Job Description
Reviews and Complaints Officer
Location: Maidenhead (Hybrid Working)Hours: Monday to Friday, 9:00-17:00Hourly Rate: £22.99 - £25.11Contract: Local Authority / Housing Operations
About the Role
We are seeking an experienced and motivated Reviews and Complaints Officer to join our Housing Operations team within a local authority setting based in Maidenhead. The successful candidate will play a key role in ensuring statutory compliance and delivering a high-quality service to residents seeking reviews or raising concerns regarding housing decisions.
Working closely with internal teams and external partners, you will be responsible for conducting thorough, fair and timely investigations in line with statutory requirements and best practice.
Key Responsibilities
- Undertake detailed investigations of review requests made under Part 6 and Part 7 of the Housing Act, as amended.
- Assess evidence, gather relevant information, and prepare legally robust decision letters.
- Ensure all review decisions are issued within statutory timescales and comply with legislative frameworks.
- Manage and respond to complaints in accordance with internal procedures and the Housing Ombudsman's expectations.
- Liaise with applicants, internal colleagues, legal advisors, and external stakeholders as required to complete reviews.
- Maintain accurate case records and contribute to service improvements where patterns or systemic issues are identified.
- Support the development of best practice within the wider Housing Operations service.
Requirements
- Experience working within housing options, homelessness services, or a similar statutory housing function.
- Strong understanding of the Housing Act 1996 (as amended), relevant case law, and statutory review processes.
- Excellent investigative, analytical, and decision-making skills.
- Ability to write clear, well-reasoned, and legally sound decision notices.
- Strong communication and customer service skills, particularly when dealing with vulnerable households.
- Ability to work independently, manage a busy caseload, and meet statutory deadlines.
- Competence in using case management systems and Microsoft Office.
Working Arrangements
- Hybrid working is available, with a mix of office-based work in Maidenhead and remote working from home.
- Full-time hours: Monday to Friday, 9am-5pm.
How to Apply
If you have the expertise and commitment to ensure fair, transparent, and legally compliant housing review processes, we'd love to hear from you. Please submit your CV and a brief statement outlining your relevant experience.
