What you'll be doing * Investigating and resolving Stage 1 and Stage 2 complaints in line with the Housing Ombudsman Complaint Handling Code * Carrying out thorough, evidence-based investigations using tenancy records, repairs history, policies and correspondence * Writing clear, empathetic and well-reasoned complaint responses * Acting as the main point of contact for residents throughout the complaints process * Managing Housing Ombudsman enquiries and investigations – preparing evidence, case files and submissions within required timescales * Coordinating actions to comply with Ombudsman determinations, orders and recommendations * Responding to enquiries from Councillors, MPs, advocates and other stakeholders * Working with operational teams to agree remedies and corrective actions, and following them through to completion * Recording lessons learned and analysing complaint trends to drive service improvement What you'll bring * Experience investigating complex complaints within a local authority, housing association or social housing setting * Strong knowledge of the Housing Ombudsman Complaint Handling Code and experience managing Ombudsman investigations * A good understanding of housing legislation, consumer standards and landlord responsibilities * Experience responding to Councillor and MP enquiries * Excellent report writing, letter drafting and case management skills * Strong analytical and problem-solving abilities, with a track record of identifying service failures and recommending remedies * The ability to manage a demanding caseload against strict deadlines * A resident-focused, solution-oriented approach