Complaints Manager jobs in West Midlands Region

About the Role

Dawson Housing Ltd is seeking an experienced, highly competent and proactive Housing Complaints Manager to lead and oversee the organisation's complaints management function.

This is a key management position requiring extensive experience in housing complaints investigation, regulatory compliance, safeguarding and service improvement.

The successful candidate will be responsible for ensuring that all resident complaints are managed fairly, professionally and in accordance with the Housing Ombudsman Service's statutory Complaint Handling Code.

Applicants must have substantial practical experience of the Housing Ombudsman complaints process, including Stage 1 and Stage 2 investigations, together with demonstrable safeguarding knowledge and experience.

Key Responsibilities

Complaints Management and Investigation

• Lead and oversee the organisation's complaints handling function, ensuring effective management of Stage 1 and Stage 2 complaints.
• Manage complex, sensitive and escalated complaints, including conducting investigations and producing robust, evidence-based decisions.
• Review and quality-assure complaint responses to ensure accuracy, fairness, consistency and regulatory compliance.
• Ensure all complaints are acknowledged, investigated and responded to within statutory Complaint Handling Code timescales.
• Act as a senior point of contact for complex complaints and Housing Ombudsman enquiries and investigations.
• Oversee appropriate remedies, compensation recommendations and corrective actions arising from complaint investigations.
• Ensure complaints involving managing agents, support providers and other third parties are appropriately investigated and managed.

Safeguarding and Resident Protection

• Identify, assess and escalate safeguarding concerns arising from complaints, particularly those involving vulnerable adults and residents with complex needs.
• Ensure appropriate safeguarding referral procedures are followed in accordance with the Care Act 2014 and organisational policies.
• Work closely with designated safeguarding leads, local authorities and relevant external agencies.
• Ensure safeguarding risks are appropriately considered throughout complaints investigations.
• Promote a resident-centred approach that recognises vulnerability, individual circumstances and reasonable adjustments.

Regulatory Compliance and Governance

• Ensure organisational complaints procedures remain aligned with the Housing Ombudsman's statutory Complaint Handling Code and applicable regulatory requirements.
• Lead complaints compliance monitoring, internal reviews and quality assurance.
• Prepare and contribute to the annual complaints performance and service improvement report and Complaint Handling Code self-assessment.
• Produce regular management and Board reports detailing complaints performance, trends, outcomes, identified risks and lessons learned.
• Monitor compliance with Housing Ombudsman determinations, recommendations and orders.
• Support senior leadership in identifying organisational risks and implementing service improvements.

Leadership and Continuous Improvement

• Provide management oversight, guidance and training to staff involved in complaints handling.
• Establish and monitor complaint handling performance indicators, case management standards and internal reporting processes.
• Identify recurring service failures and implement effective corrective and preventative measures.
• Promote a culture of transparency, accountability, safeguarding and continuous improvement.
• Work collaboratively with operational teams, managing agents and senior management to improve resident experiences and service delivery.

Essential Requirements

Applicants must demonstrate the following:

• Substantial experience managing complaints within the social housing, supported housing or housing association sector.
• Comprehensive working knowledge of the Housing Ombudsman Service and its statutory Complaint Handling Code.
• Proven practical experience investigating, managing and reviewing Stage 1 and Stage 2 housing complaints.
• Strong safeguarding knowledge and practical experience, including safeguarding adults, recognising risk, reporting concerns and referral procedures.
• Experience managing complex complaints, conducting investigations and producing formal written determinations.
• Experience dealing directly with Housing Ombudsman enquiries, investigations or referrals.
• Sound understanding of the Care Act 2014, relevant housing legislation and regulatory obligations.
• Proven ability to lead, supervise or quality-assure complaints handling activities.
• Excellent analytical, investigative, report-writing and decision-making skills.
• Ability to interpret evidence, identify service failures and recommend appropriate remedies.
• Experience preparing complaints performance reports, analysing trends and implementing service improvements.
• Strong communication, organisational and stakeholder management skills.
• Ability to maintain confidentiality and exercise sound professional judgement when handling sensitive matters.

Desirable Requirements

• Previous managerial experience within a registered housing provider, housing association or supported accommodation organisation.
• Relevant housing management, complaints handling or safeguarding qualifications.
• Experience undertaking Housing Ombudsman Complaint Handling Code self-assessments.
• Understanding of the Regulator of Social Housing's Consumer Standards.
• Experience preparing reports for senior leadership, governance committees or Boards.
• Knowledge of supported exempt accommodation and the challenges faced by residents with complex support needs.
• Experience implementing complaints management systems, procedures and quality assurance frameworks.

The Ideal Candidate

We are looking for a confident, experienced and solutions-focused manager who can take full ownership of the complaints management function.

The successful candidate will combine strong regulatory knowledge with excellent investigative skills, sound safeguarding judgement and the ability to drive meaningful organisational improvement.

They must be capable of challenging poor practice, making impartial decisions and ensuring that resident complaints are dealt with transparently, consistently and professionally.

This is a specialist management role. Previous hands-on experience of the Housing Ombudsman complaints process and safeguarding is essential. General customer service or complaints experience alone will not be sufficient.

How to Apply

Please submit your CV and a supporting statement detailing your relevant experience, specifically demonstrating:

• Management of Stage 1 and Stage 2 housing complaints.
• Application of the Housing Ombudsman's statutory Complaint Handling Code.
• Experience managing complex investigations and Housing Ombudsman referrals.
• Practical safeguarding knowledge and experience.
• Experience overseeing complaints performance, compliance and service improvement.

Dawson Housing Ltd is committed to equality, diversity and inclusion and welcomes applications from suitably qualified candidates from all backgrounds.

Pay: From £30,000.00 per year

Application question(s):

• Please describe your practical experience managing Stage 1 and Stage 2 housing complaints in accordance with the Housing Ombudsman Complaint Handling Code, including any direct involvement with Housing Ombudsman investigations.

Work Location: In person