Head Of Complaints

Purpose of the Role The Head of Complaints provides strategic leadership and operational oversight of the organisation’s complaints function, ensuring residents receive a fair, transparent, and high‑quality service. The postholder is responsible for embedding a culture of learning, accountability, and continuous improvement across the housing association, ensuring compliance with the Housing Ombudsman’s Complaint Handling Code and all regulatory expectations. This role plays a critical part in strengthening resident trust, improving service delivery, and driving organisational change through insight gained from complaints, feedback, and service failures. Key Responsibilities Strategic Leadership * Lead the organisation’s complaints strategy, ensuring a resident‑centred, fair, and timely approach. * Ensure full compliance with the Housing Ombudsman’s Complaint Handling Code and regulatory requirements. * Provide expert advice to senior leaders, the Board, and committees on complaint trends, risks, and learning. * Champion a culture where complaints are valued as opportunities for improvement. Resident Experience & Engagement * Ensure residents feel heard, respected, and supported throughout the complaints process. * Oversee the quality of written responses, ensuring clarity, empathy, and accountability. * Work closely with resident panels, scrutiny groups, and engagement teams to strengthen trust and transparency. Skills & Experience Required Essential * Significant experience managing complaints within housing associations or local councils. * Strong understanding of the Housing Ombudsman’s Complaint Handling Code and regulatory landscape. * Proven leadership experience, including managing teams and driving cultural change. * Excellent written and verbal communication skills, with the ability to handle sensitive issues. * Strong analytical skills and experience producing high‑level reports for senior stakeholders. * Ability to influence at all levels, including Executive Teams and Boards. * Experience managing complex or high‑risk cases. If you are interested in leading a high‑performing complaints service and driving meaningful change for residents, we would welcome your application. Please submit your CV and a supporting statement outlining how your experience aligns with the essential criteria