Head of Complaints


Company:	Daniel Owen Ltd
Salary:	£399 to £642 a year
Hours:	Full-time
Location:	Camden, NW1 7QX
Job type:	Contract
Posting date:	7 Oct 2026
Closing date:	6 Nov 2026

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Summary

Head of Complaints - London

London: £399 - £499 PAYE or £513 - £642 Umbrella

National: £352 - 440 PAYE or £453 - £566 Umbrella

The Head of Complaints will lead the organisation's complaint's function, ensuring residents receive fair, timely, empathetic and effective resolution when things go wrong. The role will provide strategic leadership across complaint handling, customer resolution, learning and service improvement in a large, complex housing association. A central focus of the role is to use complaints as a powerful source of insight to drive measurable improvements in services, reduce repeat failures, strengthen resident trust and improve organisational accountability. The role will champion a positive complaints culture, ensuring compliance with regulatory expectations while embedding learning across operational teams, contractors and senior leadership forums.

Candidates must have senior housing association complaints experience - please do not submit candidates without this. An individual with the gravitas for internal senior stakeholder engagement, able to produce board and committee papers, deal with direct MP & Ombudsman communication - strong leadership skills. Main areas covered (but not exclusive) repairs, ASB & service charges.

3 direct reports and overall team of 60 - need to be flexible around travel to Camden office for meetings, otherwise wfh. Some weeks could see up to 3 days of meeting attendance.

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