Complaints Handler - Social Housing

Complaints Handler - Social Housing

  • Location


  • Sector:

    Housing Maintenance Trades

  • Job type:


  • Salary:

    £24k - 28k per year

  • Contact:

    Holly Lewis

  • Contact email:


  • Contact phone:

    020 3176 4790

  • Job ref:


  • Published:

    11 months ago

  • Expiry date:


Complaints Handler – Social Housing

Location: Slough

Hours: 8:00am – 17:00pm Mon – Fri

Salary: £24-£28K

My client is looking for an experienced complaints handler to join a housing association based in Slough.

Purpose of the role:

Coordination and control of incoming complaints, disrepair, MP enquiries and Service Requests from start to closure including trend analysis to support internal teams

  • Receive and log all incoming complaints (stage 1/2, MP and Disrepair) and service requests via the central complaint’s inbox
  • Update/maintain the complaints spreadsheet (daily)
  • Send regular updated complaints log to required supervisors/management internally and to the client at agreed dates
  • Hit targeted timeframes requested ensuring all information required is provided
  • Send letters as and when required to residents
  • Update the Accuserv/Dynamics system job notes and ensure the planners/Ops are aware the job is a complaint/MP etc
  • Full investigations of repairs history via the system
  • Raise relevant required jobs/recalls
  • Job allocation to designated DLO/Subbies ensuring job is locked-in and confirmed
  • Ensure the Quality Inspector attends site upon new cases and reports back required work
  • Ensure all back-up data is saved on the shared server including reports and pictures required
  • Keep regular checks on all jobs in progress
  • Raise any concerns noted with relevant supervisor/manager (example: repeat issues with one operative/subcontractor, trends arising etc)
  • Ensure jobs are post inspected upon completion of works
  • Liaise with residents as and when required
  • Aid team members and the client as and when required on any questions/queries
  • Aid in enquiries, queries etc during quieter periods
  • Work closely and professionally with operational, planning and administration teams
  • Flexibility of shift cover if last minute AL, sickness etc
  • One Improvement Opportunity per person, per month required
  • Attend team meetings as and when required
  • Report to work within set shift times and call Manager in advance if any problems/delays

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