We''re looking for someone who can hit the ground running - an experienced Housing Complaints Handler with strong understanding of housing-related issues such as repairs, planned works, or estate management. Salary: £35,916.24 per annum + excellent benefits including hybrid working Contract: Fixed term until 31 March 2026 Location: Hemel Hempstead (Hybrid) You will play a key role in resolving customer concerns effectively and fairly. You''ll ensure our customers receive clear communication, fair resolutions, and consistent service that aligns with the policies and the Housing Ombudsman Complaints Code. Key Responsibilities: Acknowledge and respond to customer complaints promptly and professionally. Provide clear, empathetic, and concise information to customers regarding the status and resolution of their case. Write high-quality complaint responses ensuring consistency with the complaints policy and the Housing Ombudsman standards. Maintain and update the complaints tracker to monitor progress, ensuring realistic and achievable resolution times. Work collaboratively with key business areas to identify lessons learned and drive service improvements. Monitor actions identified as part of complaint resolutions to ensure completion. Contribute to the delivery of the wider customers ambition and continuous improvement goals. What we''d love to see from you: Proven experience in complaint handling within a housing, local authority, or customer service setting. Excellent w