Complaints Dispute Resolution Lead

Housing Complaints Dispute Resolution Lead
Contract: 3 months (possible extension subject to performance)
Location: London, W6 Hybrid – 2 days office-based (Wednesday & Thursday), 3 days remote
Hours: Full-time, 35 hours per week

We are seeking an experienced Complaints Dispute Resolution Lead to support a high-volume, independently regulated complaints environment. This is a critical short-term assignment requiring an individual who can hit the ground running, manage a demanding caseload, and deliver Ombudsman-compliant Stage 2 reviews to tight deadlines.
Due to regulatory requirements and end-of-tax-year pressures, this role is only suitable for candidates with recent, uninterrupted senior-level complaints experience within a registered social landlord.

Key Duties and Responsibilities
 

• Deliver high-quality Stage 2 complaint reviews in line with the Housing Ombudsman Complaint Handling Code
• Independently investigate complex complaints across a wide range of housing services
• Produce robust, evidence-based responses that are Ombudsman-compliant
• Manage a high volume of reviews under pressure and to strict deadlines
• Liaise assertively and professionally with internal stakeholders to obtain information and drive resolution
• Represent the organisation to residents with empathy, clarity, and authority
• Clearly communicate tenancy/leasehold obligations, organisational policies, and Ombudsman requirements

Essential Requirements
Candidates must meet all of the following:

• Proven Stage 2 complaints / Ombudsman / management-level complaints experience within a registered social landlordP
• Demonstrable, working knowledge of the Housing Ombudsman Complaint Handling Code, with the ability to apply it day-to-day without prompting
• Strong understanding of landlord and resident obligations within tenancy and leasehold agreements
• Experience working within a large-scale (G15-level) housing association, managing complaints across diverse service areas
• Ability to deliver Ombudsman-compliant outcomes under pressure and to tight timescales
• Proactive investigator who takes ownership, solves problems independently, and escalates appropriately
• Confident, diplomatic communicator able to challenge constructively while advocating for residents
• Capacity to quickly absorb and independently apply policies, procedures, and regulatory requirements

Additional Information

• This is a hands-on delivery role, not strategic or developmental
• Candidates must be able to start quickly and commit to the contract term
• Extensions are performance-dependent

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