Stage 2 complaints Lead

Job title – Stage 2 and Housing Ombudsman Lead
Location – London (SE1) – Hybrid Working
Contract – Full-time, Fixed-Term 24 months
Start Date – Asap
Salary - £44,000 per annum

We are working with a housing provider in South London to recruit a Stage 2 and Housing Ombudsman Lead.

You will act as the primary liaison with the Housing Ombudsman Service, overseeing Stage 2 and Ombudsman complaints. This is an excellent opportunity for an experienced complaints professional to drive quality, compliance, and service improvement within a regulated social housing environment.

Key responsibilities:
 

• Act as the lead contact for the Housing Ombudsman Service
• Manage end-to-end handling of Stage 2 and Ombudsman complaints
• Coordinate and prepare detailed case files and evidence packs
• Lead responses to complex and high-risk cases, including Ombudsman determinations
• Provide expert guidance to internal teams on complaint handling standards
• Conduct root cause analysis to identify trends and drive service improvements
• Deliver learning sessions to embed best practice across the organisation
• Ensure compliance with the Housing Ombudsman Code of Practice
• Monitor performance, outcomes, and complaint trends

About You
Essential:

• Minimum 2 years’ experience as a Senior Complaints Investigator within a housing association
• Proven experience managing Stage 2 and Housing Ombudsman complaints
• Strong understanding of the Housing Ombudsman Code of Practice
• Experience preparing case files, evidence, and formal responses
• Excellent written and verbal communication skills
• Strong analytical and problem-solving ability
• Confident using case management systems
• Experience coaching or advising colleagues on complex complaints

Desirable:

• CIH qualification
• Experience delivering internal training or workshops

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