Senior Homes Complaints Officer

6 days ago

Kenilworth, Warwickshire, United Kingdom Stonewater Full time
Job Title: Senior Homes Complaints Officer

We are seeking a highly skilled and experienced Senior Homes Complaints Officer to join our Customer Relations Team. As a key member of our team, you will be responsible for investigating and resolving complex stage two complaints related to our repairs and planned investment services.

About the Role:
  • Investigate and resolve complex stage two complaints in accordance with the Housing Ombudsman Service's Complaint Handling Code.
  • Work closely with contracting partners to identify service failures and resolve outstanding issues.
  • Develop and maintain a strong understanding of social housing providers' repair obligations, including HHSRA, Awaab's Law, Legal Disrepair, and Homes Fitness for Human Habitation Act.
  • Collaborate with colleagues across the Homes team and contracting partners to prioritize complaints and drive resolution.
  • Provide coaching and upskilling to colleagues to enhance their complaint resolution skills.
  • Utilize housing and repairs management systems, CRM, and other IT systems to inform and document complaint investigations.
About Us:

Stonewater is a leading housing provider, managing around 39,000 homes and serving 82,000 customers across our portfolio of affordable properties. We are committed to providing quality homes and services for people whose needs are not met by the open market.

We are a Disability Confident employer and support equality of opportunities. Our values are centered around being ethical, ambitious, passionate, agile, and commercial, and we are dedicated to making a positive impact on our customers' lives.

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