Housing and Enquiries Officer
| Company: | BBS Recruitment |
|---|---|
| Salary: | £25.12 |
| Hours: | Full-time |
| Location: | Walthamstow, E17 4JF |
| Working pattern: | On-site |
| Job type: | Temporary |
| Posting date: | 16 Jul 2026 |
| Closing date: | 15 Aug 2026 |
Summary
BBS Recruitment is an independent recruitment agency for transport and logistics sector, supplying to a variety of clients across UK.
We are recruiting a Housing Complaints and Enquiries Officer for our client based in Waltham Forest.
Responsibilities for Housing Complaints and Enquiries Officer:
• Manage and investigate Stage 1 Housing Management and Assets complaints, ensuring responses are accurate, timely, customer-focused, and compliant with organisational policies and statutory requirements.
• Provide a high-quality complaint resolution service, ensuring residents receive clear explanations, appropriate remedies, and satisfactory outcomes.
• Investigate complex and escalated customer complaints by gathering evidence, reviewing records, liaising with relevant teams, and identifying appropriate resolutions.
• Work closely with contractors, repairs teams, housing management teams, and operational services to investigate issues and ensure effective resolution of resident concerns.
• Monitor complaint progress, ensuring actions are completed within agreed timescales and residents are kept informed throughout the process.
• Draft professional, clear, and evidence-based complaint responses, ensuring findings, decisions, and recommendations are accurately communicated.
• Handle escalated customer issues, identifying root causes and implementing solutions to improve resident satisfaction and service delivery.
• Provide advice and recommendations to managers and service areas based on analysis, evaluation of information, and current housing policies and procedures.
• Respond to and coordinate Members’ Enquiries, ensuring responses are accurate, comprehensive, and delivered within required deadlines.
• Manage Freedom of Information (FOI) requests and Subject Access Requests (SARs), ensuring compliance with relevant legislation, confidentiality requirements, and organisational procedures.
• Research developments, best practice, and legislative changes relating to housing complaints, customer service, and complaint handling standards.
• Collect, collate, and analyse complaint data, trends, and performance information to identify recurring issues and opportunities for improvement.
• Produce reports, briefings, and recommendations to support service improvements and inform strategic decision-making.
• Contribute to the development, implementation, and review of complaint handling systems, processes, policies, procedures, and service standards.
• Maintain accurate records of investigations, outcomes, correspondence, and lessons learned.
• Promote a positive complaints culture by ensuring feedback is used to improve housing services and resident experiences.
• Work collaboratively with internal departments and external stakeholders to improve customer outcomes and strengthen service delivery.
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