliance, transparency and high‑quality complaint handling in line with the Housing Ombudsman Complaint Handling Code. Due to additional workload, the Council is seeking a skilled Complaints Review Officer to support the delivery of timely, fair and robust complaint investigations.
About the Role
The Complaints Review Officer will act as a Business Partner for the Housing Management Service, ensuring residents receive a fair and thorough review of their complaint. The role focuses on Stage 2 complaint investigations, compliance tasks relating to Housing Ombudsman cases, and ensuring the Council meets regulatory requirements. Office attendance is required two days per week, with Thursdays mandatory.
Key responsibilities include:
Leading on complex complaint investigations, including Stage 2 cases, high‑profile Member Enquiries and Ombudsman matters
Ensuring compliance with the Housing Ombudsman Complaint Handling Code
Drafting high‑quality, accurate and timely complaint responses
Monitoring and recording committed actions to reduce escalations
Maintaining oversight of corrective actions and ensuring residents are kept informed
Managing ad hoc complex cases with clear audit trails and resolution monitoring
Coordinating information for Ombudsman orders and ensuring timely action, including compensation processing
Providing guidance to staff on early settlement and compensation principles
Auditing complaint and Member Enquiry systems to ensure procedural compliance
Producing accurate reports and briefings to support service performance
Supporting the identification and embedding of lessons learned
Coordinating information for Freedom of Information and Subject Access Requests
Deputising for the Complaints and ME Manager when required
Candidate Requirements
Essential:
Strong understanding of complaint handling within a local authority or Registered Provider
Knowledge of social housing services and the Housing Ombudsman Complaint Handling Code
Experience conducting complex investigations
Ability to diplomatically challenge and influence colleagues
Experience working in a high‑pressure complaint handling environment
Ability to gather information from multiple teams to produce concise, high‑quality responses
Experience providing information to the Housing Ombudsman
Strong communication skills and ability to work collaboratively
Ability to work to statutory deadlines and manage competing priorities
Desirable:
Knowledge of CRM systems used for complaint handling
Understanding of Social Housing Regulation and its impact on service delivery
Hours: 35 per week, 09:00 – 17:00
Start Date: 26 January 2026
About the Client
The London Borough of Tower Hamlets delivers a wide range of housing and regulatory services to residents across the borough. The Regulatory Assurance Service plays a key role in ensuring compliance, transparency and high‑quality complaint handling in line with the Housing Ombudsman Complaint Handling Code. Due to additional workload, the Council is seeking a skilled Complaints Review Officer to support the delivery of timely, fair and robust complaint investigations.
About the Role
The Complaints Review Officer will act as a Business Partner for the Housing Management Service, ensuring residents receive a fair and thorough review of their complaint. The role focuses on Stage 2 complaint investigations, compliance tasks relating to Housing Ombudsman cases, and ensuring the Council meets regulatory requirements. Office attendance is required two days per week, with Thursdays mandatory.
Key responsibilities include:
Leading on complex complaint investigations, including Stage 2 cases, high‑profile Member Enquiries and Ombudsman matters
Ensuring compliance with the Housing Ombudsman Complaint Handling Code
Drafting high‑quality, accurate and timely complaint responses
Monitoring and recording committed actions to reduce escalations
Maintaining oversight of corrective actions and ensuring residents are kept informed
Managing ad hoc complex cases with clear audit trails and resolution monitoring
Coordinating information for Ombudsman orders and ensuring timely action, including compensation processing
Providing guidance to staff on early settlement and compensation principles
Auditing complaint and Member Enquiry systems to ensure procedural compliance
Producing accurate reports and briefings to support service performance
Supporting the identification and embedding of lessons learned
Coordinating information for Freedom of Information and Subject Access Requests
Deputising for the Complaints and ME Manager when required
Candidate Requirements
Essential:
Strong understanding of complaint handling within a local authority or Registered Provider
Knowledge of social housing services and the Housing Ombudsman Complaint Handling Code
Experience conducting complex investigations
Ability to diplomatically challenge and influence colleagues
Experience working in a high‑pressure complaint handling environment
Ability to gather information from multiple teams to produce concise, high‑quality responses
Experience providing information to the Housing Ombudsman
Strong communication skills and ability to work collaboratively
Ability to work to statutory deadlines and manage competing priorities
Desirable:
Knowledge of CRM systems used for complaint handling
Understanding of Social Housing Regulation and its impact on service delivery