Complaints Investigator – Housing Association (Temporary)

London / Essex (Hybrid Working Available)

Monday – Friday, 9:00am – 5:00pm

Start Date: 10th June (not flexible)

Rates:

• London (Westminster Bridge / Ealing): £17.85 PAYE / £22.59 Umbrella
• Pitsea (Essex): £16.23 PAYE / £20.51 Umbrella

About the Role

We are seeking an experienced Complaints Investigator to join a well-established Housing Association on a temporary basis with an immediate upcoming start on 10th June.

This role is ideal for someone who is confident managing end-to-end complaint cases, working in high-volume environments, and delivering professional, fair, and thorough resolutions.

Working Arrangements

• Hybrid working model
• Initial 3 days of training required at the Ealing office
• Ongoing work can be based from one of three locations:
  
  • Westminster Bridge
  • Ealing
  • Pitsea (Essex)

Key Responsibilities

• Take full ownership of complaints, managing cases from initial receipt through to final resolution
• Investigate complaints thoroughly, gathering and analysing relevant evidence
• Communicate effectively with internal teams and customers to ensure fair outcomes
• Draft clear, well-structured and professional response letters
• Manage a high volume caseload, meeting deadlines and service standards
• Ensure all complaints are handled in line with organisational policies and regulatory requirements
• Identify trends and escalate recurring issues where appropriate

Candidate Requirements

• Proven experience in complaint handling/investigation roles
• Background in housing association, local authority, or commercial environments (all considered)
• Demonstrable experience of owning cases through to resolution
• Ability to manage a high workload and competing priorities
• Strong written and verbal communication skills
• Excellent attention to detail and investigative approach
• Comfortable working both independently and collaboratively

Why Apply?

• Opportunity to gain experience within a reputable housing sector organisation
• Structured onboarding with initial training provided
• Flexible hybrid working and choice of office location
• Competitive hourly rates

If you have strong investigative experience and thrive in a fast-paced, customer-focused environment, we’d love to hear from you.