Job Title: Housing Maintenance Complaints Officer

Locations: Cambridge, CB4

Contract Type: Temporary

Work Pattern: 9 - 5

We are currently recruiting for an experienced Housing Maintenance Complaints Officer to undertake the investigation of complaints, disrepair claims and ombudsman cases in line with Housing Services and the Council's Complaints and Compliments procedures.

The successful candidate will be responsible for investigating, responding to and resolving where possible, to build tenant and leaseholder confidence in the service.

Job Role -

• Prepare investigation reports and responses, analysing complaints and cases, contacting tenants and leaseholders, liaising with Housing and Estates & Facilities staff, seeking good practice and recommending necessary actions to resolve complaints.


• Ensure that agreed actions to resolve complaints, disrepair and ombudsman cases are completed within timescales, recording the necessary information accurately and consistently.


• Liaise with the Housing and Local Government Ombudsmen as appropriate.


• Work within the Housing Maintenance and Improvement team, supporting colleagues with the activities provisioned by the team in supporting the Responsive Repairs and Voids team - to include (but not limited to) administration of generic customer facing inboxes, processing invoices, managing diaries, producing reports etc.


• Foster and maintain close working relationships with the Responsive Repairs and Voids Supervisors, Works Planners and Surveyors to facilitate the timely provision of the information required in response to complaints, disrepair and ombudsman cases.


• Prepare reports, information and statistics, as required and directed.


• Maintain a positive, helpful, respectful approach to all aspects of the role including dealing with colleagues, responding to incidents and general communications.

Candidate Requirements -

• Proven experience as a Housing Maintenance Complaints Officer or similar role.


• Excellent communication and interpersonal abilities.


• Ability to work independently with minimal supervision.


• Good knowledge of Housing Services and the Complaints and Compliments procedures.


• Ability to analyse complaints and cases, and recommend necessary actions to resolve complaints.


• Good organisational and time-management skills.


• Proficient in Microsoft Office Suite.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk