Location – London (SE1) – Hybrid Working
Contract – Full-time, 2 year Fixed-Term (Permanent opportunity may arise)
Start Date – Asap
Salary - £44,000 per annum
We are working with a leading housing provider in South London to recruit a Stage 2 and Housing Ombudsman Lead. This is a pivotal role within their newly created Complaints Centre of Excellence—driving up standards and helping rebuild trust with residents through effective resolution and learning.
You’ll be the primary contact for the Housing Ombudsman Service and oversee all Stage 2 and Ombudsman complaints. If you're an experienced complaints investigator with deep understanding of the Housing Ombudsman Code and a track record of delivering high-quality resolutions in the social housing sector—this is your chance to make real impact.
Key responsibilities
- Act as lead liaison with the Housing Ombudsman Service.
- Manage end-to-end processes for all Stage 2 and Ombudsman complaints.
- Coordinate case files and evidence packs for formal reviews.
- Prepare and lead responses to complex and high-risk cases.
- Guide internal teams on complaint standards, conduct root cause analysis, and identify trends.
- Lead learning sessions to embed improvement across the organisation.
- Monitor and ensure full compliance with the Housing Ombudsman Code of Practice.
Essential:
- Minimum 2 years' experience as a senior complaints investigator in a housing association.
- In-depth knowledge of the Housing Ombudsman Code and best practice in complaint handling.
- Proven experience managing Stage 2 and Housing Ombudsman complaints.
- Excellent written and verbal communication skills.
- Strong analytical thinking and problem-solving abilities.
- Experience preparing responses, compiling evidence, and coaching others on complex cases.
- Confident using case management systems.
- CIH qualification
- Experience delivering internal training or workshops
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
