Complaints Review Officer (Grade I) - Housing

1. Support the Team Leader in the delivery of a high quality complaints service to customers and the Council. Dealing with complex and multi-faceted housing complaints and enquiries. Respond to customer’s complaints, Mayors and Members enquiries and work to regain their trust by taking prompt and appropriate actions to put things right.
2. Undertake investigations and provide effective and timely resolution to complaints, Mayoral and Member enquiries in line with the Council and Ombudsman’s expectations, whilst ensuring excellent customer service is delivered.
3. Identify complaint themes, patterns and trends and recommend corrective actions that can improve the service. Provide support in the production of performance reports for the Senior Management Team. 2 ROLE

REQUIREMENTS: 1. Draw on knowledge of the Housing Options Service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration.

1. To ensure Complaints, Mayors and Members Enquiries are investigated fairly and impartially, using evidence based approach to understand the complaint and achieve a satisfactory resolution.
2. Develop a sense of pride and passion and a “can do” attitude in resolving complaints in compliance with the Council’s Complaints policy, the Housing and Local Government Ombudsman Complaints Handling Code and Social Housing regulation Bill.
3. Ensure investigation process continuously improves to reflect best practice and the council’s values. Manage corrective and follow up actions from complaints effectively until completion.
4. Make recommendations on compensation awards for service failures as appropriate using the council’s compensation policy and Housing and Local Government Ombudsman’s case review as a guide.
5. Produce reports setting out complaints, findings, recommendations and lessons learnt from complaints and recommend strategic solutions to improve service delivery to residents. Support management on how recommendations and improvements can be implemented.
6. Provide support to the drafting of Stage 2 responses to ensure the Councils overall vision, values and ethos are sustained as part of the process. Build effective working relationships and act as ambassador and advocate with colleagues and external stakeholders, including regulators and contractors and local councillors.
7. Deal with high level and complex complaints from the Mayor and Members. Conduct investigations into such complaints and reach an outcome based on the merits of each case, whilst managing risk to the organisation.
8. To take ownership of complaints from start to closure, ensuring the customer is clear about how any outstanding actions by the business will be taken forward. Where necessary, visit applicants at home to establish and validate 3 their circumstances.
9. Deal with complex enquiries (written, telephone and face to face) providing effective information and advice to all interested parties about areas of responsibility
10. Ensure investigations are carried out within the Councils framework, policies and procedures and relevant legislations, including regulatory requirements under Housing and Local Government Ombudsman Complaints Handling Code and Social Housing Regulation Bill. CORPORATE RESPONSIBILITIES
11. Actively contribute to the council’s priorities and outcomes in a way that promotes a ‘one organisation’ approach.
12. Develop and maintain positive relationships with colleagues, stakeholders and communities to ensure the council and the directorate strategic priorities are effectively implemented.
13. Promote equality among all staff and ensure that services are delivered in a non-discriminatory way, that is inclusive of all disadvantaged groups.
14. Support organisational change and learning, following and implementing appropriate systems of self-development, communication and engagement, quality measures, monitoring and review in delivering the functions of the role.
15. Promote sustainability, including encouraging a culture of innovation and accountability amongst all council staff.
16. Adherence to the council’s commitment to the health, safety and welfare at work policy
17. To deputise for the Housing Complaints Manager as and when appropriate. PEOPLE
18. To provide expertise on a day-to-day basis so that work is managed to the required standard, providing support and feed back to colleagues to develop and contribute the day-to day service delivery. 4
19. To work closely with Housing Options staff, Homeless Individuals and Households, wide range of internal and external stakeholders including but not limited to: Residents, Colleagues, Directors, Senior Managers, Elected Members, Professional Bodies, Partner Organisations and Government Regulatory Bodies and Contractors. FINANCE
20. Ensure financial regulations and legislation is strictly adhered to, ensuring compliance with audit recommendation
21. Collectively with other teams and services within the Council, work to deliver service, departmental and corporate strategic objectives.
22. Collectively contribute towards efficient use of resources. SERVICE
23. To comply with the council’s equal opportunities and diversity policies ensuring anti-discriminatory practice within the service area
24. Ensure that all duties and responsibilities are discharged in accordance with the Council’s policies and procedures, Code of Conduct and relevant regulations and legislation.

1. To effectively deal with complaints, Mayor, Members and complex Enquiries related to homeless applications, statutory interim and temporary accommodation, lettings and housing register applications. This includes ME enquiries or complaints emanating from the chief executive or corporate director’s office or cases involving significant safeguarding, or community safety concerns.